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ITSM Process Analyst

Ontario Teachers' Pension Plan Board

This is a Contract position in Toronto, ON posted July 28, 2021.

The opportunity The Analyst role performs operational and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management, Change Management and Systems Availability across the Enterprise Service Delivery and Information Technology departments.

This role supports and performs process improvement activities, report generation, maturity improvements, process data analysis, communication, and facilitation of process activities.

Who you’ll work with You will be joining a team of full time employees in Toronto and a 3rd party service provider in Toronto and India to execute the directive of the configuration and asset management team.

What you’ll do Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy Automate reporting from data sources where possible Define and maintain common Service Management reporting formats, data sources, and definitions Work with ESDIT leadership team to define and report on key Service Management process metrics and supporting analysis Proactively analyze process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency and alignment Coordinate with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures Work with process participants to manage completion of process activities and/or management of process metrics Support process improvement activities and assists with implementation of process changes Contribute, create and organizes key process documentation and communication Facilitate process forums, regular meetings and manages meeting actions Manage completion of process activities and/or management of process metrics Coordinate activities with Managed Services Providers as required Handle Service Management reporting formats, data sources, and definitions Report progress and status of projects with minimal direct supervision Engage all relevant stakeholders and secures the requisite reviews and sign-offs as necessary Perform light project management duties Identify and Implements opportunities to improve and automate ITSM Reports Work with ServiceNow team to identify prospects of improving ServiceNow tool What you’ll need Bachelor’s degree in computer science with a focus on analytics ITIL certified to a minimum of foundation level 3 years of direct experience in IT Service Management process support or operational activities 3 years demonstrable experience in an analytical role with preference to process analytics 3 years demonstrable ability of developing data intensive reports in Excel Experience with Service Now is an asset Experience defining, implementing and reporting on relevant IT Metrics & KPI’s Advanced Excel reporting, programming and data management skills including links to external data sources Practical experience with workflow and process design Project management experience (Preferred) Outstanding analytical and problem-solving abilities Knowledge and understanding of ITIL driven processes Demonstrated understanding of IT Service Management practices and supporting technology; ServiceNow experience is an asset Self-starter, with strong quantitative, analytical, and problem solving skills leading to sound judgments/decisions and innovative process improvement recommendations High attention to detail, organized, and thorough Effective planning and organizational skills Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language Excellent written communication skills using a variety of writing and publishing tools and output formats Ability to effectively influence without authority yielding required results and building strong relationships What we’re offering Pay for performance environment that offers competitive salary and incentives Numerous opportunities for professional growth and development Comprehensive employer paid benefits coverage, including a Health Spending Account Guaranteed retirement income through a defined benefit pension plan Competitive time off Discount programs including Edvantage and Perkopolis Degreed: a digital platform that helps you quickly and easily discover, share, and track ALL kinds of learning resources
– from courses to videos to articles and more.

At Ontario Teachers’, diversity is one of our core strengths.

We are a globally minded organization and take pride ensuring that the people we hire and the culture we create reflect and celebrate diversity of thought, background and experience.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.

How to apply Are you ready to pursue new challenges and take your career to the next level?

Apply today We thank you for applying, however, only those selected to continue will be contacted.

Note that candidates must be legally entitled to work in the country where this role is located.

LI-JB1 Functional Area: Information Technology Requisition ID: 3359 The privacy of your personal information is important to us.

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