Job DescriptionThe Senior ITSM Analyst is a senior practitioner responsible for advancing the effectiveness, reliability and maturity of IT Service Management across the organization. The role combines ITSM process leadership, hands‑on platform support, service performance analysis and continual improvement to ensure IT services are governed consistently and aligned with business outcomes.This role will help shape and optimise ITSM practices and tooling, with a preference for robust Jira Service Management experience and practical exposure to ServiceNow. The incumbent will translate process and operational requirements into sustainable workflows, automation, reporting and user experiences, while coaching stakeholders and reducing reliance on external support.Skills and Requirements7+ years’ of experience working within ITSM, specifically with Jira Service Management, preferably JSM Cloud at large enterprisesExposure to ServiceNow, including familiarity with its workflows, service catalogue, CMDB,



reporting or data structures.Define and maintain process standards, controls, roles, procedures and supporting documentation aligned with ITIL practices and enterprise requirements.Support the administration, configuration and ongoing enhancement of Jira Service Management, preferably in a cloud environment.Configure and maintain projects, portals, request types, forms, fields, workflows, queues, SLAs, notifications, approvals, permissions, automation rules, knowledge integration and dashboards.Partner with the platform owner, implementation partners and internal teams to ensure configurations are secure, supportable, documented and aligned with approved ITSM processes.Assess enhancement requests, platform changes and technical debt; coordinate testing, release, rollback and knowledge-

📌 Itsm Jira Analyst (Toronto)
🏢 Insight Global
📍 Toronto