Analyst-IT Service Management

4 weeks ago

Canada, CA Buchanan Technologies Full time

Analyst-IT Service Management

Job Type: Permanent, Full-time

Brampton/Mississauga area

Are you an ambitious and highly motivated Analyst with experience in rolling out new process or managing process improvement? Are you looking to make the next step in your career? If so, apply below and join our client– one of Canada’s most progressive regional services.

As an Analyst-Service Management within our ITS Client Technology Services Department, you will be responsible for managing the rollout of new processes or improvements on existing processes, tools and systems and providing necessary training to the operations team. They work closely with IT stakeholders to collectively provide support, advice, and recommendations and act as a subject matter expert (SME) for the ServiceNow platform. They are also responsible to oversee ITS incident change and problem activities, while analyzing the data for trends and continues improvement through process evaluation utilization ITIL ITSM Service Operations frameworks and best practices.

What will your typical day look like?

  • Manages IT service management operations, particularly incident, change, configuration and problem management processes; ensuring that all teams follow the incident and problem management processes.
  • Serves as primary contact point in major incident management, including tracking and managing major incidents/outages through the complete incident life cycle, and identifies solutions preventing re-occurrence of incidents by facilitating discussions with various technology teams to identify root causes and contributing factors.
  • Manages the communication process during major incidents.
  • Chairs IT production Change Management activities in ServiceNow platform using CAB Workbench.
  • Analyzes areas of improvements through automation and recommends improvements to processes, reporting, communication, training, systems and tools; manages the rollout of these new processes or improvements and provides necessary training to the operation team. Manages ServiceNow enhancements to support service management processes.
  • Assists in gathering core configuration requirements; translates these into design models, capturing requirements into stories and solutions/manages the overall implementation process in cooperation with developers. Work closely with ServiceNow Administrator and developers on requirements and testing.
  • Adheres to audit requirements for ITSM processes and works closely with auditors to ensure audit items are actioned and remediation occurs.
  • Participates in both problem and incident management executive summaries and reports on behalf of Service Desk
  • Produces metrics for service performance, reporting on the key measurements required to drive productivity/process improvements as related to incident and problem management.
  • Monitors the daily operation of the ITSM processes to ensure proper execution and compliance; identifies and addresses any incompliance or cross technology process improvement initiatives.
  • Collaborates with service owners and teams to ensure that all applicable IT policies and procedures are followed. Provides support and proposal to service owners with a view to continuously improving service quality.
  • Audits Service Desk CI(s) in ServiceNOW and establish utilization trend for refilling and budget input.
  • Participates in design, testing and transitioning Service Management and Service Integration solutions within the Now Platform. Designs and executes E2E trainings and UAT.
  • Performs thorough data analysis, while engaged in migration projects, to provide requirements for developers enabling configuration and customization
  • Provides 'Early Life Support' - delivering Service Management and Service Integration services and handing over support to the future delivery teams; ensuring process adoption and compliance through communication and training.
  • Works with IT Trainers to communicate and promote the IT service management processes and practices within ITS.
  • Performs additional duties as required.

Enough about us, lets talk about you

You are someone with:

  • A University Degree in Information Technology Systems or equivalent, plus additional course(s) and/or training an equivalent combination of education and experience.
  • ServiceNow System Administrator certification or ServiceNow Implementation Specialist is required.
  • Certification in ITIL v3 Foundations or ITIL v4 Foundations required.
  • Certification in ITIL intermediate level modules (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement) or ITIL Expert certification is preferred.
  • Minimum of 5 years of experience as a Change Manager with ITIL framework and ITSM best practices and process management, specifically Incident, Change, Problem and Configuration Management as well as Continuous Service Improvement.
  • Demonstrated knowledge of evaluating and managing problems.
  • Experience with ServiceNow pertaining to Incident, Change, Problem and Knowledge management modules.
  • Demonstrated knowledge of writing ITSM SOPs.
  • Experience implementing and continuously improving Incident and Problem Management for both production and non-production environments.
  • Experience preparing graphs and comprehensive Service Desk Metrics.
  • Demonstrated written and verbal communication skills.
  • Demonstrated teamwork and leadership skills.
  • Excellent oral communication and interpersonal skills.
  • Demonstrated presentation skills.
  • Demonstrated planning and organizational skills.
  • Valid Ontario Driver`s License (Class G) with full driving privileges.

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