ITSM Analyst

About F12

F12 was built by uniting IT consulting firms across Canada with a shared vision : to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

The Position

The ITSM Analyst plays a key role in supporting and maturing F12’s IT Service Management processes through the successful rollout, configuration, and ongoing support of the HALO ITSM platform. This role ensures our internal teams and clients experience streamlined, efficient, and consistent service interactions through well-designed workflows, automation, and data-driven insights. The ITSM Analyst will collaborate with cross-functional teams—including Service Desk, DevOps, Project Services, and Client Success—to build an optimized ITSM ecosystem aligned with F12 standards and operational goals.

Responsibilities

• HALO ITSM Platform Support & Administration : Serve as the primary administrator and subject matter expert for the HALO ITSM platform.
• Configure and maintain modules such as Incident, Request, Problem, Change, CMDB, Knowledgebase, and Service Catalog.
• Manage platform updates, integrations, and release testing.
• Build and optimize forms, automations, workflows, and dashboards.
• Support data imports / exports, reporting, and service metric design.

Platform Rollout & Enablement

Process Improvement & Governance

Support & Troubleshooting

Requirements

Preferred

What You Can Expect from Us

We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes :

Our Equal Opportunity Commitment

F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law. For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.

The position represents a true vacancy and we do not currently use artificial intelligence (AI) to screen, assess, or select candidates.

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