ITSM Analyst

CAAT Pension; Toronto; Hybrid; CAD 84,000 - 99,000; Full time

Benefits offered by this job

Flexible work arrangements

Total Rewards program

Pension plan

Wellness incentives

Job summary

CAAT Pension Plan is seeking an Information Technology Service Management (ITSM) Analyst to govern and improve ITSM across the organization. As part of the Enterprise Operations Centre, you will coordinate changes, releases, and CMDB governance while minimizing risk and disruption.

A strong ITIL foundation and ServiceNow experience are essential. The role requires 3–5 years in ITSM/IT Operations with knowledge of CAB processes, release planning, and incident coordination.

Qualifications

• 3–5 years ITSM/IT Operations experience in a complex enterprise.
• Experience with Change and Release management lifecycle.
• Experience coordinating incidents and major incidents.
• Hands-on ServiceNow ITSM experience and process improvements.
• ITIL 4 Foundation certification is required.

Responsibilities

• Manage and improve enterprise Change Management per ITIL practices.
• Coordinate CAB meetings, risk assessments, testing and go-live plans.
• Lead end-to-end Release Management across apps, infra, and vendors.
• Maintain Enterprise Release Calendar and go/no-go readiness.
• Govern CMDB data and support ITSM governance reporting.

Skills

ITSM

ITIL

Change management

Release management

Incident management

ServiceNow ITSM

CI/CD

Agile

DevOps

Risk management

Education

Post-secondary IT education

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.

Benefits:

• 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.

No 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. At CAAT, we live our values of integrity, impact, and teamwork every day. We cultivate a culture of collaboration and fun, through an inclusive and energetic environment where CAATsters can work, learn, and grow together. We prioritize comprehensive and holistic care for our employees, designed to cater to every aspect of your life and wellbeing. Through our Total Rewards program, we prioritize your physical, mental, and financial wellness. This includes compensation, paid time off, health and dental benefits, wellness incentives, and a defined benefit pension plan. At CAAT, we embrace growth as a way of life where opportunities for adaptation, innovation, and learning prosper in our dynamic and evolving environment. As we expand and transform, so do you. Together, we’re on a mission to secure a better financial future for Canadians.