Analyst, IT Service Management

2 days ago

Etobicoke, Canada Red Label Vacations Full time

**Position**:Analyst, IT Service Management

**Status**:Full Time

**Department**:IT

**Reports to**:Director, IT

**Location**:Head office Toronto (temporarily remote)

**The Opportunity**

Analyst, IT Service Management will respond to and lead participants during event incident, problem, change and other ITIL activities in alignment with business requirements.

**How You Will Be Spending Your Time**
- Create, monitor, and report IT Service Levels.
- Configure ITIL tools (Jira, ServiceDesk Plus, etc.) and script processes which are leveraged to communicate IT Services.
- Implement automation tools which improve the communication of IT services.
- Host meetings which evaluate the business impact of IT events (major incident, post incident review, change advisory board (CAB), etc.).
- Track key performance indicators and identify areas for improvement which can prevent problems before they impact the business.
- Identify monitoring solutions which can improve operational resiliency.
- Other duties as assigned.

**The Skills, Experience and Requirements You Need to be Successful**
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum 5 years experience performing similar duties.
- Experience with ITIL processes.
- ITIL certification.
- Experience in IT operations.
- Experience as a Major Incident Manager.
- Experience with IT change management and change advisory board (CAB).
- Experience with IT governance in terms of incident, problem, change, and IT audit.
- Configuration experience with ITSM tools (Jira, ServiceDesk Plus, etc.).
- Proficient in the use of software tools including spreadsheets, process modeling and business intelligence.
- The ability to work within, and contribute to, a team environment.
- Willing to work shifts and weekends.
- Excellence in communication, interpersonal and customer service skills.
- Solid analytical and problem-solving skills.
- Organizational skills.

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Wellness program

Schedule:

- 8 hour shift

**Experience**:

- IT change management and change advisory board: 4 years (preferred)
- IT governance - incident, problem, change, and IT audit: 4 years (preferred)
- Configuration experience with ITSM tools: 4 years (preferred)

Work Location: Hybrid remote in Etobicoke, ON

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