ITSM Reporting Analyst

2 weeks ago

Toronto, Ontario, Canada Apex Systems Full time $90,000 - $120,000 per year

ITSM Reporting Analyst

Apex Systems is a global IT services provider, and our staffing practice has an opening for an ITSM Reporting Analyst with strong ServiceNow Change, Incident and Problem knowledge, a reporting background and data analysis experience to place at our client, a Big Five Bank.

  • Client:
    Big Five Bank
  • Terms:
    12-month Contract
  • Location:
    Currently 100% Remote – Canada-wide

Job Description:

  • ITSM skillset primarily on Change, Incident and Problem, and a reporting background.
  • This role will be dedicated to doing data analysis of the KPI data that we produce, to identify trends, dig into the data in ServiceNow to look for the reasons for deviations, when the existing reports and metrics are not sufficient, and identifying inconsistencies deriving from poor process execution.
  • Focused on Change data, but the role needs to be data analysis for ITSM, since Change correlates with other ITSM processes.
  • Identifies emerging issues and trends to inform decision-making
  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
  • Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting
  • Identifies and recommends solutions to resolve issues in data quality, data policy, and metrics
  • Looks for opportunities to eliminate, simplify and automate processes.
  • Recommend approaches or changes to streamline and integrate processes to improve overall efficiency
  • Assesses the quality of supporting documentation, including process documents, to ensure continued alignment to strategic objectives, risk directives, and corporate standards
  • Fosters a culture where data is managed as a valuable corporate asset
  • Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders

Key Qualifications:

  • Bachelor's degree, Diploma or Certificate in Computer Science, Business Administration or other related field, or equivalent combination of education and experience.
  • 3-5 years' experience working in a technological environment.
  • Understanding of ITSM principles, processes and methodologies with ITIL foundation certificate required.
  • Experience with ITSM software applications and tools, analysis, and reporting.
  • Experience in working with a cross functional team is an asset.
  • Basic knowledge of banking, business, and technical areas
    .

Interview Process:
Interviews will take place in two rounds during the same week this month.

This is a great opportunity to join a Big Five Bank and continue your career in the financial domain. Be a part of a great work environment with a very well-organized team and colleagues who will help you succeed.

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