ITSM Analyst

NOTE: Hybrid work model, 3 days per week in Toronto, Ontario office
RATE: $ 60-64/hr
TYPE: Contract, 8 hours per day, 40 hours per week, 6 month contract
SKILLS: ITSM, ITIL, Change Management, Incident Management, Problem Management, ServiceNow, Process Improvement, Excel, Reporting, KPI Reporting, Process Documentation, Service Delivery
INDUSTRY: Bank

DESCRIPTION
We are seeking an ITSM Analyst to join a Technology Infrastructure team within a large enterprise environment.
This role is focused on supporting IT Service Management processes and operational activities across the organization. The successful candidate will play a key role in Change Management governance, process improvement initiatives, ITSM reporting, process documentation, and operational process support.
This position is ideal for an individual with strong ITIL and Service Management experience who enjoys process improvement, stakeholder engagement, governance activities, and supporting day to day operational excellence within an enterprise IT environment.

RESPONSIBILITIES
• Support and participate in Change Management governance activities across the organization
• Assist in facilitating Daily CAB and Weekly Change Advisory Board meetings
• Support Incident, Problem, Change, and Availability Management processes
• Create, maintain, and improve ITSM process documentation, procedures, and standards
• Develop and maintain ITSM process reporting and KPI tracking
• Analyze process data and identify opportunities for process improvement, consistency, quality, and efficiency gains
• Assist in the development and maintenance of ITSM training materials and knowledge resources
• Extract and analyze ServiceNow data to support reporting and decision making
• Coordinate process activities and follow up on action items from governance forums and process meetings
• Work closely with IT leadership to support service management initiatives and reporting requirements
• Contribute to process maturity initiatives and operational excellence programs
• Support ongoing BAU activities and service management initiatives within the Technology Infrastructure team

REQUIREMENTS
• 2 to 3+ years of experience supporting IT Service Management processes and operational activities
• ITIL Foundation certification required or strongly preferred
• Experience supporting Change Management, Incident Management, and Problem Management processes
• Experience working with ServiceNow from an ITSM process perspective
• Experience creating reports, dashboards, and process metrics using Excel
• Experience defining, measuring, and reporting on IT operational KPIs and service metrics
• Strong analytical and problem solving skills
• Experience creating and maintaining process documentation and procedural materials
• Ability to facilitate meetings, coordinate activities, and manage follow up actions
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non technical stakeholders
• Strong organizational and stakeholder management skills
• Bachelor's degree in Computer Science, Information Technology, Analytics, or equivalent experience

NICE TO HAVE
• Experience supporting Change Advisory Board (CAB) activities
• Experience working within large enterprise IT environments
• Experience with Power BI
• Experience with ITSM process maturity and governance initiatives
• Project management experience
• Financial services or capital markets experience
• Experience working with managed service providers and vendor delivered services
• Experience supporting service delivery or infrastructure operations teams

ADDITIONAL CONTEXT
• Role sits within the Technology Infrastructure organization
• Focus is primarily on IT Service Management process support and governance rather than technical administration
• ServiceNow experience is focused on utilizing and reporting from the platform, not development or coding
• Change Management is the primary area of focus, followed by Incident Management
• Position supports both operational BAU activities and process improvement initiatives
• Team consists of onshore and offshore ITSM resources working closely with the hiring manager
• Reporting responsibilities exist but are not the primary focus of the role
• Power BI experience is considered a bonus rather than a requirement
• First interview will be remote with a second in person interview planned for shortlisted candidates
• No formal technical assessment required
• Extension potential will be evaluated during the engagement based on business needs and performance
Please note that AI is used to assist in the recruiting process.