Senior IT Service Management Analyst

Work Arrangement: Hybrid

Department: Governance and ITSM Area

Pembina Pipeline Corporation is a dynamic energy transportation and midstream provider, serving customers for more than 70 years. Chances are, we do more than you think. We own pipelines that transport hydrocarbon liquids and natural gas products produced primarily in Western Canada. We also own gathering and processing facilities and an oil and natural gas liquids infrastructure and logistics business. Our operations along the hydrocarbon value chain allow us to offer a full state of midstream and marketing services to our customers in the energy industry.

We are an organization that cares not only about results, but how those results are achieved. Our organization is grounded in the values of Safe, Trustworthy, Respectful, Collaborative and Entrepreneurial Pembina has a diverse and inclusive working environment that provides employees with a positive and engaging work experience where they are recognized and empowered. Learn more about our values and strategy.

We value the safety of our communities, customers, contractors and employees, and believe that all incidents are preventable. Compliance with all policies, procedures and regulations is a requirement, and our Life Saving Rules are basic rules. Employees embed physical, psychological, and cyber safety into all work practices while taking personal accountability to maintain compliance, support audit readiness, proactively identify risks, and protect our people, assets, and data. Working for Pembina means working safely.

Overview:

Pembina Pipeline Corporation’s Calgary’s office is actively hiring for an IT Service Management Senior Analyst to join the team. This position reports to the Supervisor, Governance & ITSM in the Information Services team, part of Pembina’s Legal, People & Corporate Affairs division.

Pembina's Information Services Unit manages and maintains the company's infrastructure, provides technical support, ensures data security and accessibility, implements new technology, strategies for future development, manages vendors, and ensures compliance with relevant laws and regulations. We depend on our talented people who are constantly looking for innovative ways to improve our processes and existing technologies. Our focus is to collaborate with our customers and colleagues to land cutting edge technologies to help improve the way we work, maximize productivity, and reduce cost which in turn contribute to the environmental solutions that help with our climate change challenges. We are building a diverse team of open-minded, adaptable and innovative people, to keep up with the changing world of technology.

As a Senior Analyst, ITSM, you will be a key driver of our IT service delivery excellence. You will be responsible for enhancing our ITSM processes, ensuring the stability and performance of our IT services, and supporting our IT operations. This role is ideal for a proactive and experienced ITSM professional who is passionate about continuous improvement and stakeholder collaboration.

Responsibilities may include but not limited to:

ITSM Process Improvement

• Implement improvements to Pembina's ITSM processes, ensuring they align with ITIL best practices and our organizational goals;
• Monitor key performance indicators (KPIs) to measure process performance and drive a culture of continuous improvement; and
• Partner with the Service NOW Support Team to define ITSM requirements for enhancements and new features.

Incident Management

• Oversee the Major Incident Management process to ensure timely resolution of critical and high-priority issues;
• Coordinate closely with support teams to minimize service disruptions and restore services promptly;
• Analyze incident trends to identify recurring root-cause issues and recommend structural improvements;
• Manage and deliver ISU Daily Standup Reporting in coordination with the infrastructure team; and
• Lead and support post-major incident lookback reviews to identify lessons learned and prevent future occurrences.

Service Delivery Support

• Monitor and analyze overall service performance and availability, identifying trends and areas for Continuous Improvement;
• Effectively communicate service performance and potential risks to leadership to drive departmental improvements; and
• Advise and support IS teams to implement Continuous Improvements opportunities.

IT Operations & Project Enablement

• Provide expert-level operational support for all core ITSM processes, including Change, Request, Incident, Major Incident, Release Management, Problem & Knowledge Management; and
• Develop and deliver comprehensive documentation and training materials to support the adoption of ITSM processes and tools.

Additional Responsibilities

• Support Pembina’s safety culture of "Zero by Choice" and the “Life Saving Rules”. To read more about our Life Saving Rules, visit pembina.com/safety; and
• Participate and support an equitable, diverse, and inclusive workplace.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred;
• Minimum of 5 years of experience in an Information Technology (IT) Service Management role;
• Must possess an ITIL v3 or ITIL 4 Foundation certification, with higher-level ITIL certifications considered an asset;
• Demonstrated experience managing and monitoring Service Level Agreements (SLAs) to ensure service performance and compliance targets are achieved;
• Strong understanding of core ITSM processes (Incident, Problem, Change, and Request Management);
• Excellent communication, collaboration, and stakeholder management skills; and
• Ability to utilize Artificial Intelligence tools to enhance day-to-day work.

Pembina’s Flexible Work Standard provides the option for eligible employees to work remotely on Fridays.

The successful candidate must be legally able to work in the country of the position. The final candidate will be required to undergo Pre-Employment Background Checks including a Criminal Record Check.

This position is scheduled to be posted until end of day: 08/13/2026. In rare circumstances, a position may be posted for less time if there has been significant interest in the role.

Our expectations are high, and our total rewards package reflects this.

Diverse perspectives, backgrounds, and experiences contribute to our collective success and enrich our workplace culture. We encourage applications from individuals of all backgrounds and experiences. If you're contacted to set up an interview and you require accessibility accommodations, please let your Talent Acquisition Advisor know at that time.

No agency calls please.