ITSM Jira Analyst

Insight Global; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

Insight Global in Canada (Ontario) is seeking a Senior ITSM Analyst to advance ITSM maturity, lead process improvements, and provide hands-on platform support with a focus on Jira Service Management and ServiceNow exposure.

The role collaborates with stakeholders to design sustainable workflows, automations and dashboards, coordinates incidents and governance aligned with ITIL practices, and mentors teams to reduce external reliance.

Qualifications

• 7+ years of ITSM experience with Jira Service Management, preferably JSM Cloud at large enterprises.
• Exposure to ServiceNow workflows, service catalogue, CMDB, reporting or data structures.
• Define and maintain process standards, controls, roles, procedures and supporting documentation aligned with ITIL practices.
• Support the administration, configuration and ongoing enhancement of Jira Service Management, preferably in a cloud environment.
• Configure and maintain projects, portals, request types, forms, fields, workflows, queues, SLAs, notifications, approvals, permissions, automation rules, knowledge integration and dashboards.
• Partner with the platform owner, implementation partners and internal teams to ensure configurations are secure, supportable, documented and aligned with approved ITSM processes.
• Assess enhancement requests, platform changes and technical debt; coordinate testing, release, rollback and knowledge-transfer activities.
• Apply practical ServiceNow exposure to support current-state analysis, data and process mapping, migration planning and translation of established workflows into Jira designs.
• Experience supporting a migration or transition between enterprise ITSM platforms, particularly from ServiceNow to Jira Service Management.
• Support major incident management through coordination, communications, documentation and post-incident improvement activities.
• Support ITSM data quality, including categorization, field completeness, status discipline, duplicate handling and relationships among services, assets, configuration items and ITSM records.
• Assist with JSM Assets/CMDB configuration, data mapping, validation and lifecycle controls.
• Experience applying automation or AI-enabled capabilities to improve self-service, knowledge, triage, reporting or agent productivity within approved governance controls.
• Experience in a regulated, audit-conscious or SOX-controlled environment.
• Experience with Microsoft Entra ID, Microsoft Teams, Azure DevOps, Power BI, endpoint or monitoring integrations.
• ITIL 4 Foundation certification; advanced ITIL practice or Managing Professional certification is an asset.
• Atlassian certification relevant to Jira or Jira Service Management administration is an asset.

Responsibilities

• Lead ITSM process improvements across the organization.
• Own Jira Service Management configurations, dashboards and SLAs.
• Collaborate with platforms and IT teams to ensure secure, governed workflows.
• Coordinate major incident management and post-incident reviews.
• Map current-state processes and support migrations between platforms.
• Develop automation and self-service capabilities.

Skills

ITSM expertise

Jira Service Management

ServiceNow

ITIL practices

Process automation

Power BI

Stakeholder coaching

SOX compliance

Azure DevOps

Entra ID / identity management

Education

ITIL 4 Foundation

ITIL Managing Professional (asset)

Tools

Jira Service Management

ServiceNow

Power BI

Azure DevOps

Microsoft Entra ID

Job description

Job Description

The Senior ITSM Analyst is a senior practitioner responsible for advancing the effectiveness, reliability and maturity of IT Service Management across the organization. The role combines ITSM process leadership, hands‑on platform support, service performance analysis and continual improvement to ensure IT services are governed consistently and aligned with business outcomes.This role will help shape and optimise ITSM practices and tooling, with a preference for strong Jira Service Management experience and practical exposure to ServiceNow. The incumbent will translate process and operational requirements into sustainable workflows, automation, reporting and user experiences, while coaching stakeholders and reducing reliance on external support.

Skills and Requirements

• 7+ years’ of experience working within ITSM, specifically with Jira Service Management, preferably JSM Cloud at large enterprises
• Exposure to ServiceNow, including familiarity with its workflows, service catalogue, CMDB, reporting or data structures.
• Define and maintain process standards, controls, roles, procedures and supporting documentation aligned with ITIL practices and enterprise requirements.
• Support the administration, configuration and ongoing enhancement of Jira Service Management, preferably in a cloud environment.
• Configure and maintain projects, portals, request types, forms, fields, workflows, queues, SLAs, notifications, approvals, permissions, automation rules, knowledge integration and dashboards.
• Partner with the platform owner, implementation partners and internal teams to ensure configurations are secure, supportable, documented and aligned with approved ITSM processes.
• Assess enhancement requests, platform changes and technical debt; coordinate testing, release, rollback and knowledge-transfer activities.
• Apply practical ServiceNow exposure to support current-state analysis, data and process mapping, migration planning and translation of established workflows into Jira designs.
• Experience supporting a migration or transition between enterprise ITSM platforms, particularly from ServiceNow to Jira Service Management.
• Support major incident management through coordination, communications, documentation and post-incident improvement activities.
• Support ITSM data quality, including categorization, field completeness, status discipline, duplicate handling and relationships among services, assets, configuration items and ITSM records.
• Assist with JSM Assets/CMDB configuration, data mapping, validation and lifecycle controls.
• Experience applying automation or AI-enabled capabilities to improve self-service, knowledge, triage, reporting or agent productivity within approved governance controls.
• Experience in a regulated, audit-conscious or SOX-controlled environment.
• Experience with Microsoft Entra ID, Microsoft Teams, Azure DevOps, Power BI, endpoint or monitoring integrations.
• ITIL 4 Foundation certification; advanced ITIL practice or Managing Professional certification is an asset.
• Able to go on-site 4 times a week in Markham
• Atlassian certification relevant to Jira or Jira Service Management administration is an asset.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].