Information Technology Services Management (ITSM) Analyst

At CAAT, we’re passionate about what we do. And it shows!

Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at CAAT. It is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it.

About the Role :

We are seeking a Information Technology Service management (ITSM) Analyst to be responsible for improving ITIL-aligned ITSM process maturity and compliance. This role will be supporting key measurements and targets for end user and service satisfaction and will develop and improve processes to ensure consistent execution of IT services, ensuring compliance with IT policies and requirements at all times. You will work closely with IT stakeholders to collectively provide support, advice, and recommendations. You will act as a subject matter expert for the Service Management team, be innovative with problem solving and have a passion for change in a constantly evolving technological landscape.

A successful candidate will be a highly self-motivated and independent individual with expert incident management & continuous service improvement experience within an Information Technology work environment

As the Newest Member of our Team, You’ll :

• Contribute to the development, operation, and strategy for our ITIL processes and tools to ensure effective management and governance of CAAT Service Management processes
• Support processes covered by our Services team : Incident Management, Request Fulfillment, Change Management, Problem Management, Knowledge Management, Configuration Management, Service Catalog Management
• Configure, maintain and administer the Configuration Management Database (CMDB)
• Track the lifecycle of Configuration Items and ensure the CMDB is accurate, complete and compliant
• Support the integration of the CMDB with other IT service management processes and provide guidance on which CIs to capture in the CMDB
• Maintain the documentation & knowledge articles that support IT service management processes.
• Work with the cross-functional teams on the delivery of reporting for configuration management and asset management based on defined best practices
• Produce metrics for service performance, reporting on the key measurements required to drive productivity / process improvements as related to configuration and asset management

To Succeed, You Bring :

At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We’re incredibly proud of our people and the remarkable impact they have as catalysts for change. We’re committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you’ll enjoy :

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.

Learn more about us by visiting

Diversity, Equity, Inclusion, and Belonging (DEIB) :

DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at or call Human Resources at 416-673-9000 for assistance.