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IT Service Management Analyst
2 months ago
We are seeking an experienced IT Service Management Analyst to join our team at Metrolinx. As an IT Service Management Analyst, you will play a critical role in ensuring the effective management of IT services and the delivery of high-quality service to our customers.
Key Responsibilities- Develop and maintain IT service management processes and procedures to ensure alignment with industry best practices and organizational goals.
- Collaborate with cross-functional teams to identify and resolve IT service issues and improve overall service delivery.
- Lead incident and problem management activities, including root cause analysis, resolution, and post-incident reviews.
- Develop and implement continuous improvement initiatives to enhance IT service management processes and procedures.
- Provide guidance and support to staff on IT service management processes and procedures.
- Develop and maintain metrics and reports to measure IT service management performance and identify areas for improvement.
- Completion of a diploma in business, information systems, or a related discipline.
- Demonstrated experience working on IT service management initiatives, including process development, implementation, and improvement.
- ITIL Foundation certification is required.
- Project Management Professional (PMP) or PRINCE2 certification is an asset.
- Experience with IT service management software tools is preferred.
- Solid knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications.
Metrolinx is an equal opportunities employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
