IT Service Management Analyst

Job Summary (external):

The ITSM Analyst is responsible for the planning, implementation and coordination of ITSM processes and procedures within the organization. This role involves analyzing and improving IT service delivery through effective ITSM methodologies, compliance with ITIL best practices and monitoring the performance of IT services.

Job Duties:

Monitors and analyzes ITSM processes and systems to ensure efficiency and effectiveness.

Monitors and manages incidents and service requests to ensure timely response, efficient processing and proper resolution.

Identifies and analyzes root causes of recurring issues (Problem Management) and coordinates activities to prevent future occurrences.

Monitors and supports the implementation of changes to IT services, ensuring they are carried out with minimal disruption and in compliance with ITIL best practices.

Contributes to the creation and maintenance of knowledge articles to support service desk and operational teams.

Supports the maintenance of IT asset records and configuration management database (CMDB) items by ensuring data integrity, completeness, and alignment with operational processes.

Implements and maintains ITSM best practices and standards.

Identifies areas for improvement in IT service delivery and support solutions to enhance IT efficiency and effectiveness.

Collaborates with IT and business teams to develop and review service level agreements (SLAs) and key performance indicators (KPIs) to ensure IT services are effective and meet business requirements; includes regular reporting on performance metrics.

Provides support to Senior ITSM Analysts and ensures regular communication to WCB staff on ITSM processes and tools.

Maintains and updates documentation related to ITSM policies processes and procedures.

Participates in ITSM projects and initiatives as required.

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 five (5) years Information Technology experience, including minimum three (3) years related to IT service management methodologies, processes and tools

ITIL Foundation certification

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

Familiarity with ITSM tools and software, as well as a good understanding of IT infrastructure and systems

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 and the ability 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

High level of attention to detail to ensure accuracy in documentation and process implementation

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 Practitioner or higher certification
• Certified IT Service Management Professional (CITSM)

Competencies (internal only):

Essential:

Analysis/Problem Assessment

Client Service Orientation

Planning, Organizing & Follow-up

Quality Orientation

Technical/Professional Knowledge

Very Important:

Interpersonal Communication

Written Communication

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 ITSM Analyst is responsible for the planning, implementation and coordination of ITSM processes and procedures within the organization. This role involves analyzing and improving IT service delivery through effective ITSM methodologies, compliance with ITIL best practices and monitoring the performance of IT services.