ITSM Analyst: Incident & Change Optimizer

TSA The Salvation Army TSA; Canada; On-site; CAD 85,000 - 107,000; Full time

Benefits offered by this job

Health and dental benefits

RRSPs

Paid vacation and sick time

Flexible accommodation

Job summary

The Salvation Army is seeking an ITSM Analyst to ensure effective delivery of IT Service Management processes, with a strong focus on incident and change management. You will collaborate with IT teams to improve service quality and support mission-critical operations across the organization.

You will monitor performance, maintain governance documentation, and contribute to continual service improvements while supporting release and configuration management with a customer-focused approach and

Qualifications

• University degree in Computer and Technology field.
• ITIL 3/4 certification preferred.
• 5+ years experience supporting or managing ITSM processes.
• Strong knowledge of ITSM principles, processes and best practices; experience with ServiceNow.
• Understanding of change management, release management, IT governance; ITIL knowledge is a plus.
• Strong business analysis, planning and project coordination skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, stakeholder management and relationship-building skills.

Responsibilities

• Coordinate ITSM activities focusing on incident and Change Management.
• Monitor queues, service performance and SLAs to improve resolution times.
• Analyze process effectiveness and identify opportunities for continual improvement.
• Design and enhance ITSM processes for efficiency and future technology adoption.
• Develop and maintain process documentation, knowledge bases and KPI reports.
• Support release management by coordinating schedules and validating readiness.
• Facilitate CAB meetings and governance activities; communicate change impacts.
• Collaborate with stakeholders and provide backup support to ITSM specialists.

Skills

ITSM principles

Change management

Release management

Stakeholder management

Communication

Project coordination

Business analysis

Education

University degree in Computer and Technology

ITIL 3 or ITIL 4 certification

5+ years ITSM experience

ServiceNow experience

IT governance knowledge

Tools

ServiceNow

Job description

The Salvation Army is seeking an ITSM Analyst to ensure effective delivery of IT Service Management processes, with a strong focus on incident and change management. You will collaborate with IT teams to improve service quality and support mission-critical operations across the organization.

You will monitor performance, maintain governance documentation, and contribute to continual service improvements while supporting release and configuration management with a customer-focused approach and