Enhance IT service delivery with The Salvation Army as an ITSM Analyst. Focus on incident and change management to optimize support for crucial humanitarian services. The ITSM Analyst role is key to ensuring effective IT Service Management, prioritizing both incident and change management.

This position collaborates with IT teams to monitor performance, enhance service quality, and ensure technology supports organizational missions. You will lead continuous service improvement initiatives, supporting the church's objectives across Canada and Bermuda. Key Responsibilities:

- Coordinate incident and change management activities efficiently
- Monitor request queues and service performance compliance




- Analyze process effectiveness and identify improvement opportunities
- Develop and maintain process documentation and KPI metrics
- Facilitate change management and process governance activities Requirements:
- University Degree in Computer or Technology field
- ITIL 3 or ITIL 4 certification required
- 5+ years of ITSM process experience
- Robust knowledge of ServiceNow and ITSM principles
- Excellent stakeholder management and communication skills Support mission-driven technology services and enhance operational excellence as an ITSM Analyst at The Salvation Army.

📌 IT Service Management Analyst at Salvation Army (Toronto)
🏢 The Salvation Army in Canada
📍 Toronto