Senior IT Service Management Analyst

Pembina Pipeline Corporation•Calgary, AB

1d•Hybrid

About The Position

Pembina Pipeline Corporation is a dynamic energy transportation and midstream provider with over 70 years of service. The organization values safety, trustworthiness, respect, collaboration, and entrepreneurship, fostering a diverse and inclusive work environment. Pembina emphasizes safety in all operations, with a "Zero by Choice" culture and adherence to Life Saving Rules. The Information Services Unit manages and maintains the company's infrastructure, provides technical support, ensures data security, implements new technologies, manages vendors, and ensures regulatory compliance. They seek innovative individuals to improve processes and technologies, collaborating to implement cutting-edge solutions that enhance productivity, reduce costs, and contribute to environmental solutions. The team is building a diverse group of open-minded, adaptable, and innovative people to keep pace with technological advancements. As a Senior Analyst, ITSM, you will be a key driver of IT service delivery excellence. Your responsibilities will include enhancing ITSM processes, ensuring the stability and performance of IT services, and supporting IT operations. This role is suited for a proactive and experienced ITSM professional passionate about continuous improvement and stakeholder collaboration.

Requirements

Minimum of 5 years of experience in an Information Technology (IT) Service Management role.
Must possess an ITIL v3 or ITIL 4 Foundation certification, with higher-level ITIL certifications considered an asset.
Demonstrated experience managing and monitoring Service Level Agreements (SLAs) to ensure service performance and compliance targets are achieved.
Strong understanding of core ITSM processes (Incident, Problem, Change, and Request Management).
Excellent communication, collaboration, and stakeholder management skills.
Ability to utilize Artificial Intelligence tools to enhance day-to-day work.
The successful candidate must be legally able to work in the country of the position.
The final candidate will be required to undergo Pre-Employment Background Checks including a Criminal Record Check.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
Higher-level ITIL certifications are considered an asset.

Responsibilities

Implement improvements to Pembina's ITSM processes, ensuring they align with ITIL best practices and organizational goals.
Monitor key performance indicators (KPIs) to measure process performance and drive a culture of continuous improvement.
Partner with the Service NOW Support Team to define ITSM requirements for enhancements and new features.
Oversee the Major Incident Management process to ensure timely resolution of critical and high-priority issues.
Coordinate closely with support teams to minimize service disruptions and restore services promptly.
Analyze incident trends to identify recurring root-cause issues and recommend structural improvements.
Manage and deliver ISU Daily Standup Reporting in coordination with the infrastructure team.
Lead and support post-major incident lookback reviews to identify lessons learned and prevent future occurrences.
Monitor and analyze overall service performance and availability, identifying trends and areas for Continuous Improvement.
Effectively communicate service performance and potential risks to leadership to drive departmental improvements.
Advise and support IS teams to implement Continuous Improvements opportunities.
Provide expert-level operational support for all core ITSM processes, including Change, Request, Incident, Major Incident, Release Management, Problem & Knowledge Management.
Develop and deliver comprehensive documentation and training materials to support the adoption of ITSM processes and tools.
Support Pembina’s safety culture of "Zero by Choice" and the “Life Saving Rules”.
Participate and support an equitable, diverse, and inclusive workplace.