IT Service Delivery Analyst

Responsible for second‑ and third‑level support for business‑critical applications, triage across teams, and core IT service management functions including Major Incident Management, Change Management, Problem Management, and Service Request Management. Works with Manager of IT Service Delivery to implement a Configuration Management Database.

What will you be doing?

- Build and manage a Device42 CMDB with accurate discovery, data governance, and ITSM integration.
- Take ownership of major incidents, coordinate resolution, communicate with stakeholders, and conduct post‑incident reviews.
- Issue major incident management notices and collaborate with internal teams, external vendors, and cross‑functional groups to restore services.
- Review and approve internal change requests, participate in and host weekly CAB meetings, and report scheduled changes to senior leadership.
- Provide reporting on service breaches and SLAs to stakeholders and senior leaders.
- Proactively monitor business‑critical applications and recommend improvements to IT service delivery processes.
- Deliver RCA and post‑mortem reports to business stakeholders.
- Support daily operations across all ITIL processes (Incident, Major Incident, Change, Problem, Knowledge, Asset, and Configuration Management).
- Drive implementation of service improvement plans by guiding and collaborating with resolution groups and service providers.
- Collaborate with IT and business teams to gather requirements for new or modified services.




- Participate in internal and external service review meetings.
- Identify, recommend, and contribute to service improvement initiatives related to ITSM operations.
- On‑call duties (rotational basis) – attend major incident bridge calls, request updates from technical teams, communicate updates to business stakeholders, and manage the incident to resolution under guidance of the Major Incident Management team.

What experience do you have?

- University degree in Engineering, Computer Science, Information Technology, or equivalent.
- 2+ years on an IT service desk and 3–5+ years in an IT Service Management role.
- Proven leadership, decision‑making, problem‑solving, and high‑pressure operation skills.
- Solid prioritization skills and ability to handle competing demands.
- Effective verbal and written communication with leadership.
- Flexibility and agility in transitioning between responsibilities.
- Ability to produce clear, concise business documentation.
- Solid understanding of Incident, Service Request, Problem, and Change Management processes.
- Experience with CMDB population and management (compliance, accuracy, completeness). Familiarity with Device42 or comparable enterprise CMDB platforms is an asset.




- Experience managing and implementing service improvement initiatives.
- Advanced proficiency with Microsoft 365.
- Experience with ITSM tools such as Freshservice, ServiceNow, or Remedy.
- ITIL v3/v4 Foundation certification preferred.

Compensation

$82,500.00 – $88,000.00 CAD (includes base salary and bonus).

Benefits

- RRSP matching and Employee Share Purchase Plan.
- Annual bonus.
- Employee discounts on furniture, electronics, and appliances.
- MAT & PAT leave top‑up.
- Financial Literacy learning opportunities.
- Company‑paid volunteer days.
- 24/7 healthcare with Virtual Doctor Appointments.
- Flexible modular benefits package.
- Private on‑site gym at head office.
- Tuition Assistance Program.
- Company‑matched charitable donations.
- Internal development training programs and platforms, including job‑specific training, career coaching, leadership excellence, mentorship.
- State‑of‑the‑art office space with games room, healthy snack program, fitness studio, free gated parking, and more.

Diversity, Inclusion, and Equal Prospect Employment

We are an equal‑opportunity employer committed to an inclusive, equitable, and accessible workplace. We provide accommodations to remove barriers during the recruitment process. All applicants considered for hire must pass a criminal background check, credit check, and verification of work experience.

This posting is for an existing vacancy within our team.

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📌 IT Service Delivery Analyst (Mississauga)
🏢 goeasy
📍 Mississauga