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Sr Analyst, ITSM
2 months ago
Work Arrangement: Hybrid
Department: Services Management Area
Pembina Pipeline Corporation is a dynamic energy transportation and midstream provider, serving customers for more than 65 years. We own pipelines that transport hydrocarbon liquids and natural gas products primarily in Western Canada. Our operations along the hydrocarbon value chain allow us to offer a full state of midstream and marketing services to our customers in the energy industry.
We are an organization that cares not only about results, but how those results are achieved. Our organization is grounded in the values of Safe, Trustworthy, Respectful, Collaborative and Entrepreneurial. Cultivating a positive employee experience and promoting a diverse and inclusive environment where our employees feel engaged, recognized and empowered is foundational to our ambition of being an employer of choice.
We value the safety of our communities, customers, contractors, and employees, and believe that all incidents are preventable. Compliance with all policies, procedures, and regulations is a requirement, and our Life Saving Rules are basic rules that everyone should know and live by. Working for Pembina means working safely.
Overview:
Pembina's Information Services Unit (ISU) is recruiting a Senior Analyst, IT Service Management (ITSM), to join the team in Calgary. Reporting to the Supervisor, Services Management, the Senior Analyst will be responsible for facilitating IT processes with minimal disruption to Pembina’s business services. The Senior Analyst, ITSM will direct, monitor, and assess service management offerings, including change management, release management, service requests, incident management, problem management, and configuration management.
Pembina's Information Services Unit (ISU) manages and maintains the company's information technology infrastructure, applications, data, and cybersecurity platforms in relation to Pembina's strategy and business needs.
Responsibilities may include but are not limited to:
- Govern ITSM processes in a multivendor environment with a focus on the following practices: Release, Change, Knowledge, Incident, and Problem management;
- Conduct process audits and provide ITIL process improvements;
- Collaborate with operational support/delivery teams;
- Coordinate root cause analysis investigations involving technology;
- Data classification and normalization within the ServiceNow Platform to evolve automation and orchestration;
- Evolution of transition to sustainment process;
- Continued progression and compliance of KPIs and industry metrics for ITSM Service Delivery;
- Collaborate with teams to promote ITIL best practices through informational sessions, continuous service improvement groups, and workshops;
- Lead the Change Advisory Board meetings as needed and provide expert input;
- Support Pembina’s safety culture of 'Zero by Choice' and the 'Life Saving Rules';
- Participate and support an equitable, diverse, and inclusive workplace.
Qualifications:
- ITIL V4 Certified;
- 5+ years’ experience of ITIL principles and processes delivered via ServiceNow;
- Knowledge of IT Infrastructure, Network, Applications processes related to Service Management;
- Experience in a strategic business analyst role: requirement gathering, detailed design, issue management, documentation, and training;
- Strong oral and written communication abilities and presentation skills;
- Strong engagement competencies with end users at all levels within the organization;
- Effective in working with cross-functional teams;
- Ability to prioritize tasks and projects and can shift demand quickly.
The successful candidate must live within 100 km of Calgary, AB.
Pembina’s Flexible Work Standard provides the option for eligible employees to work remotely on Mondays and Fridays.
The successful candidate must be legally able to work in the country of the position. Final candidate will be required to undergo Pre-Employment Background Checks including a Criminal Record Check.
This position will be posted until end of day: 09/03/2024.
Our expectations are high, and our rewards reflect this: We treat our people well - whether it's through our total rewards package, community engagement, or volunteer opportunities, all in an environment that is equitable, safe, respectful, inclusive, and accessible.
We recognize that diverse perspectives and experiences fuel innovation and enrich our workplace culture. We encourage applications from individuals of all backgrounds and experiences. If you're contacted to set up an interview and you require accessibility accommodations, please let your Talent Acquisition Advisor know at that time.
No agency calls please.
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