Elevate IT Service Management effectiveness as a Senior ITSM Analyst. This role focuses on Jira Service Management and ITIL practices to enhance service delivery and operational efficiency.

Join our team where the Senior ITSM Analyst plays a key role in optimizing ITSM processes and tooling. With over 7 years of experience, you will provide hands-on support while leading performance analysis and improvement. Your strong background in Jira Service Management, particularly in JSM Cloud, will be essential in transforming operational requirements into effective workflows.

Key Responsibilities:
• Lead ITSM process improvements and governance initiatives
• Administer and enhance Jira Service Management configurations




• Coach stakeholders while reducing reliance on external support
• Coordinate platform changes and handle enhancement requests
• Support major incident management and post-incident improvements

Requirements:
• 7+ years’ experience in ITSM, specifically with Jira
• Exposure to ServiceNow workflows and CMDB
• ITIL 4 Foundation certification required
• Experience with Microsoft Entra ID and Azure DevOps
• Ability to work in office 4 times a week in Markham

Utilize your expertise in Jira and ServiceNow to drive impactful IT service enhancements.
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📌 Senior ITSM Analyst with Jira Expertise (Ontario)
🏢 Insight Global
📍 Ontario