Job Description:
Position Purpose Summary:
The ITSM Analyst role exists to ensure the effective and efficient delivery of IT Service Management processes, with a strong focus on incident and change management and continuous service improvement. By collaborating with IT teams and stakeholders, the role helps enhance service quality, optimize IT operations, and ensure technology services support the mission and business objectives of The Salvation Army in Canada. The ITSM Analyst contributes to organizational effectiveness by monitoring performance, recommending process improvements, and supporting key ITSM functions such as Change, Incident, Problem, Asset, Configuration, and Request Management. Through these efforts, the role helps provide reliable, responsive, and efficient technology services that enable ministry and operational excellence across the organization.
Key Accountabilities:
- Coordinate ITSM activities, with a primary focus on incident and Change Management, ensuring incidents and changes are managed efficiently, risks are minimized, service disruptions are reduced, and service level expectations are consistently met.
- Monitor request queues, service performance, and process compliance to drive timely resolution, improve customer experience, and maintain adherence to established standards and SLAs.
- Analyze process effectiveness, recurring issues, risks, and industry best practices to identify opportunities for continuous improvement and support ITIL maturity.
- Design and enhance ITSM processes that improve operational efficiency, support future technology adoption, and deliver a seamless end-user experience.
- Develop and maintain process documentation, knowledge base resources, business reports, and KPI metrics to support governance, transparency, and informed decision-making.
- Support release management activities by coordinating release schedules, maintaining release records, validating readiness, and ensuring compliance with governance and approval requirements.
- Facilitate change management and process governance activities by participating in CAB meetings, communicating change impacts, conducting audits, and coaching stakeholders on process adherence.
- Collaborate with internal and external stakeholders, providing backup support to ITSM specialists and fostering accountability to achieve service excellence and organizational objectives.
Education and Work Experience Qualifications:
- University Degree in a Computer and Technology field
- Certificate in ITIL 3 Service Operation or ITIL 4 Create, Deliver & Support
- 5+ years’ experience supporting or managing an ITSM process
- Strong knowledge of IT Service Management (ITSM) principles, processes, and best practices, with working experience using ServiceNow.
- Understanding of change management, release management, and IT governance frameworks, with knowledge of ITIL practices considered an asset.
- Demonstrated business analysis, planning, and project coordination skills, with the ability to support operational and strategic initiatives.
- Proven ability to manage multiple priorities, meet deadlines, and adapt effectively in a fast-paced environment.
- Strong stakeholder management skills, including experience collaborating with vendors, suppliers, and cross-functional teams.
- Excellent communication, presentation, facilitation, and relationship-building skills, with the ability to engage both technical and non-technical audiences.
- Effective problem-solving, conflict resolution, and negotiation skills, with a focus on delivering customer-focused solutions and service excellence.
- Highly organized and detail-oriented, with exceptional time management skills, sound judgment, and the ability to perform effectively under pressure.
Compensation:
The target hiring range for this position is $85,321.60 to $106,641.60 with a maximum of $127,982.40.
Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
