Our client is searching for an IT Incident & Change Management Analyst to m anage and coordinate the lifecycle of incidents and problems 1 year contract, Hybrid in Burnaby, BC (Tue and Wed), 37.5 hrs per week, Requirements Working knowledge understanding of Service

Now ITIL Incident & Problem Management and IT Change management RCA methodologies (5-Why) Reporting and analytics Stakeholder management Major Incident Management CMDB and Configuration Management awareness Microsoft Excel / Power BI Technical troubleshooting background Robust communication and facilitation skills Excellent problem solving skills and be a self starter.

Responsibilities IT Change Management (50%) Reviewing submitted low-risk change requests to ensure compliance with procedures and policies.

Prepares materials (ie agenda) for Change Advisory Board (CAB) meetings for weekly deployment approvals.

Provides first-level troubleshooting support for tools to users and escalates unresolved issues as required.

Creates test scripts and carries out user acceptance testing to ensure enhancements meet functional and operational efficiency and effectiveness requirements (for enhancements or Service

Now version upgrades).





Recurring tasks such as sending the weekly outage notification for systems impacted by change.

Incident and Problem Management (50%) Manage and coordinate the lifecycle of incidents and problems as and when required.

Perform regular (daily, weekly and monthly) trend analysis and identify recurring service issues leveraging Service

Now reporting and dashboards.

Undertake accountability of the incident and request complaint management process (Customer satisfaction surveys) by ensuring high quality delivery of IT services to the organization.

Ensure regular trend analysis of complaints is undertaken for continual service improvement.

Facilitate Root Cause Analysis sessions for Problem Management.

Develop and maintain Known Error and Knowledge Management records.

Coordinate implementation of corrective actions leveraging the Change Management process.

Produce operational and Leadership Team reporting.

Drive continual service improvement initiatives as highlighted via trend analysis.

Ensure compliance with ITIL processes and SLA requirements along with adherence to the company's guidelines for technology delivery and management.

📌 IT Incident & Change Management Analyst to manage and coordinate the lifecycle of incidents and problems (7161) (Vancouver)
🏢 S.i. Systems
📍 Vancouver