IT Service Management Analyst

IT - Application & Software Development
Toronto, ON
Oct 20, 2021

IT Service Management Analyst - 1 year contract 


BS or Associate's Degree/Technical Certification or equivalent job experience required

Minimum 5+ years’ of experience working in conducting IT service management work processes and coordinating with technical resources.

You have at least 2 years of Technical Leadership experience, leading a technical triage team to remediate customer impacting incidents, and over 4 years of Incident Management experience

You've worked in an enterprise 24/7 production environment supporting critical, real-time applications and capable of assessing business impact and urgency, declaring major incident and trigger business continuity and/or disaster recovery procedure

You're experienced working with one or more of the following tools/technologies: ServiceNow, App Dynamics, Apica, Extra Hop, Slack, Pager Duty, or similar tools

Extra Points for any of the Following

ITIL V3 or V4 Certification

Good customer service skills

Ability to communicate freely and clearly across all levels

Our client…

Our client is a global information solutions company that leverages data, analytics, and technology to transform knowledge into insights in order to make informed decisions.


Leads technical triage bridge lines to fast restoral of customer impacting incidents. Leverages technical knowledge and leadership ability to direct technical teams to the root cause and resolution in a timely fashion.

Ensure timely service and support engagement (cross-tower, external, etc.) and provide 

 end-to-end internal and external incident communications. and assess business impact and urgency, declare major incident and trigger business continuity procedures or disaster recovery as applicable

Participate in post mortem meetings and drive to identify root cause including well defined corrective/preventative action plans and Provides technical and process guidance support for Incident response Teams

Collaborate with Business Services Managers to review change requests within our environment to assist with decisioning and scheduling in order to minimize risks of customer impacts and Participate in problem management meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues

Collaborate with Operational Readiness teams to ensure new applications and services have met the Technology Operations Center requirements prior to rolling out to production and define and enforce the capture and tracking of knowledge articles in order to minimize MTTR as well as, effectively track and reduce repeat issues

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