IT Service Management Analyst

Metrolinx

11h•Onsite

About The Position

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario. At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team. This role provides guidance to and consults with staff to ensure compliance with IT Service Management (ITSM) including but not limited to incident, request, problem, knowledge and change in production processes and procedures. Works closely with management team to facilitate the ITSM activities across the organization. Ensures day-to-day use of ITSM processes using ITIL methodology, ensuring people adoption, enabling tool capabilities, and meeting/exceeding the metrics/benchmarks while standardized processes are followed to provide service excellence. Serves as the role of Incident Manager during major service outages while acting as an escalation point for both business and IT staff as well as third party vendors while ensuring that service levels are achieved. Term: 12 months

Requirements

Solid experience on both Incident and Problem Management: documentation, tooling, coordination, reporting and continuous improvement.
Completion of a diploma in business, information systems or a related discipline – or a combination of education, training and experience deemed equivalent.
Demonstrated experience working on IT Service Management initiatives (processes, concepts, and tools)
ITIL Foundation is required.
Must have previous experience managing Major Incidents.
Solid knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications
Good business and systems analysis skills, including requirements gathering, development of use cases, transitions to operations, and end user documentation and training.
Effective communication skills.

Nice To Haves

Project Management Professional (PMP) or PRINCE2 an asset
Experience with ITSM software tool ServiceNow is preferred.

Responsibilities

Facilitates Major Incident Bridges and Postmortem calls with attention to detail and great communication.
Participate in 24/7/365 incident facilitation according to the assigned shift or on-call rotation, ensuring equitable scheduling to support work-life balance.
Leads the lifecycle for Problem tickets.
Collaborate with support teams, service owners and impacted IT stakeholders/partners to identify all technology or process/procedure gaps contributing to IT service outages as well as the remediation plan needed to avoid recurrence.
Ensures relevant tickets from all divisions are handled and has overall responsibility for the problem through its lifecycle. Ensure that all I&IT groups follow the process for every post-mortem.
Ensures review, definition, and maintenance of current and in-scope ITSM practices for the effective management of and adherence to ITSM process areas.
Leads and facilitates relevant ITSM Practice meetings, instructional documentation around processes, procedures, tooling, training, continuous improvement, and reporting within ServiceNow.
Works closely with management team to govern and implement continuous improvements using Lean methods and principles to the relevant ITSM practice and supporting tools.
Prioritizes, assigns, and completes tasks in a high-pressure situation while leading work assignments that are minor to moderate in nature which require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with minimal supervision. Prepare and propose solution plans to Supervisor and/or Manager, once approved, then implement solution plans.
Defines and collects metrics to understand trends; develops and executes plans to mitigate symptoms while providing disciplined tracking and reporting of various activities according to ITSM standards.
Partner with key stakeholders regarding identified incident trends to track and to close gaps.
Prepares and provides analysis in identifying and delivering enhancements (automation, consolidation, risk reduction, efficiency, cost-avoidance, etc.) to existing ITSM systems and processes.
Identifies and generates periodic and ad-hoc data reports regarding status of ITSM performance indicators.
Review and authorize changes.
Run CAB meetings when Change coordinators are away.
Help ensure all knowledge in ServiceNow is up to date.
Collaborate with stakeholders and support teams to manage knowledge transfer, training, and process alignment, enabling smooth adoption of operational responsibilities and minimizing service disruption.
Coordinate and execute operational handoff activities.