ITSM Analyst

AGLC; Edmonton; On-site; CAD 70,000 - 90,000; Full time

Job summary

A provincial organization in Canada is seeking a skilled ITSM Analyst to manage Change and Release Management programs. The role includes reviewing documentation, developing reports using Power BI, and coaching IT staff. Candidates should have a degree in Computer Science, ITIL certification, and at least 3 years of experience in IT Service Management. This position offers an opportunity to enhance service delivery and mentor team members in a supportive environment.

Qualifications

• Minimum of 3 years of experience in IT Service Management or IT Governance.
• Ability to communicate effectively and collaborate seamlessly with business units.
• Preferred: ITIL Expert certification.

Responsibilities

• Review and enhance Change Management support documentation.
• Develop and maintain Release Management documentation.
• Create and distribute performance reports for senior management.

Skills

ITIL 4 Foundation Certification

Power BI experience

Communication

Technical expertise in IT service management

Collaboration with business units

Education

Degree in Computer Science or related discipline

Tools

Power BI

Job description

Join to apply for the ITSM Analyst role at AGLC

Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.

About Information Technologies

IT proudly provides the computer systems, security, IT services and governance that support AGLC’s businesses, including the operation & support of mission critical gaming, liquor and corporate systems running on a variety of computing platforms. IT ensures the stability and performance of a Local/Wide Area Network, which supports over 1,200 gaming locations and more than 2,000 computers/tablets, 150 physical and 2,000 virtual servers distributed across six corporate offices, casinos, RECs and bingo halls. IT provides leadership in the use of information technology, data and systems to help the AGLC achieve business goals and objectives.

About the Position

ITSM Analyst

Job Req: 1026

Division/Branch: Information Technology / Infrastructure & Operations

Classification: Systems Analyst 3

Status: Permanent - FT

Reports to: Susan Joseph

Closing Date: January 18, 2026

Job Summary

We are seeking a highly skilled and motivated ITSM Analyst for Change Management to join our IT team. This role is pivotal in the design, governance, and continual service improvement of AGLC’s IT Change and Release Management programs. The successful candidate will act as the IT Change and Release Manager, chairing the weekly Technical Change Advisory Board (CAB) and bi-weekly CAB meetings, and maintaining all related processes and procedures documentation.

Key Responsibilities

• IT Change Management: Review, update, and enhance Change Management support documentation, ensure compliance, and align processes with AGLC’s strategy and ITIL best practices. Maintain comprehensive records and centralized reports of all change requests, decisions, and outcomes to ensure audit readiness and compliance.
• IT Release Management: Develop and maintain Release Management documentation, ensure compliance, and align processes with AGLC’s strategy and ITIL best practices. Maintain comprehensive records and centralized reports of all release requests, decisions, and outcomes to ensure audit readiness and compliance.
• Reporting: Develop and maintain reports and Power BI dashboards to support both operational and strategic objectives, managing the full report development lifecycle from testing and stakeholder approval to production deployment. Prepare and distribute operational and performance reports for senior management, highlighting key metrics such as change success rates, failure rates, and implementation timelines. Generate and deliver Power BI reports from the ticketing tool covering Incident Management, Service Management, and other ITSM processes, while also producing reports on ITSM activities including stakeholder engagement, communication plans, meeting agendas and minutes, and ad-hoc requests. Additionally, maintain and optimize Power BI datasets, models, and visualizations, and design visually compelling dashboards.
• Policy Development: Draft new IT policies and procedures and propose updates to existing ones.
• Staff Mentoring and Development: Coach and mentor IT staff, deliver training on Change and Release Management processes.
• Service Levels: Identify service level metrics to be collected and ensure that measurement data is current and reported accurately.
• General Administration: Represent AGLC in meetings with stakeholders and vendors, assist in IT vendor management, and support ITSM-related activities.

Skills & Abilities

• Degree in Computer Science or related discipline or related experience.
• Required ITIL 4 Foundation Certification
• Minimum of 3 years of experience in IT Service Management, IT Governance, or IT Business Process Management.
• Minimum of 2 years’ experience in using Power BI
• Experience in deploying and institutionalizing ITIL in large organizations.
• Ability to communicate effectively and collaborate seamlessly with business units.
• Strong technical expertise in IT service management and service delivery.
• Preferred Qualifications:
• ITIL Expert certification
• COBIT 5 Certification
• Project Management Professional (PMP) or Prince 2
• CGEIT Certification
• GRC training and experience
• Knowledge of the Liquor and Gaming industries.

NOTE

• To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
• While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
• As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
• An equivalent combination of education and experience may be considered. Candidates with lesser qualifications may be considered at a lower classification and salary. This recruitment may be used to fill future vacancies.
• AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.