Service Management Analyst
- Full-time
Description
">Why Meridian?
At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.
Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.
Find our story here:
The role:
Assist with the efficient and effective delivery of the Service Management Program at Meridian. Overall this role will be integral with the enhancement and maintenance of the Service Management Program on a daily basis, assisting with project initiatives to enhance Meridian’s delivery of IT services and support to the organization. Key focus on the development and maintenance of the Service Management tool set, process and reporting activities.
What You’ll Do:
Decision-Making
- Act as Change Manager within the Change Management process, which includes the solicitation of approvals, Change closure, PIRs and associated documentation has been updated.
- Assist with the governance of the Incident, Problem Management, Request Fulfillment processes and Availability tracking.
- Where appropriate, utilize AI functionality to create efficiencies within processes and workflow functionality.
Service
- Contribute to the design and documentation of workflow improvements associated within the Service Management Program.
- As a technical SME, assist with prioritization sessions with regards to enhancement requests for the IT and Business Program processes.
- Assist with gathering business requirements for improvements to Enterprise Service Management tool, and interface with third parties in the development, configuration, integration and implementation of these improvements as per approved priorities.
- Provide process support on day-to-day issues or questions related to the Service Management Program.
- Participate in prioritization sessions regarding enhancement requests to the Service Management Program.
- Perform administration activities and configurations updates within ServiceNow, including coding and development of new system capabilities and workflows.
- Recommend and provide input into automated tasks that improve efficiency within teams.
- Recommend ITIL process improvements
- Educate, create and execute regular and ad hoc reports for all departments who utilize service statistics.
- Provide ad hoc reporting for departments who utilize service statistics.
Collaboration
- Provide secondary support for the Service Management processes.
- Assist with / Lead the Availability Management tracking and reporting activities.
- Assist with Service Management team and process owners to improve and maintain their processes, from a technical perspective.
- Design and document workflow improvements associated with Service Management processes.
- Recommend and provide input into automated tasks that improve efficiency within teams utilizing Enterprise Service Management tool.
- Recommend ITIL and CobIT process improvements.
Communications
- Communicate to IT and Business the upcoming changes and impact to related service(s).
- Compile regular monthly Management reporting metrics for the IT Service Management Program.
- Document pain points and quick wins that will be used in enhancements and training sessions for various Service Management processes and functions.
- Lead training sessions and materials for various Service Management processes and functions.
- Liaise with outside suppliers and support vendors for subject matter expertise and future direction.
Impact
- Collaborate with multiple teams.
- Occasionally also required to assist with small to medium, cross-functional projects, including Big Rock Initiatives.
What You Bring:
- Highly service oriented and customer focused – able to maintain good working relationships with customers and peer partners
- Focused on process alignment with attention-to-detail skills
- Strong analytical and problem-solving abilities
- Strong documentation skills
- Proficient with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint).
- Organized with ability to quickly prioritize and handle critical or competing priorities in a calm and effective manner
- Knowledge of ITIL framework and good understanding of IT Service Management Program (Asset/Configuration/Incident/Problem/Change Management, Service Catalog, etc.)
- Strong Solid Microsoft Windows, Microsoft Office, Microsoft Exchange, Microsoft SQL, ITSM and network skills
- ITIL v.33 and CobIT v5.0 certification is preferred
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: CAD $52,000 – $78,000 annually
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: Toronto Corporate Office with the ability to travel to our St. Catharines office as needed. This is a hybrid work opportunity.
Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of one day per week in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is important to us.
What's in it for you?
- We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success!
- We provide you with the tools and technology needed to delight your candidates and clients!
- You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues.
- This is not your typical "corporate" job. We work hard and we have fun!
Build the Future of Banking with Us
At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:
- Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
- Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
- Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
- Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.
Who we are:
Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.
Find our story here:
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