Title: Service Management & Delivery Analyst
Salary: $76,530- $90,879 - $105,229 per year (pay range explained below)
Contract: Permanent
Hours: 8:30am - 4:30pm Mon-Fri (core hours 9am-3pm Mon-Fri)
Location: Metro Vancouver Office (Hybrid working is an option in line with FNHA's flex work policy). Please note, this role will be relocating to our new office building in North Vancouver on Tsleil-Waututh Nation (TWN) land, south of Mount Seymour Parkway in Spring 2027.

About the role

As the Service Management and Delivery Analyst, you will be responsible for the effective delivery and continual improvement of IMIT's core IT service management processes. You will monitor process performance, identify gaps and recurring challenges, and translate operational insights into practical improvements that increase process maturity, adoption, compliance, and service quality.

This is an operational service management role with direct influence over how IT services are delivered across IMIT. You will collaborate with technical delivery teams to strengthen process consistency, improve service-level performance, and promote adherence to established standards. Through reporting, stakeholder engagement, and continual improvement, you will help ensure that IT service management processes remain effective, measurable, and aligned with FNHA's evolving needs.

About you

To be successful in this role you will have/be;

Education

• Completion of postgraduate Information Technology certificates, diploma or degree program.

Occupational Certification

• ITIL (Information Technology Infrastructure Library) Foundations v3 or above
• Professional certifications IT Related certifications
• ITIL 3 or 4 Foundation
• ITIL 3 or 4 Practice Manager Certifications
• Have a Level 3 service management framework qualification

Skills & Experience

• Strong operational grounding in ITIL processes - Incident, Service Request, Service Level, and Problem Management.
• Ability to analyze ITSM process performance and turn pain points into practical, prioritized improvements.
• Clear, calm stakeholder communication under pressure - with both technical and non-technical colleagues at all levels.
• Careful attention to detail and a demonstrated understanding of the need for service standards in IT.
• ServiceNow platform knowledge an asset

Knowledge

• In-depth knowledge of IT service management frameworks, primarily ITIL v3 and ITIL v4.
• Working knowledge of ServiceNow ITSM, including its use in process delivery, monitoring, reporting, and compliance.
• Understanding of service levels, process performance, and continual improvement

Please refer to Job Specification section of the Job Description for more details.

Working at FNHA

As a member of the team, you will have access to a wide range of employee benefits, including:

• Municipal Pension plan with an employer contribution of 9.31%
• 3 weeks' vacation, which increases with service to 4 weeks, plus 5 personal days, 1 volunteer day, and 14 public holidays including National Indigenous People's Day, National Day of Truth and Reconciliation, Easter Monday and Boxing Day
• Access to group health benefits and a Health Care Spending Account through Canada Life on day 1 of employment
• And more!

Leading with culture, all FNHA employees complete San'yas Indigenous Cultural Safety Training. We support our family to be leaders in wellness and all staff members develop a yearly wellness plan as part of their performance partnership and goal-setting.

The Pay Range is the minimum and maximum annual salary based on full time equivalent hours.
Incumbents are typically hired, transferred or promoted between the minimum and midpoint of the range based on their knowledge, skills, abilities and experience in relation to the role requirements.

The top 10% of the pay range is for the incumbents who are industry experts in the job with the combination of exceptional experience and competencies needed to perform all duties and responsibilities at a superior capability level. Internal employee compensation will be determined as per the FNHA Employee Total Compensation Policy.

How to apply
If this sound likes the opportunity for you, please click on the 'Apply for Job' button.

Closing date: August 21, 2026 (at 23:59)

Resources

For more information about us, please visit: www.fnha.ca/about/work-with-us
For information about https://www.fnha.ca/what-we-do/cultural-safety-and-humility and for information about Land Acknowledgements
If you have any inquiries or issues please contact FNHA Recruitment at [email protected]

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