Lead Analyst, M365 Platform

OMERS / Oxford Properties Group; Toronto; Hybrid; CAD 86,000 - 130,000; Full time

Job summary

OMERS / Oxford Properties Group in Toronto is seeking a Tech Services Analyst to join the Enterprise Technology team and improve how M365 platform work is requested, prioritized, and delivered.

You will partner with engineers, the Service Desk, governance and business stakeholders to design scalable operating models, establish metrics, and drive continuous improvement across demand, delivery, and reporting.

Qualifications

• Five or more years of experience in technology analysis or a comparable enterprise role.
• Hands-on experience with ServiceNow or a comparable ITSM platform, including intake, catalog items, workflow routing, approvals, queues, and reporting.
• Ability to improve how technology services are requested, prioritized, delivered, measured, and refined.
• Experience building roadmaps, sequencing priorities, tracking dependencies, and driving adoption.
• Strong facilitation skills for workshops, stand-ups, and stakeholder discussions.
• Strong documentation and governance material development capabilities.
• Working knowledge of ITIL practices across requests, incidents, problem, change, and knowledge management.
• Preferred: Microsoft 365, Power BI, and related tools.

Responsibilities

• Build and maintain a prioritized service improvement roadmap based on business value and impact.
• Improve intake, triage, prioritization, approvals, fulfillment, escalation, and reporting for M365 work.
• Enhance ServiceNow forms, catalog items, workflows, routing, and reporting.
• Partner with engineers, Service Desk, governance, and stakeholders to reduce bottlenecks.
• Facilitate workshops and sessions to gather requirements and align stakeholders.
• Design operating models, decision paths, and governance controls for predictability.
• Identify manual effort and opportunities for automation or clearer ownership.
• Define operational metrics and reporting to monitor demand, performance, and risks.
• Create and maintain process maps, runbooks, and governance materials.

Skills

ITSM

Operational analysis

Stakeholder mgmt

Facilitation

Roadmap planning

Documentation

ITIL knowledge

Education

Post-secondary IT education

Tools

ServiceNow

Power BI

Excel

Job description

Choose a workplace that empowers your impact. Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be - and deliver - your best. We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do. Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work. Don't just work anywhere - come build tomorrow together with us. Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

Role Summary

This role reports into the Manager, M365 Platform within Enterprise Technology. The team supports the collaboration, identity, endpoint, and productivity services employees rely on every day, and is looking for someone to improve how platform work is requested, prioritized, delivered, measured, and continuously refined. In this role, you will sit at the intersection of technology service delivery, operational improvement, and stakeholder enablement. You will work with engineers, service partners, governance teams, and business stakeholders to make M365 platform services easier to consume, simpler to operate, and more transparent to manage. The role is grounded in process improvement, with a focus on scalable, well-governed, and measurable technology service delivery.

Responsibilities

• Build and maintain a prioritized service improvement roadmap based on business value, operational impact, effort, and dependencies.
• Improve how M365 platform work moves from demand to delivery, including intake, triage, prioritization, approvals, fulfillment, escalation, closure, and reporting.
• Enhance ServiceNow intake forms, catalog items, request workflows, routing, approvals, and reporting to improve the employee and support-team experience.
• Partners with engineers, the Service Desk, service owners, security, governance and business stakeholders to reduce bottlenecks, clarify accountability, and improve handoffs.
• Facilitate workshops, working sessions, and stand-ups to gather requirements, validate pain points, align stakeholders, and advance improvement initiatives.
• Design practical operating models, decision paths, service practices, and controls that make work more predictable, repeatable, and audit ready.
• Identify manual effort, rework, recurring issues, and service friction, and recommend opportunities for automation, self-service, simplification, or clearer ownership.
• Define operational metrics and reporting that help leaders understand demand, performance, risks, and improvement opportunities across the M365 platform.
• Create and maintain clear documentation, including process maps, runbooks, standard operating practices, RACI models, governance materials, and stakeholder communications.
• Embed continuous improvement into team routines by reviewing service performance, gathering feedback, and adjusting practices as demand and priorities evolve.

Required Skills & Experience

• Five or more years of experience in technology analysis, IT service management, operational improvement, business analysis, or a comparable enterprise role.
• Hands‑on experience with ServiceNow or a comparable IT service management platform, including intake, catalog items, workflow routing, approvals, queues, and reporting.
• Demonstrated ability to improve how technology services are requested, prioritized, delivered, measured, and continuously refined.
• Experience building roadmaps, sequencing competing priorities, tracking dependencies, and driving initiatives through adoption.
• Strong facilitation skills, including workshops, working sessions, stand‑ups, and stakeholder discussions with technical and non‑technical audiences.
• Ability to assess current‑state practices, identify root causes of inefficiency, and design future‑state approaches that deliver measurable improvement.
• Strong documentation skills, including process maps, operating models, requirements, runbooks, controls, decision paths, and governance materials.
• Working knowledge of ITIL practices across requests, incidents, problem, change, and knowledge management.
• Strong analytical, reporting, communication, stakeholder management, problem‑solving, and prioritization skills.

Preferred Skills & Experience

• Experience working with Microsoft 365, Intune, Entra ID, Azure Virtual Desktop, Microsoft Purview, or similar enterprise platforms.
• Experience with ServiceNow reporting, Performance Analytics, workflow configuration, catalog management, or low‑code automation.
• Experience in Agile, product‑oriented, or platform delivery environments, including backlog management, sprint planning, or release coordination.
• Experience using Power BI, Excel, Visio, or comparable tools for road mapping, process mapping, operational reporting, and service insights.
• Exposure to Lean, Six Sigma, Agile, ITIL, audit, compliance, risk, governance, or regulated enterprise environments.
• Post‑secondary education in information technology, business, process management, service management, or related discipline, or equivalent experience.
• ITIL, ServiceNow, Lean, Six Sigma, Agile, product management, or business analysis certification are assets.

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 4 days per week.

This posting is for an existing vacancy. The expected salary range for this position is $86,000.00 - $130,000.00 per year. You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work - and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.

Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.

We're committed to:

• We are passionate about inclusion and advocate for I&D across our network of employees, members and partners
• We are proud of our commitment to developing a best in class approach to complete wellness for our employees and members
• We invest in our people, providing them with opportunities so they can develop and grow