Analyst, IT Service Management

6 months ago

Dorval, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

The IT Service Management team is responsible for several core operational process (Change Enablement, Asset Management, Configuration Management, etc.), and is also responsible for ensuring that Air Canada's ITSM solution (currently ServiceNow) is designed to support these processes.

Given the ever-evolving nature of AC's needs, this position requires a dynamic professional who can understand and anticipate these needs, translate them to actionable technical requirements, and implement these solutions.

These are exciting times for IT at Air Canada, with many major projects underway that will transform the IT landscape in the company. Air Canada is also investing in new technologies that will facilitate its digital transformation. This is a unique opportunity to work with state-of-the-art technologies and to contribute to the creation of the Air Canada of tomorrow.

This role will report to the Manager, IT Service Management.

**Responsabilities**:

- Responsible for the quality of service provided via ServiceNow (ensuring consistent uptime, resolving incidents in a timely manner, bug fixes, etc.).
- Act as the first point of contact for ServiceNow issues and requests with key stakeholders.
- Act as the first point of contact for ServiceNow with 3rd party vendors/suppliers.
- Collaborating with other teams (IT and non-IT alike) to understand their needs and develop solutions in ServiceNow to address these needs.
- Proactively identifying opportunities for growth and improvement.
- Responsible for ensuring that ServiceNow development aligns to Air Canada's ITSM processes.
- Ensuring that all solutions put into place are adaptable as AC's environment and technologies change.
- Ensure adherence to defined organizational processes for continued consistency of IT services deliver.
- Promote use of self service and review service catalogue to reduce service cost & enhance user experience.
- Bring in operational efficiency in service desk management by reducing ticket volumes through root case analysis, periodic reviews and process improvements.
- Collaborate in conducting end user surveys and create action plans, as required.

**Qualifications**
- A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
- 3+ years of IT development and administration experience in a large company.
- Exceptional analytical, organizational and communication skills.
- Excellent attention to detail.
- Ability to prioritize and meet tight deadlines while working under mínimal supervision.
- Ability to understand customer needs and translate these needs to technical requirements.
- Ability to anticipate change and ensure solutions are as "future-proof" as possible.
- Good communications skills are required - ability to act as key interface with internal and external teams (including non-IT).
- Good understanding of IT Operations, IT Service Management, and Support Models.
- Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers.
- The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others.
- Results-oriented with proactive and methodical approach to problem solving.
- Ability to establish and maintain effective business relationships.
- Must be fluent in English (oral and written), French an asset.

**Desirable Qualifications**:

- ServiceNow Certifications
- ITIL Certifications
- Knowledge of other ITSM, Project Management, and Defect Tracking tools

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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