ITSM Analyst

CAAT Pension Plan; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

CAAT Pension Plan is seeking an Information Technology Service Management (ITSM) Analyst to support governance, execution, maturity, and continuous improvement of ITSM practices across the organization. This role sits in the Enterprise Operations Centre (EOC) and ensures changes and releases are planned, assessed, coordinated, implemented, and reviewed with minimal business disruption.

You will coordinate Change Management, CAB activities, Release Management, CMDB governance, and ITSM process

Qualifications

• Experience implementing ITIL-based ITSM processes.
• Strong governance and documentation skills.
• Ability to coordinate cross-functional teams across IT disciplines.

Responsibilities

• Manage and improve Change Management per ITIL best practices.
• Facilitate CAB meetings with risk assessments and approvals.
• Identify change conflicts and assess business impact.
• Coordinate post-implementation reviews and lessons learned.
• Oversee end-to-end Release Management across environments.
• Maintain the Enterprise Release Calendar and go/no-go readiness.
• Govern CMDB data and service relationships for impact analysis.
• Support ITSM continuous improvement across ITSM domains.

Skills

ITIL

Change Management

Release Management

CAB Facilitation

Risk Assessment

CMDB Governance

Incident Management

Education

Post-secondary education

Job description

At CAAT, we're passionate about what we do. And it shows!

Here, you'll find a cultural spark in everything we do - from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn't just feel different at CAAT. It is different. We're one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve - from education institutions to major corporations and household brands. And we're just getting started. Driven by core values and a shared purpose, we're fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we'd love you to be a part of it.

About the Role:

We are seeking an Information Technology Service Management (ITSM) Analyst to join our Information Technology team. This role is responsible for supporting the governance, execution, maturity, and continuous improvement of IT Service Management practices across the organization.

As a key member of the Enterprise Operations Centre (EOC), the ITSM Analyst will help ensure technology changes and releases are effectively planned, assessed, coordinated, implemented, and reviewed while minimizing operational risk and disruption to business services.

As the Newest Member of our Team, You'll:

• Manage and continuously improve the enterprise Change Management process in alignment with ITIL best practices.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate risk assessments, approvals, testing, communications, implementation plans, and rollback strategies are in place.
• Identify change conflicts, dependencies, blackout periods, and potential business impacts to reduce operational risk.
• Coordinate Post-Implementation Reviews for failed, high-risk, emergency, and significant changes, driving lessons learned and continuous improvement.
• Coordinate the end-to-end Release Management lifecycle across applications, infrastructure, platforms, and third-party vendor environments.
• Maintain the Enterprise Release Calendar, managing release schedules, dependencies, business events, and operational conflicts.
• Facilitate release planning, release readiness assessments, and Go/No-Go meetings for business-critical deployments.
• Own the accuracy, integrity, and governance of CMDB data, ensuring Configuration Items and service relationships support effective dependency and impact analysis.
• Support continuous improvement initiatives across Incident, Problem, Request, Knowledge, Configuration, Change, Release, and Service Level Management processes while contributing to ITSM reporting, procedures, standards, and governance documentation.
  

To Succeed, You Bring:

• Post-secondary education