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Technology Operations, IT Service Management Analyst
TMX GROUP
Toronto, CAN
Full-time
Hybrid
$110,000 to $120,000 per year
Discovered 1 weeks ago
IT Service ManagementService Level ManagementITIL 4ITIL FoundationServiceNowJira Service Management
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IT Service ManagementService Level ManagementITIL 4
Role Overview
The IT Service Management Analyst supports the ITSM practice with a primary focus on Service Level Management, service performance reporting, and ITSM data quality.
The role reports to the Head of Technology Operations and supports service governance, analysis, and continual improvement across Technology Operations.
Key Skills for This Role
IT Service ManagementService Level ManagementITIL 4ITIL FoundationServiceNowJira Service Management
Full Job Posting
Role Overview
The IT Service Management Analyst supports the ITSM practice with a primary focus on Service Level Management, service performance reporting, and ITSM data quality.
The role reports to the Head of Technology Operations and supports service governance, analysis, and continual improvement across Technology Operations.
Workplace
- This is a hybrid role based in Toronto, Ontario, with two to three days in the office per week.
Key Accountabilities
- Monitor SLA, OLA, and service performance targets and identify breach risks, recurring issues, and operational trends.
- Build dashboards, scorecards, and trend reports covering incidents, changes, problems, requests, and service health.
- Prepare service review materials, executive summaries, breach analyses, trend commentary, and action tracking.
- Audit ServiceNow data for completeness, accuracy, coding, assignment groups, closure quality, and process compliance.
- Support continual service improvement by identifying workflow inefficiencies, reporting gaps, recurring issues, and bottlenecks.
- Partner with ServiceNow administrators and process owners on reporting requirements, SLA rules, dashboard enhancements, and testing.
- Support ITSM governance with KPI analysis, process adoption reporting, stakeholder updates, and forum preparation.
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