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IT Operations & CMDB Analyst

Date: 30 Oct 2026

Location:

Mississauga, ON, CA, L5N 0E1

Work Location Type: Professional

It’s not a package. It’s a promise.

As Canada's leading integrated freight, package, and logistics provider, we've been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver - it's all possible because of our people. So, whether you're looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

The IT Operations & Configuration Management Database (CMDB) Analyst is responsible for ensuring the integrity and governance of the ServiceNow CMDB while supporting operational excellence across IT Service Management (ITSM) and IT Operations Management (ITOM). The role maintains accurate configuration data, supports Discovery and Service Mapping, coordinates CMDB governance, and enables reliable Incident, Change, Problem, and Event Management processes.

In addition, the role participates in the organization's Major Incident Management (MIM) support model by providing operational coordination during critical incidents, including after-hours on-call coverage. Working alongside technical resolver teams, the analyst ensures incident communications, stakeholder notifications, executive escalations, bridge coordination, and ServiceNow MIM workflows are executed consistently, allowing technical teams to remain focused on service restoration.

Responsibilities





CMDB & Configuration Management

- Maintain the health and integrity of the ServiceNow CMDB.
- Monitor CMDB Health dashboards and remediate data quality issues.
- Support Discovery, Service Mapping, and Common Service Data Model (CSDM) adoption.
- Coordinate onboarding of new applications, services, and cloud resources.
- Validate CI ownership, relationships, and lifecycle management.
- Drive CMDB governance and continual improvement initiatives.

IT Operations Support

- Support ITOM Discovery and Event Management operations.
- Review Discovery failures and coordinate remediation.
- Monitor service mapping coverage.
- Assist in operational readiness for newly onboarded services.
- Support operational reporting and dashboards.

Additional Responsibilities

Participate in a rotating on-call schedule providing operational support for Priority 1 and Priority 2 incidents outside normal business hours.

Responsibilities include:

- Activate the Major Incident process within ServiceNow.
- Validate that automated notifications and workflows have executed successfully.
- Coordinate conference bridge creation and participant management.
- Ensure the appropriate technical resolver teams are engaged.




- Facilitate executive and stakeholder communications using predefined templates.
- Track action items, timelines, and decision points throughout the incident.
- Escalate issues when resolution progress stalls or additional leadership engagement is required.
- Coordinate handoffs between shifts when incidents span multiple support windows.
- Support post-incident review activities and ensure required documentation is completed.

Note: This role acts as the operational coordinator during a major incident. Technical diagnosis and service restoration remain the responsibility of the assigned resolver teams.

Work closely with:

- Infrastructure Operations
- Cloud Operations
- Network Operations
- Cyber Security
- Application Support Teams
- Service Owners
- Change Management
- Service Desk

Education

- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ServiceNow Certification

Experience

ServiceNow

- CMDB
- ITOM Discovery
- Service Mapping
- Event Management
- Incident, Problem and Change Management
- CSDM
- Performance Analytics
- Reporting

Technical Knowledge

- Identity and Access Management

Language Requirement: Proficiency in English is required for this position due to the frequent communications that must be conducted in English with various stakeholders. This requirement is justified by the nature of the responsibilities and operational needs.

POSTING DETAILS
Location: 530 - Corporate
Working Conditions: Office Workplace

Reports to: Manager Technology
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Purolator is an equal chance employer committed to diversity

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