Apply ITIL and ServiceNow expertise as a Service Management Analyst at Payments Canada in a adaptable, hybrid remote-office environment. Support secure financial systems and service delivery.
Reporting to the Manager, this analyst supports the ITSM Practices Team. The work covers incident, problem, change, release, and configuration management. You will also contribute to reporting, audits, process improvement, technical support, and project delivery.
Key Responsibilities: Execute ITIL and ITSM management functions
Monitor KPIs and report process effectiveness
Perform internal audits of ITSM processes
Provide technical support and customer services
Develop automation and service improvement solutions
Requirements: Post-secondary education in a related discipline
Minimum three years in operations support, service management, or service desk
ITIL4 certification or certification within six months
ServiceNow SaaS ITSM operational experience
Availability for on-call rotation and periodic overtime
Bring ITIL, ServiceNow, analytical, and customer-focused capabilities to Payments Canada’s service management practices.