IT Service Performance %26 Reporting Analyst

Export Development Canada; Mississauga; Hybrid; CAD 83,000 - 111,000; Full time

Job summary

Join EDC as an IT Service Performance & Reporting Analyst, where you will transform complex data into actionable insights through insightful reporting. Collaborate with professionals in a hybrid work environment to drive service improvements that support and enhance IT performance, making a meaningful impact on Canadian businesses.

Benefits

Flexible benefits

Defined Contribution Pension Plan

Competitive vacation program

Comprehensive wellness programs

Professional Development

Qualifications

• Minimum 5 years' experience in IT Service Performance.
• Experience in a similar role with financial institutions.
• Familiarity with ITSM frameworks like ITIL.

Responsibilities

• Design and maintain high-quality dashboards and reports.
• Integrate data from multiple sources for unified IT performance views.
• Analyze service performance and identify trends.

Skills

Data & Reporting Expertise

Analytical & Problem-Solving Skills

Collaboration & Communication

Education

University degree in Computer Science, IT, or related field

Tools

Power BI

ServiceNow

SQL Server

Job description

Application deadline: July 1st, 2025

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid

Position: IT Service Performance & Reporting Analyst

Employment Type:Permanent

Compensation Details :

• Bus. Intel. & Analytics 17 : Salaries typically range from $83,037 to $110,717 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

• Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 2 days per week. (subject to change)
• This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, Laval, Calgary, Edmonton, Halifax, or Vancouver.
• Relocation assistance is available for candidates who meet the eligibility criteria.

About EDC:

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

• Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
• Thrive in a supportive, teamwork-driven environment – Flourish in a workplace where collaboration and mutual support are paramount.
• Impact global communities through sustainable growth in emerging markets – Make a meaningful difference by fostering sustainable development in key regions around the world.
• Recognized as one of Canada’s Top 100 Employers, Best Diversity Employers, and a Top 100 Family-Friendly Employers – Join a company that is celebrated for its commitment to excellence, diversity, and work-life balance.
• Enjoy a comprehensive Total Rewards package:
  • Flexible benefits – Our program lets you choose coverage that suits your unique needs, including Medical, Dental, Life, and more. Plus, we offer additional Flex credits to tailor your plan even further.
  • Defined Contribution Pension Plan – Secure your future with our generous matching program that helps you save for retirement.
  • Competitive vacation program – Enjoy a work-life balance with our competitive vacation program, starting with 4 weeks of vacation and 2 floater days each year for permanent employees.
  • Comprehensive wellness programs – Stay healthy and happy with access to wellness initiatives, mental health support, and fitness programs.
  • Professional Development – Advance your career with our support for growth and development through conferences, language training, and educational opportunities.

Team and Job Overview:

• The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:
  • Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
  • Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
  • Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
  • Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
• This dynamic team includes both EDC employees and managed service providers. We're now looking for a motivated, personable, and data-savvy professional to join us in a reporting and analytics role to transform complex IT service data into clear, centralized reports that highlight key operational KPIs and emerging trends, empowering stakeholders with actionable insights; someone who’s passionate about turning data into insights that drive better service delivery and user experience.
• As an IT Service Performance / Reporting Analyst, your mission is to transform raw data into meaningful stories that inform and inspire. You’ll work closely with teams across Technology to develop insightful, high-impact reports and dashboards that help our stakeholders make smarter decisions. Using tools like Power BI, ServiceNow, and other analytics platforms, you’ll go beyond the numbers—uncovering trends, highlighting opportunities, and delivering insights that support the Service Delivery & IT Resiliency team and many other parts of the enterprise.
• EDC is looking for a strong communicator and analytical thinker who thrives in a collaborative environment. You’ll partner with architects, product owners, engineers, and business people to ensure our reporting delivers real value and aligns with the needs of the organization.

What you will be doing:

• Collaborate with Infrastructure & Operations teams to gather, validate, and consolidate data for service performance reporting.
• Design and maintain high-quality dashboards and reports using tools like Power BI, ServiceNow, and Excel, tailored to business and stakeholder needs.
• Integrate and interpret data from multiple sources, including SQL Server, ServiceNow, and other enterprise systems, to support a unified view of IT performance.
• Analyze service performance and user experience data to identify trends, track KPIs, and support continuous improvement across IT teams.
• Develop and deliver tailored reporting solutions that align with business objectives and promote data-driven decision-making.
• Assist and advise technical and business teams by translating complex data into actionable insights and guiding the use of reporting tools and metrics.
• Promote a customer-centric culture by delivering insights that support outcome-driven service improvements and enhance the user experience.
• Produce and maintain standard service performance reports and documentation, ensuring clarity, relevance, and accessibility for internal stakeholders.

What we are looking for:

• University degree in a relevant field such as Computer Science, Information Technology, Data Analytics, or a related field.
• Minimum 5 years’ experience in - IT Service Performance Analyst for an IT team organization.
• Experience in a similar role working with medium or large financial institutions (for example, banking, insurance).
• Data & Reporting Expertise - Proficiency in reporting and visualization tools such as Power BI and ServiceNow Performance Analytics, with a strong grasp of data integration from sources like SQL Server, Excel, and enterprise IT systems.
• ITSM & Observability Knowledge - Familiarity with ITSM frameworks (e.g., ITIL) and key observability concepts (metrics, logs, traces), with the ability to support monitoring and performance analysis across systems.
• Analytical & Problem-Solving Skills - Demonstrated ability to analyze complex data, identify trends, and translate findings into actionable insights that drive service improvement.
• Collaboration & Communication - Strong interpersonal skills with experience working across technical teams (e.g., DevOps, IT Operations) and business stakeholders, effectively translating between technical and business needs.
• Adaptability & Business Fluency - Proven ability to manage multiple priorities in a fast-paced environment, with a balance of technical fluency and business acumen to align reporting with organizational goals.

What will make you stand out:

• Certification in Power BI, ITIL, or ServiceNow.
• Familiarity with data governance and configuration management databases (CMDBs).
• Knowledge of IT operations and infrastructure reporting.
• Experience with automation tools or scripting for data extraction and transformation.
• Experience developing new and innovative success metrics of a forward-thinking digital organization.
• ITIL, Agile, and/or Lean certification.
• Bilingual in both official languages (French and English).

Eligibility:

• Eligibility: EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements.The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website here https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.

Should you require any accommodation during the recruitment and selection process, please let our Recruitment team know

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.