The
Technology Operations, IT Service Management (ITSM) Analyst supports the ITSM practice with a primary focus on Service Level Management, service performance reporting, and ITSM data quality. Reporting directly to the Head, Technology Operations, this role tracks and reports on SLA/OLA performance, prepares service review materials, creates operational dashboards, audits ServiceNow data quality, and helps identify trends, bottlenecks, and improvement opportunities across Technology Operations.
- Reports to: Head, Technology Operations
- Job Location: Hybrid (2-3 days in office per week) - based in Toronto, ON
Key Accountabilities- Service Level Monitoring & Reporting: Monitor SLA, OLA, and service performance targets across Technology Operations. Proactively identify breach risks, recurring performance issues, and operational trends requiring management review.
- Service Performance Dashboards & Analytics: Design, build, and maintain daily, weekly, and monthly dashboards, scorecards, and trend reports covering SLA/OLA performance, Incident trends, Change performance, Problem actions, Request fulfillment, and overall service health indicators.
- Service Review Support: Prepare service review materials, executive summaries, scorecards, breach analysis, trend commentary, and action-item tracking for ITSM governance meetings, operational reviews, and vendor/service reviews.
- ITSM Data Quality & Process Audit: Audit ServiceNow records for completeness, accuracy, resolution coding, assignment group accuracy, closure quality, and compliance with Incident, Change, Problem, Request, and Service Level Management expectations.
- Continual Service Improvement (CSI) Support: Support CSI initiatives by identifying workflow inefficiencies, reporting gaps, recurring service issues, and process bottlenecks. Track improvement actions and measure the impact of remediation efforts.
- ServiceNow Reporting & Measurement Support: Partner with ServiceNow administrators and process owners to define reporting requirements, validate SLA measurement rules, support dashboard enhancements, and test reporting logic or automation changes.
- Practice Governance Support: Support the IT Service Manager with governance materials, process adoption reporting, KPI analysis, stakeholder updates, and preparation for service management forums.
Must Have(s)- Education: Bachelor's degree in Computer Science, Information Systems, Data Analytics, or a related field (or equivalent practical experience).
- Certifications: ITIL v3 or v4 Foundation certification.
- Experience: 2-4 years of experience in IT Service Management, IT operations reporting, service performance analysis, or operational data analytics.
- Core Competencies:
- Proven track record of building IT performance reports, tracking SLAs, and translating raw operational data into actionable insights.
- Advanced proficiency with data reporting and visualization tools (Advanced Excel, Power BI, Tableau, or native ServiceNow Reporting).
- Practical understanding of ITIL 4 frameworks, with a specific focus on Service Level Management.
- Strong analytical mindset, high attention to data accuracy, and the ability to present technical metrics clearly to diverse stakeholders.
- Technical Proficiency: Hands-on experience with enterprise ITSM platforms (such as ServiceNow or Jira Service Management).
Nice to Have(s)- Experience with advanced ServiceNow reporting features, Performance Analytics, or custom dashboard creation.
- Exposure to process automation or script testing within enterprise ITSM tools.
Salary Range: $110,000/year - $120,000/year CAD. Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate's relevant knowledge, skills, and experience.
The recruiting efforts for this role are intended to fill a vacant position.
