IT Service Management Analyst

4 weeks ago

Mississauga, Canada Bayshore HealthCare Full time

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

The Analyst role performs operational and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management and Change Management for Information Technology departments.

This role supports and performs major incident management, process improvement activities, report generation, process development and improvements, process data analysis and communication.

The IT Service Management Analyst reports directly to the Manager, IT Service Management.

**Duties and Responsibilities**
- Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy
- Define and maintain common Service Management reporting formats and data sources
- Work with IT leadership team to define and report on key Service Management process metrics and supporting analysis
- Proactively analyze process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency, and alignment
- Work with process participants to manage completion of process activities and/or management of process metrics
- Accountable for the change management process, reviews RFCs, member and organizer of CAB & CR approver
- Manages major incidents, priority 1 and 2. Organize major incident bridge, coordinate support staff and management required, updates the incident, creates, and distributes communications. May require 24x7coverage, depending on the nature and severity of the incident.
- Support process improvement activities and assists with implementation of process changes
- Contribute, create, and organize Knowledge Base Articles and communication
- Facilitate process creation and review meetings, along with managing meeting actions
- Manage completion of process activities and/or management of process metrics
- Report progress and status of projects with mínimal direct supervision
- Perform light project management duties
- Identify and implement opportunities to improve and automate ITSM Reports
- Work with ServiceNow support to identify prospects of improving ServiceNow tool
- Participate in ongoing internal and/or external continuing education activities
- Adhere to Bayshore Policies and Procedures.
- Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
- Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
- Complete other tasks as requested

**Work Location** : Mississauga, Bayshore Healthcare, National Office.

**Hybrid work**: With a requirement to work onsite at least 2 days per week and 3 days remote.

Job Qualification

**Education & Experience**
- ITIL Foundations certification is required
- Minimum of 5 years experience working on IT Service Management initiatives (processes, concepts, and tools)

**Other Skills and Abilities**
- Proficiency in report generation, data collection and analysis
- Knowledge of IT best practices and process tools
- Proven business process analysis, strong interpersonal skills, and team orientation
- Strong analytical and problem-solving skills with attention to detail and accuracy along with the ability to work independently, under pressure
- High attention to detail, organized, and thorough
- Effective planning and organizational skills
- Excellent verbal communication skills: ability to explain complex, highly technical information to non-technical colleagues using clear simple language
- Excellent written communication skills
- Ability to effectively influence management yielding required results and building strong relationships

LI-Hybrid

  • Credit Analyst

    4 weeks ago

    Mississauga, Canada CanCap Management Inc. Full time

    AutoCapital Canada Inc. is part of privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off...

  • Analyst, Managed Security Services

    6 days ago

    Mississauga, Canada CDW Full time

    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe. The Analyst - Managed Security Services provides first-level technical client support and...

  • Funding Analyst

    4 weeks ago

    Mississauga, Canada CanCap Management Inc. Full time

    AutoCapital Canada Inc. is part of privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off...

  • Jr Control Analyst

    4 weeks ago

    Mississauga, Canada CanCap Management Inc. Full time

    CanCap Group Inc. (“CanCap”) is part of privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post...

  • user support technician

    3 weeks ago

    Mississauga, Canada GN IT & Management Solutions Inc. Full time

    Education: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 yearsExperience: 1 year to less than 2 yearsTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and implement solutionsProvide advice and training to users in response to...

  • Service Advantage Analyst

    4 weeks ago

    Mississauga, Canada PepsiCo Full time

    **Overview** The Service Advantage Analyst role is the liaison for PepsiCo Service Advantage Customers and Alternate Service Providers. The SA Analyst is accountable for account maintenance, service order entry, service escalations, equipment move entry and managing reporting/tracking tools in PBC and FOBO territories. **Responsibilities** **Major Task...

  • Service Advantage Analyst

    4 weeks ago

    Mississauga, Canada PepsiCo Full time

    Overview: The Service Advantage Analyst role is the liaison for PepsiCo Service Advantage Customers and Alternate Service Providers. The SA Analyst is accountable for account maintenance, service order entry, service escalations, equipment move entry and managing reporting/tracking tools in PBC and FOBO territories. **Responsibilities**: **Major Task...

  • user support technician

    3 weeks ago

    Mississauga, Canada GN IT & Management Solutions Inc. Full time

    Education: Expérience: EducationCollege, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 yearsTasksRespond to users experiencing difficulties with computerConsult user guides, technical manuals and other documents to research and implement solutionsProvide advice and training to users in response to identified...

  • Senior Analyst, IT Service Governance

    3 weeks ago

    Mississauga, Canada Community Trust Full time

    Senior Analyst, IT Service Governance Mississauga, ON, Canada Req #2560 Wednesday, March 6, 2024 Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the...

  • Marketing Analyst and Branding Specialist

    5 days ago

    Mississauga, Canada Synergy IT Solutions Inc. Full time

    Synergy IT is a dynamic IT solutions provider committed to empowering businesses with cutting-edge technology. We specialize in customized solutions tailored to our clients' needs, fostering a culture of collaboration and innovation. Join us in shaping the future of IT solutions delivery. Synergy IT is seeking a versatile Marketing Analyst & Branding...

  • Senior Analyst, IT Service Governance

    24 hours ago

    Mississauga, Canada Questrade Financial Group Full time

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about...

  • Senior Analyst, IT Service Governance

    4 weeks ago

    Mississauga, Canada Questrade Financial Group Full time

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about...

  • Senior Analyst, IT Service Governance

    7 days ago

    Mississauga, Canada Questrade Financial Group Full time

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about...

  • Senior Analyst, IT Service Governance

    7 days ago

    Mississauga, Canada Questrade Financial Group Full time

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about...

  • Systems Technical Support Analyst

    4 weeks ago

    Mississauga, Canada Synergy IT Solutions Inc. Full time

    Work Term: Permanent - Work Language: English - Hours: 30 to 35 hours per week - Education: College/CEGEP - Experience: 1 year to less than 2 years **Work setting**: - Relocation costs not covered by employer - Willing to relocate - Consulting firm - Server farm **Tasks**: - Communicate electronically and in person with computer users experiencing...

  • Sr Analyst, Managed Security Services

    6 days ago

    Mississauga, Canada CDW - Canada Full time

    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe. This role will support our Mississauga, Ontario area Security Operations Centre, and can be...

  • Sr Analyst, Managed Security Services

    7 days ago

    Mississauga, Canada CDW - Canada Full time

    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe. This role will support our Mississauga, Ontario area Security Operations Centre, and can be...

  • Sr Analyst, Managed Security Services

    7 days ago

    Mississauga, Canada CDW - Canada Full time

    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe. This role will support our Mississauga, Ontario area Security Operations Centre, and can be...

  • Sr Analyst, Managed Security Services

    1 day ago

    Mississauga, Canada CDW - Canada Full time

    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe. This role will support our Mississauga, Ontario area Security Operations Centre, and can be...

  • Sr Analyst, Managed Security Services

    2 weeks ago

    Mississauga, Canada CDW Full time

    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.This role will support our Mississauga, Ontario area Security Operations Centre, and can be...