IT Service Management
6 months ago
**About Us**:
**The Opportunity**:
Under Sunwing Vacations, we are looking for a ITSM Analyst to join us in making vacation dreams come true. As the ITSM Analyst you will be responsible for providing exceptional service management support, handling escalations, and actively participating in project work. Additionally, you will be involved in process design and implementation to improve service delivery and efficiency. The position reports to the Sr. Manager, IT Operations and will be located in Toronto, ON.
**What You’ll Do**:
- Provide advanced support and troubleshooting for IT service requests forms and incident management.
- Collaborate with the Team Lead to design and implement IT service management processes, ensuring compliance with ITIL best practices.
- Contribute to asset management activities, including tracking, procurement, and disposal.
- Coordinate and oversee the change management process to minimize service disruptions and ensure smooth transitions when implementing new technologies or updates.
- Facilitate incident and problem resolution processes, ensuring that root causes are identified, and preventive actions are taken.
- Maintain accurate and up-to-date documentation related to IT service management processes, procedures, and policies.
**What You’ll Need**:
- Minimum of 1 year of experience in IT service management.
- Strong knowledge of IT service management frameworks and best practices.
- Excellent communication, and problem-solving skills.
- Proficiency in IT service management software and tools.
- Exceptional customer service orientation and the ability to work under pressure.
**What We Offer**:
- Hybrid Work Opportunities
- Great travel perks
- Goodlife Corporate Discount
- Comprehensive benefits package
- RRSP Matching Program
- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Fresh Café with delicious snacks and meals at a subsidized price
- Opportunity to give back through our social responsibility initiatives
Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.
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