Drive IT Service Management excellence with The Salvation Army as an ITSM Analyst. Focus on incident and change management along with continuous service improvement in a mission-driven environment.
The Salvation Army seeks an ITSM Analyst to enhance service delivery and support IT objectives across Canada. In this role, you’ll focus on incident management, process improvement, and optimizing operational efficiency. Your collaboration with IT teams will ensure a seamless user experience and adherence to industry best practices.
Key Responsibilities:
• Coordinate incident and change management processes efficiently
• Monitor service performance and request queues for compliance
• Analyze recurring issues and recommend process improvements




• Design ITSM processes for operational efficiency and technology adoption
• Develop process documentation and KPI metrics for governance
Requirements:
• University degree in Computer or Technology field
• 5+ years experience with ITSM processes
• ITIL 3 or 4 certification required
• Robust knowledge of ServiceNow and change management
• Excellent communication and stakeholder management skills
Join a values-based team committed to serving communities while enhancing IT service delivery.
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📌 ITSM Analyst at The Salvation Army (Toronto)
🏢 The Salvation Army Canada and Bermuda Territory
📍 Toronto