Our consumer business client is seeking a Senior ITSM Analyst (10+ years) to advance IT Service Management practices using Jira Service Management and ITIL processes Join a consumer business workplace focused on strengthening IT Service Management effectiveness, reliability, and operational maturity.

This role combines hands-on Jira Service Management configuration with ITSM process leadership, operational support, reporting, and continual improvement initiatives.

The position supports complex enterprise workflows, service optimization, migration planning, and platform enhancements across IT operations.

The successful candidate will work closely with technical teams, business stakeholders, and platform partners to deliver scalable and supportable ITSM solutions.

Must Haves 10+ years in IT Service Management , service delivery, enterprise application support, or related disciplines 3+ years of hands-on Jira Service Management administration, configuration, and implementation including workflows, SLAs, automation, and dashboards Strong working knowledge of ITIL practices across Incident, Problem, Change, or Service Request Management Experience with Service

Now workflows, CMDB, reporting, and migration or process translation into JSM Bachelor’s degree in information technology, computer science, business systems,



or a related field Nice to Have ITIL 4 Foundation certification or advanced ITIL certification Atlassian certification related to Jira or Jira Service Management administration Experience with Confluence, JSM Assets/CMDB, Atlassian Analytics, and Marketplace applications Experience with Microsoft Entra ID, Microsoft Teams, Azure Dev

Ops, Power BI, endpoint, or monitoring integrations Experience in regulated, audit-conscious, or SOX-controlled environments Responsibilities Lead the design and continual improvement of ITSM practices including Incident, Problem, Change, Knowledge, Asset, and Configuration Management Configure and maintain Jira Service Management service projects, workflows, portals, queues, SLAs, automation rules, and dashboards Troubleshoot Jira Service Management configuration, workflow, permission, automation, and integration issues Monitor and analyse service performance metrics, trends, SLAs, KPIs, and stakeholder feedback Support major incident management activities including coordination, communications, documentation, and post-incident reviews Design and maintain operational dashboards and reporting for service health, compliance, and process performance Create and maintain process documentation, runbooks, test scripts, knowledge articles, and training materials

📌 Senior ITSM Analyst to advance IT Service Management practices using Jira Service Management and ITIL processes (Toronto)
🏢 S.i. Systems
📍 Toronto