Senior ITSM Analyst to advance IT Service Management practices using Jira Service Management and ITIL processes

Our consumer business client is seeking a Senior ITSM Analyst (10+ years) to advance IT Service Management practices using Jira Service Management and ITIL processes

Join a consumer services organization focused on improving the effectiveness, reliability and maturity of enterprise IT Service Management operations. This role supports ITSM process governance, Jira Service Management platform optimization, service performance analysis and continual improvement initiatives across a complex environment. The position includes hands‑on configuration work, reporting, automation and support for ITSM platform transition activities involving ServiceNow and Jira Service Management.

Contract, Toronto

Must Haves

- 7+ years in IT Service Management, service delivery, enterprise application support or related environments
- Hands‑on support or configuration of an enterprise ITSM platform including workflows, SLAs, automation, dashboards and reporting
- Robust working knowledge of ITIL practices across core ITSM processes
- Experience supporting major incidents, post‑incident reviews, process governance and audit or compliance requirements
- Bachelor’s degree in information technology, computer science, business systems or related field, or equivalent combination of education and experience

Nice to Have





- Administration, configuration or implementation experience with Jira Service Management, preferably JSM Cloud
- Exposure to ServiceNow workflows, service catalogue, CMDB, reporting or data structures
- Experience supporting migration between enterprise ITSM platforms, particularly ServiceNow to Jira Service Management
- ITIL 4 Foundation certification or advanced ITIL certification
- Experience with Confluence, JSM Assets/CMDB, Atlassian Analytics, Microsoft Entra ID, Azure DevOps or Power BI

Responsibilities

- Lead the design, governance and continual improvement of core ITSM practices including Incident, Problem, Change and Asset Management
- Support the administration, configuration and enhancement of Jira Service Management environments
- Configure workflows, request types, forms, SLAs, automation rules, dashboards and knowledge integrations
- Monitor and analyse service performance metrics, trends and stakeholder feedback to identify improvement opportunities
- Support major incident management activities including coordination, communications and post‑incident follow‑up
- Design and maintain operational dashboards, KPI logic and reporting requirements for ITSM performance visibility
- Create and maintain process documentation, runbooks, knowledge articles and training materials

📌 Senior ITSM Analyst to advance IT Service Management practices using Jira Service Management and ITIL processes (Toronto)
🏢 S.i. Systems
📍 Toronto