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Senior IT Service Management Analyst
3 months ago
Work Arrangement: Hybrid
Department: Services Management Area
Pembina Pipeline Corporation is a leading energy transportation and midstream service provider, with a legacy of over 65 years in the industry. We specialize in the ownership and operation of pipelines that transport hydrocarbon liquids and natural gas products, primarily in Western Canada. Our extensive infrastructure includes gathering and processing facilities, as well as logistics for oil and natural gas liquids. This comprehensive approach allows us to deliver a full suite of midstream and marketing services to our clients in the energy sector.
Our organization prioritizes not only achieving results but also the methods employed to reach those outcomes. We are founded on core values of Safety, Trust, Respect, Collaboration, and Entrepreneurship. Fostering a positive employee experience and nurturing a diverse and inclusive workplace where our staff feel engaged, valued, and empowered is central to our goal of being an employer of choice. Discover more about our values and strategic vision.
We are committed to the safety of our communities, clients, contractors, and employees, firmly believing that all incidents can be prevented. Adherence to all policies, procedures, and regulations is mandatory, and our Life Saving Rules are fundamental principles that everyone should understand and follow. Working at Pembina means prioritizing safety.
Position Overview:Pembina's Information Services Unit (ISU) is seeking a Senior Analyst in IT Service Management (ITSM) to be part of our Calgary team. Reporting to the Supervisor of Services Management, the Senior Analyst will facilitate beneficial changes with minimal disruption to Pembina's business operations. This role involves directing, monitoring, and evaluating service management offerings, including change management, release management, service requests, incident management, problem management, and configuration management.
The ISU is responsible for managing and maintaining the company's IT infrastructure, providing technical support, ensuring data security and accessibility, implementing new technologies, strategizing for future developments, managing vendor relationships, and ensuring compliance with applicable laws and regulations.
Key Responsibilities:The responsibilities of this role may include, but are not limited to:
- Overseeing ITSM processes in a multivendor environment with a focus on practices such as Release, Change, Knowledge, Incident, and Problem management;
- Conducting process audits and implementing ITIL process enhancements;
- Collaborating with operational support and delivery teams;
- Coordinating root cause analysis investigations involving technology;
- Classifying and normalizing data within the ServiceNow Platform to enhance automation and orchestration;
- Advancing the transition to sustainment processes;
- Monitoring and ensuring compliance with KPIs and industry metrics for ITSM Service Delivery;
- Promoting ITIL best practices through informational sessions, continuous service improvement groups, and workshops;
- Leading Change Advisory Board meetings and providing expert insights as required;
- Supporting Pembina's safety culture of 'Zero by Choice' and adhering to the 'Life Saving Rules'; and
- Contributing to an equitable, diverse, and inclusive workplace.
- ITIL V4 Certification;
- 5+ years of experience with ITIL principles and processes implemented via ServiceNow;
- Understanding of IT Infrastructure, Network, and Applications processes related to Service Management;
- Experience in a strategic business analyst capacity, including requirement gathering, detailed design, issue management, documentation, and training;
- Excellent oral and written communication skills along with strong presentation abilities;
- Proficient in engaging with end users at all organizational levels;
- Effective collaboration with cross-functional teams;
- Ability to prioritize tasks and projects while adapting to shifting demands.
The successful candidate must reside within 100 km of Calgary, AB.
Pembina's Flexible Work Standard allows eligible employees to work remotely on specified days.
The successful candidate must have the legal right to work in the country of the position. The final candidate will be required to undergo Pre-Employment Background Checks, including a Criminal Record Check.
We uphold high expectations, and our rewards reflect this commitment: We value our employees through our comprehensive rewards package, community engagement, and volunteer opportunities, all within an environment that is equitable, safe, respectful, inclusive, and accessible.
We recognize that diverse perspectives and experiences drive innovation and enhance our workplace culture. We believe that each individual's unique background, identity, and contributions are vital to our collective success. We encourage applications from individuals of all backgrounds and experiences. If you require accessibility accommodations during the interview process, please inform your Talent Acquisition Advisor at that time.
Pembina is proud to be recognized as one of Canada's Top 100 Employers, Alberta's Top Employers, and an Employer Partner of the Canadian Centre for Diversity and Inclusion. We are also strong advocates for Skills Canada.
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