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Information Technology Service Management Analyst

1 month ago

Canada Systematix Full time

We are Systematix and we are currently looking for a Service Delivery and Service Management (ITSM) Consultant with experience working with Cyber Security teams. This role is 100% remote to be performed anywhere in North America, Central or Eastern time zone, with possible travel occasionally (very rare).

ABOUT THE PROJECT:

Our client is activating a service provider relationship and implementing new IT Service Management (ITSM) processes and metrics. We're seeking an experience consultant to support this initiative, globally. The ideal candidate will have a strong background in ITSM, ITIL and Cyber Security service operations, helping to define, implement and optimize processes and performance metrics.

Your responsibilities will include, but are not limited to:

  • Applying base ITIL and ITSM process understanding to service request management, incident management, and operations monitoring.
  • Assist with defining, implementing and continuously improving ITSM processes – mostly manual at this point; migration to ServiceNow coming in late 2025.
  • Leading the collection, and or computation of, metrics; performing metrics quality assurance; developing and redacting metrics reports of professional and presentable quality.
  • Coordinating and leading weekly performance status calls and metrics reviews.
  • Assist with defining, implementing, or continuously improving supplier governance processes such as: Personnel onboard and offboard, Personnel periodic access validation.
  • Daily operations: monitoring performance and shift log quality assurance audit / validation.
  • MS Office – strong Powerpoint and Excel – Formulas, Macros, Pivot Tables.

ABOUT THE REQUIRED SKILLS:

  • 5+ years of IT Service Delivery, consulting on ITSM processes
  • Experience working in Cyber Security or SecOps teams is a MUST
  • Strong hands-on experience with Ticket Workflow / Queue Management; Ticket Routing Accuracy and Optimization; SLA and Ticket Age Monitoring.
  • Proficient in using Microsoft Excel for data analysis and charting, and for basic calculations such totals and averages; capable of presenting data in bar, pie, trendline and other basic views; as well PowerPoint for data visualization and to present data analysis.
  • Ability to communicate effectively.
  • Ability to build rapport with team members and clients, coordinate weekly performance reviews and track vendor/supplier performance.
  • Knowledge of security technologies and trends.
  • Technical background with the ability to interface with facilities vendors.
  • Undergraduate degree or equivalent experience preferred.

ABOUT THE ROLE:

This is a 6-month contract, with strong intent to extend; 100% remote; Eastern or Central time zone, from anywhere in North America.

APPLY NOW:

If you are interested in finding out more, please contact us or submit your resume. Or, if you know someone who meets these qualifications, please forward this assignment.

ABOUT SYSTEMATIX:

Systematix is a Global Consulting and Resourcing firm head quartered in Canada with offices across North America and the United Kingdom. We provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and all Private Industry sectors.

Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer. At Systematix, we don't just accept difference, we thrive on it and believe that diverse cultures, perspectives, and experiences enhance our workforce and bring value to our community. Systematix Technology Consultants Inc has adopted the Employment Equity Policy to promote the full participation and advancement of members of the designated groups (women, indigenous peoples, members of visible minority groups, and persons with disabilities) under the Canadian Human Rights Act and Employment Equity Act in the Systematix Technology Consultants Inc workforce.