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Information Technology Service Management

5 months ago

Toronto, Canada CAAT Pension Plan Full time

** PLEASE APPLY ON COMPANY WEBSITE***

We're on a mission to secure a better financial future for Canadians. Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact. Work that truly counts

**Why you will love being a CAATster**:
**A Culture of Collaboration and Fun**

We're a team that works, grows, and celebrates together. At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and foster open communication.

**Comprehensive & Holistic Care**

Your dedication deserves appreciation At CAAT, we celebrate the complete you, prioritizing your well-being above all. Our all-encompassing employee programs are designed to cater to every aspect of your life and wellbeing, ensuring you feel cherished and valued. We provide a competitive Total Rewards program based around your physical, mental, and financial wellness. This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.

**Growth Opportunities**

Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn. As we grow, so do you. Let’s make a difference together

The Information Technology Service Management (ITSM) Analyst is integral to the success of the Technology & IT
Services Management team and to CAAT’s guiding mission and growth strategy.

**We are looking for someone with**:

- Bachelor’s Degree in computer science/systems/engineering or a related discipline or equivalent experience
- A minimum of three (3) to five (5) years of experience driving ITIL process and continuous service improvement
- Hands-on experience with ServiceNow Platform
- Possesses ITIL v4 foundation certification
- Experience working collaboratively with multidisciplinary teams
- Experience working independently with expert incident management, change management, problem management & continuous service improvement experience within an Information Technology work environment

**Once here you will**:

- Contribute to the development, operation, and strategy for our ITIL processes and tools to ensure effective management and governance of CAAT’s Service Management processes
- Support processes covered by the Services team: Incident Management, Request Fulfillment, Change Management, Problem Management, Knowledge Management, Configuration Management, Service

Catalog Management
- Support the Implementation of ServiceNow services and improvements to support continuous improvement of service management processes.
- Manage and coordinate problem investigations with a focus on root cause identification and prevent the replication of incidents across the enterprise
- Maintain the documentation and knowledge articles that support IT service management processes
- Produce metrics for service performance, reporting on the key measurements required to drive productivity/process improvements as related to incidents, service requests, change management, and problem management
- Organize and be responsible for the change advisory board meeting (CAB)
- Manages training and communications to promote the IT service management processes and practices in the IT community and user community

The success of our company is dependent on fostering a culture of embracing diversity, equity, and inclusion in everything we do. All employees are guided by our Mission, Values, and Code of Conduct.

Work Location: Hybrid remote in Toronto, ON M5B 2L7