ITSM Analyst: Incident & Change Management Expert

The Salvation Army; Toronto; On-site; CAD 85,000 - 128,000; Full time

Job summary

The Salvation Army in Canada seeks an ITSM Analyst to ensure effective ITIL-aligned service management. You will focus on incident and change handling, drive continuous improvement, and coordinate with IT teams to deliver reliable services that support ministry operations.

Applicants should have a university degree in computer/tech, ITIL certification, and 5+ years in ITSM with ServiceNow, plus strong communication and stakeholder management skills.

Qualifications

• University Degree in Computer/Technology field is required.
• ITIL v3 Service Operation or ITIL 4 Create, Deliver & Support certification preferred.
• 5+ years experience supporting or managing ITSM processes with ServiceNow.

Responsibilities

• Coordinate ITSM activities with focus on incident and change management.
• Monitor queues, service performance and SLAs to improve customer experience.
• Develop and maintain ITSM process documentation and KPI metrics.
• Support release management and governance activities.
• Collaborate with stakeholders and provide backup for ITSM specialists.

Skills

ITSM fundamentals

ServiceNow

Change management

Stakeholder management

Communication skills

Problem solving

Education

University Degree in Computer and Technology field

ITIL 3/4 Certification

Tools

ServiceNow

Job description

The Salvation Army in Canada seeks an ITSM Analyst to ensure effective ITIL-aligned service management. You will focus on incident and change handling, drive continuous improvement, and coordinate with IT teams to deliver reliable services that support ministry operations.

Applicants should have a university degree in computer/tech, ITIL certification, and 5+ years in ITSM with ServiceNow, plus strong communication and stakeholder management skills.