ITSM Analyst

CAAT Pension Plan; Toronto; On-site; CAD 84,000 - 99,000; Full time

Job summary

CAAT Pension Plan is looking for an ITSM Analyst to join our Information Technology team in Toronto. You will govern and improve IT Service Management practices, coordinating change, release, and incident management to minimize business disruption.

You’ll support CAB meetings, manage the change lifecycle, and drive continuous improvement across ITSM processes while contributing to governance and reporting. This role emphasizes collaboration and enterprise-wide service delivery.

Qualifications

• 3–5 years of ITSM/IT Operations experience.
• Experience coordinating Release Management activities.
• Experience supporting Incident and Major Incident Management.
• Hands-on experience with ServiceNow ITSM.
• Experience implementing ITSM process improvements, dashboards, KPIs, and management reporting.
• ITIL 4 Foundation certification is required.

Responsibilities

• Manage and continuously improve the enterprise Change Management process in alignment with ITIL best practices.
• Facilitate CAB meetings with risk assessments, approvals, testing, communications, implementation plans, and rollback strategies.
• 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.
• Coordinate Post-Implementation Reviews for failed, high-risk, emergency, and significant changes.
• 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.

Skills

Change Management

Release Management

Incident Management

ITIL 4 Foundation

ServiceNow ITSM

Dashboards

CI/CD

Agile

Education

Post-secondary education in Computer Science/Information Technology

Tools

ServiceNow ITSM

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 in Computer Science, Information Technology, or a related field.3-5 years of experience in ITSM, IT Operations, Service Delivery, or a related technology environment.Strong hands-on experience managing Change Management processes within a complex enterprise environment.Experience coordinating Release Management activities, including release planning, readiness reviews, deployment coordination, risk management, and post-release reviews.Experience supporting Incident and Major Incident Management processes and coordinating technical teams during service disruptions.Hands-on experience with ServiceNow ITSM or a comparable enterprise ITSM platform.Demonstrated experience implementing ITSM process improvements, automation initiatives, dashboards, KPIs, and management reporting.Strong understanding of Incident, Problem, Change, Release, Request, Knowledge, Configuration, and Service Level Management practices.ITIL 4 Foundation certification is required. Experience with Agile, DevOps, CI/CD delivery models and regulated industry environments is considered an asset.The target hiring salary for this position is $84,100.00-$98,900.00. Placement within our salary range will be based on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy:Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.A Place to Collaborate and Win: We’ve built a lively environment where creativity and open communication thrive. It’s why we’re consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.Work that Truly Matters. You’re giving Canadians the opportunity for better retirement security, and organizations the chance to do more.If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.Learn more about us by visiting www.caatpension.ca/careersNo artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.Diversity, Equity, Inclusion, and Belonging (DEIB):DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at [e-mail] or call Human Resources at 416-673-9000 for assistance.Vacancy:This posting is for an existing vacancy