IT Service Management Analyst

IT Service Management Analyst

The opportunity

We are looking for an experienced IT Service Management Analyst to join our IT Service Management team, focused on enabling process and operations excellence in our evolving Technology Infrastructure services space.

As an IT Service Management Analyst, you will act as the go-to person for our client, partner with Product and Services business partners to understand and effectively communicate desired business outcomes, key use cases, and process requirements; working closely with product, engineering and operations team to improve process maturity, drive automation and performance reports.

Who you’ll work with

IT Service Management Analyst will work closely with Application and Infrastructure operations, Infrastructure Engineering, Product and Services team to provide clarity on operational metrics, configuration data quality requirements and details for each process. As the ITSM analyst, you will work with a diverse set of users to implement process and tool improvement ideas, fulfill data quality requirements for asset and configuration items. You’ll have the opportunity to work remotely and come into the office on occasion for team collaboration moments. Our Flexible Travel Program also gives you the option to work abroad for a month in another region/country. The choice is yours

What you’ll do
- Creates and maintains ITSM process reporting, optimizes the management of data sources and data accuracy
- Automates reporting from data sources where possible
- Defines and maintains common Service Management reporting formats, data sources, and definitions
- Identifies and Implements opportunities to improve and automate ITSM Reports
- Work with ServiceNow team to identify prospects of improving ServiceNow tool

What you’ll need
- Bachelor’s degree in computer science with a focus on analytics
- ITIL certified to a minimum of foundation level.
- Superior analytical and problem-solving abilities
- Demonstrated understanding of IT Service Management practices and supporting technology; ServiceNow experience is an asset
- Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
- 3 years of direct experience in IT Service Management process support or operational activities
- 3 years experience in an analytical role with preference to process analytics

What we're offering
- Pay for performance environment that offers competitive salary and incentive
- Numerous opportunities for professional growth and development
- Comprehensive employer paid benefits coverage
- Retirement income through a defined benefit pension plan
- Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
- A flexible/hybrid work environment combining in office collaboration and remote working
- Competitive time off
- Discount programs including Edvantage and Perkopolis
- Degreed: a digital platform that helps you quickly and easily discover, share, and track various learning resources — from courses to videos to articles and more.

At Ontario Teachers', diversity is one of our core strengths. We are a globally minded organization and take pride ensuring that the people we hire and the culture we create reflect and celebrate diversity of thought, background and experience. Through our Inclusion & Diversity Employee Resource Groups (ERGs) events, celebrations, we offer a variety of opportunities for colleagues to connect for the purposes of professional development and networking & mentoring.

How to apply

Accommodations are available upon request
- Note that all individuals employed by Ontario Teachers’ in our Toronto office will be required to provide proof of full vaccination against COVID-19 as a condition of employment. We remain committed to an accessible, inclusive and barrier free workplace; written requests for a human rights-based exemption from vaccination will be considered on a case-by-case basis._
- _#LI-Hybrid #LI-WC1

Functional Area:
Information Technology

Requisition ID:
4364

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