IT Process Improvement Analyst

7 days ago


Toronto, Canada Delpath Full time

IT Process Improvement Analyst

Location Address: Remote or Hybrid -Toronto

Contract Duration: 6months

Possibility of extension or conversion to FTE: Yes


Business Group: The IT Service Management team delivers best-in-class technology enhancements in service management for our internal stakeholders and users via robust processes, tools, and governance

Project: The project is ongoing and is a large initiative that aims to re-engineer all of the Service Management processes within the organization and implement all tooling that is needed to support that effort.


Responsibilities:

Create and maintain documentation

• Training

• Governance

• Process analysis

• Work with business stakeholders, platform team and representatives from CIO areas to identify and document process improvements.

• Work with various teams including reporting, risk, software development, and operations and SRE to ensure that all technical and business requirements are being met and that work receives the appropriate level of priority

• Process Ownership/Continuous improvement

• Review KPIs and metrics and create and execute on improvement plans with stakeholders

• Leadership

• People and non-people leadership skills

• Reporting & Analytics design

• KPIs, Metrics

• Report creation

• KPI and metric review and analysis

• Project work / leadership

• Support the department initiatives during development and execution, involve stakeholders (e.g. risk, legal, audit) as required


Candidate Requirements/Must Have Skills:

• 5-7 years of experience as an analyst

• Experience in a technical domain such as software development, system administration / Operations , reliability and performance engineering, process engineering, resilience engineering, etc

• Familiar and able to engage with software development and operations teams that leverage methodologies such as Agile, DevOps, and System Reliability Engineering.

- Experience acting as a process manager for one or more ITSM processes

• Familiar with at least one major process analysis technique or framework including Value Stream Mapping, SixSigma, Hierarchical Task Analysis, System Mapping, etc

• Fluency in English is a must


Nice to Have skills

Reporting & Analytics background

• Spanish is an asset.

• Advanced knowledge of IT Service Management (ITSM) disciplines and frameworks, specifically IT Infrastructure Library (ITIL) is considered an asset.

- Experience working with ServiceNow in a process manager role


Candidate Review & Selection:

1st round – teams – 30 mins – HM (Mildly technical)

2nd round -teams – 1 Hr – Panel (Technical)


Best vs Average

- Critical thinking, ability to analyze, implement basic logic rules. Service now experiences along with ITSM



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