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. 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. 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. 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. ~ Solid understanding of Incident, Service Request, Problem, and Change Management processes. ~ 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. 82,500.00 – $88,000.00 CAD (includes base salary and bonus).

Annual bonus. ~ Employee discounts on furniture, electronics, and appliances. ~ Financial Literacy learning opportunities. ~ 24/7 healthcare with Virtual Doctor Appointments. ~ Versatile modular benefits package. ~ Private on‑site gym at head office. ~ 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 Opportunity Employment 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. #

📌 Technical Supporter (Mississauga)
🏢 goeasy
📍 Mississauga