Senior IT Service Management Analyst

Position ID: J1125-0799 Competition No.: 25-111 Job Title: Senior IT Service Management Analyst Job Type: Permanent, Full-time Open Positions: 1 Job Location: Winnipeg, Manitoba, Canada Work From Home Eligible: Yes Workplace Type: Hybrid Date Posted: December 2, 2025 Closing Date: December 23, 2025 Share Facebook X Email LinkedIn About the Workers Compensation Board of Manitoba The Workers Compensation Board of Manitoba (WCB) serves workers and employers through a no-fault insurance system integral to the Manitoba economy. With approximately 600 employees, the WCB is dedicated to ensuring and supporting safe and healthy workplaces. We put workers and employers at the centre of everything we do, providing services for injury prevention, compensation and facilitating return to health and work. Through SAFE Work Manitoba, a division of the WCB, we collaborate with our partners to build a strong culture of workplace safety and health by preventing injuries and illnesses before they occur. If you're passionate about making a meaningful difference in people's lives, we invite you to join our dedicated team and contribute to a safer Manitoba. Why work for us? If you’re looking to make a real difference in your community, grow your career and work in a supportive, inclusive environment, the WCB is the place for you. We offer: competitive wages compressed work week and flexible start times defined benefit pension plan 100% employer-paid benefits work from home program paid professional development health and wellness spending accounts paid mental health and wellness days staff appreciation and recognition events respectful, diverse and inclusive workplace culture Apply today and see why we’re one of Manitoba's Top Employers. Job Summary The Senior ITSM Analyst is responsible for developing and implementing long-term ITSM strategies to align with organizational goals and objectives. This position manages ITSM processes and tools, providing high-level guidance and recommendations on service improvements to optimize and enhance IT service delivery, training and mentoring of IT staff. Job Duties: Oversees the entire ITSM process, including strategic planning, tool selection and optimization, process improvements, and ensuring alignment with business goals. Develops and implements ITSM strategies, policies and procedures across the organization, including monitoring/evaluating standards, best practices, process effectiveness and continuous improvement initiatives.Leads major incident management processes to ensure timely response, resolution and communications on system outages impacting business operations.Leads Problem Management processes, manages remediation activities identified through root cause analysis, and recommends solutions to prevent future occurrences.Leads Change Management processes and facilitates Change Advisory Board (CAB) review and approvals prior to the implementation of changes to IT services, ensuring minimal disruption and compliance with ITIL best practices.Leads ITSM projects and initiatives from inception to completion including: business case development, options analysis, planning activities, review of technical designs, implementation support and transition to operations.Owns the Knowledge Management process, ensuring content governance, stakeholder engagement, and continuous improvement of the knowledge base.Maintains and governs the lifecycle of IT assets and configuration items within the configuration management database (CMDB) to ensure accurate inventory, compliance, and alignment with service management processes.Mentors ITSM Analyst role and other IT staff by providing support, guidance and training on ITSM processes and adoption of best practices.Establishes and maintains stakeholder relationships with IT and business teams to oversee and monitor service level agreements (SLAs) and key performance indicators (KPIs) against agreed upon business requirements.Conducts regular audits and assessments of ITSM processes and reports on IT service effectiveness in accordance with SLAs, KPIs, and other performance indicators.Promotes training and regular communications to WCB staff on ITSM best practices, processes and tools.Stays current with the latest ITSM methodologies, trends, best practices and tooling capabilities.Performs other related duties as assigned. Qualifications: Completion of a recognized degree or diploma program in an IT related discipline; Computer Science is preferredMinimum seven (7) years Information Technology experience, including minimum five (5) years related to IT service management methodologies, processes and toolsITIL Foundation certification ITIL Practitioner or higher level certificationAdvanced knowledge of ITIL (Information Technology Infrastructure Library) best practices and frameworksExcellent knowledge of ITSM tools and software, as well as a strong understanding of IT infrastructure and systemsAdvanced proficiency with ITSM tools such as ServiceNow, BMC, Jira Service Desk or similar platformsDemonstrated problem-solving skills to address and resolve IT service issues effectivelyStrong commitment to customer service with the expertise to foster positive working relationships with partners and stakeholders, including managed service providers and external vendorsAbility to independently plan and organize workload and meet tight deadlines as well as flexibility to adapt to changing business needs and IT environmentsAbility to communicate effectively, both verbally and in writing, including excellent presentation skillsAbility to facilitate meetings, stakeholder workshops, and presentations to a variety of audiencesThe ability to communicate proficiently in both official languages (English & French) is an asset, but is not required.The following designations are considered an asset: - ITIL Intermediate or higher certification- Certified IT Service Management Professional (CITSM)- Project Management Professional (PMP) certification Additional Information Ability to communicate proficiently in both official languages (English & French) is an asset.A satisfactory criminal record check and verification of education will be required for the successful candidate.The WCB is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, 2SLGBTQ+ persons and members of other equity-seeking groups. Applicants are encouraged to indicate in their covering letter or resumé if they are a member of these groups.The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.The Workers Compensation Board promotes safety and health in Manitoba workplaces and aims to help prevent and reduce the occurrence of workplace injuries and disease. Working with its partners, the WCB promotes safe and healthy workplaces, facilitates recovery and return to work, provides compassionate and supportive compensation services for workers and employers, and ensures responsible financial stewardship. WCBdoes encompasses what it means to work at the WCB. The WCB is proud to have employee benefits and programs that support financial and personal security, foster health and well-being, encourage involvement and support growth as an individual and member of the WCB community. The four categories of WCBdoes include: Security, Wellness, Engagement and Growth. Are you interested in this job?