Senior IT Service Management Analyst

Job Summary (external):

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 preferred

Minimum seven (7) years Information Technology experience, including minimum five (5) years related to IT service management methodologies, processes and tools

ITIL Foundation certification

ITIL Practitioner or higher level certification

Advanced knowledge of ITIL (Information Technology Infrastructure Library) best practices and frameworks

Excellent knowledge of ITSM tools and software, as well as a strong understanding of IT infrastructure and systems

Advanced proficiency with ITSM tools such as ServiceNow, BMC, Jira Service Desk or similar platforms

Demonstrated problem-solving skills to address and resolve IT service issues effectively

Strong commitment to customer service with the expertise to foster positive working relationships with partners and stakeholders, including managed service providers and external vendors

Ability to independently plan and organize workload and meet tight deadlines as well as flexibility to adapt to changing business needs and IT environments

Ability to communicate effectively, both verbally and in writing, including excellent presentation skills

Ability to facilitate meetings, stakeholder workshops, and presentations to a variety of audiences

The 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

Competencies (internal only):

Essential:

Analysis/Problem Assessment

Client Service Orientation

Planning, Organizing & Follow-up

Quality Orientation

Interpersonal Communication

Written Communication

Technical/Professional Knowledge

Very Important:

Decision-Making (Judgement/Problem Solving)

Teamwork/Collaboration

Additional Information (internal):

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.

• MVA Applicable

You may be asked to demonstrate your ability through competency based interviewing and/or testing.

Screening decisions are based on information outlined in your resumé and cover letter. Your work performance must be satisfactory for your application to be considered. If applying for a term position or out of a term position, please note that article 10.09d of the Collective Agreement may apply.

Additional Information (external):

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.

Job Summary (internal):

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.