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Role Summary

This role reports into the Manager, M365 Platform within Enterprise Technology. The team supports the collaboration, identity, endpoint, and productivity services employees rely on every day, and is looking for someone to improve how platform work is requested, prioritized, delivered, measured, and continuously refined. In this role, you will sit at the intersection of technology service delivery, operational improvement, and stakeholder enablement. You will work with engineers, service partners, governance teams, and business stakeholders to make M365 platform services easier to consume, simpler to operate, and more transparent to manage. The role is grounded in process improvement, with a focus on scalable, well-governed, and measurable technology service delivery.

Responsibilities





- Build and maintain a prioritized service improvement roadmap based on business value, operational impact, effort, and dependencies.
- Improve how M365 platform work moves from demand to delivery, including intake, triage, prioritization, approvals, fulfillment, escalation, closure, and reporting.
- Enhance ServiceNow intake forms, catalog items, request workflows, routing, approvals, and reporting to improve the employee and support-team experience.
- Partners with engineers, the Service Desk, service owners, security, governance and business stakeholders to reduce bottlenecks, clarify accountability, and improve handoffs.
- Facilitate workshops, working sessions, and stand-ups to gather requirements, validate pain points, align stakeholders, and advance improvement initiatives.
- Design practical operating models, decision paths, service practices, and controls that make work more predictable, repeatable, and audit ready.
- Identify manual effort, rework, recurring issues, and service friction, and recommend opportunities for automation, self-service, simplification, or clearer ownership.
- Define operational metrics and reporting that help leaders understand demand, performance, risks, and improvement opportunities across the M365 platform.
- Create and maintain clear documentation, including process maps, runbooks, standard operating practices, RACI models,



governance materials, and stakeholder communications.
- Embed continuous improvement into team routines by reviewing service performance, gathering feedback, and adjusting practices as demand and priorities evolve.

Required Skills & Experience

- Five or more years of experience in technology analysis, IT service management, operational improvement, business analysis, or a comparable enterprise role.
- Hands‑on experience with ServiceNow or a comparable IT service management platform, including intake, catalog items, workflow routing, approvals, queues, and reporting.
- Demonstrated ability to improve how technology services are requested, prioritized, delivered, measured, and continuously refined.
- Experience building roadmaps, sequencing competing priorities, tracking dependencies, and driving initiatives through adoption.
- Solid facilitation skills, including workshops, working sessions, stand‑ups, and stakeholder discussions with technical and non‑technical audiences.
- Ability to assess current‑state practices, identify root causes of inefficiency, and design future‑state approaches that deliver measurable improvement.
- Strong documentation skills, including process maps, operating models, requirements, runbooks, controls, decision paths, and governance materials.
- Working knowledge of ITIL practices across requests, incidents, problem, change, and knowledge management.
- Strong analytical, reporting, communication, stakeholder management, problem‑solving, and prioritization skills.

Preferred Skills & Experience

- Experience working with Microsoft 365, Intune, Entra ID, Azure Virtual Desktop, Microsoft Purvi

📌 Lead Analyst,Platform (Toronto)
🏢 OMERS / Oxford Properties Group
📍 Toronto