Senior Service Management Analyst

LCBO•Toronto, ON

5d•CA$74,671 - CA$130,424•Onsite

About The Position

This position is onsite. Are you an innovative IT professional seeing a new challenge? Reporting to the Senior Manager, IT Operations Support Services, you will manage the rollout of or improvements to existing processes, tools and systems and provide training to the operations team. You will work closely with IT stakeholders to provide support and recommendations. You will be the Service Management team's subject matter expert, bringing innovative solutions to complex challenges and championing continuous improvement in a constantly evolving technological landscape. You will be responsible for Change Management activities (e.g. reviewing change requests, facilitating CAB and change audit.) You will also participate in a rotating on-call schedule for Incident Management supporting after-hours Major Incidents or escalations. If you are an expert in incident and change management within Information Technology, then this is the role for you! About the Role Service Management & Continual Service Improvement Primarily responsible for Change Management while supporting other IT service management processes, particularly incident, configuration and problem management. Responsible for the end-to-end ITIL based change management process and managing the governance of the life cycle of changes to ensure only authorized changes are implemented. Filter Requests for Changes (RFC) by assessing risk, evaluating change orders, prioritizing and coordinating changes and reviewing the implementation plan. Manage the end-to-end CAB and E-CAB process, including the enforcement of discipline to workflows within the IT Service Management tool. Manage the change advisory board meeting (CAB) and coordinate communication with partners to ensure the success of change implementations. Ensure Changes are coordinated and manages the inter-dependencies with the other scheduled changes. Create and prepare change management related KPI reports. Monitor the effectiveness of the change management process and make recommendations for improvement. Collaborate with service owners and teams to ensure that all applicable IT policies and procedures are followed. Manage the rollout of new processes or improvements on existing processes, tools and systems and provide necessary training to IT teams. Manage ServiceNow enhancements to support service management processes. Service Management Operations Be the primary contact point in major incident management, including tracking and managing major incidents through the complete incident life cycle, and identify solutions to prevent re-occurrence of incidents. Adhere to audit requirements for ITSM processes. Ensure compliance of ITSM processes and identify any incompliance or cross technology process improvement initiatives. Be available for 24x7 on call rotation supporting major incidents and emergency changes. Service Management Performance Perform discovery and design workshops with other members in Service Management team and IT departments to produce improvement proposal for ITSM processes and practices. Work with technical architects and related stakeholders to maintain and improve the configuration management process. Ensuring process adoption and compliance through communication and training. Organize training and communications to promote the ITSM processes and practices in IT community and user community.

Requirements

5+ years of job related ITSM work experience and process management.
In-depth experience with the ITIL framework and ITSM best practices, specifically Incident, Change, Problem and Configuration Management and Continuous Service Improvement.
Experience using ITSM applications, ideally ServiceNow.
Experience implementing and improving Change Management for both prod and non-prod environments.
Experience developing and implementing Service Level Agreement (SLA's), Operating Level Agreements (OLA's).

Responsibilities

Manage the rollout of or improvements to existing processes, tools and systems and provide training to the operations team.
Work closely with IT stakeholders to provide support and recommendations.
Be the Service Management team's subject matter expert, bringing innovative solutions to complex challenges and championing continuous improvement.
Responsible for Change Management activities (e.g. reviewing change requests, facilitating CAB and change audit.)
Participate in a rotating on-call schedule for Incident Management supporting after-hours Major Incidents or escalations.
Primarily responsible for Change Management while supporting other IT service management processes, particularly incident, configuration and problem management.
Responsible for the end-to-end ITIL based change management process and managing the governance of the life cycle of changes to ensure only authorized changes are implemented.
Filter Requests for Changes (RFC) by assessing risk, evaluating change orders, prioritizing and coordinating changes and reviewing the implementation plan.
Manage the end-to-end CAB and E-CAB process, including the enforcement of discipline to workflows within the IT Service Management tool.
Manage the change advisory board meeting (CAB) and coordinate communication with partners to ensure the success of change implementations.
Ensure Changes are coordinated and manages the inter-dependencies with the other scheduled changes.
Create and prepare change management related KPI reports.
Monitor the effectiveness of the change management process and make recommendations for improvement.
Collaborate with service owners and teams to ensure that all applicable IT policies and procedures are followed.
Manage the rollout of new processes or improvements on existing processes, tools and systems and provide necessary training to IT teams.
Manage ServiceNow enhancements to support service management processes.
Be the primary contact point in major incident management, including tracking and managing major incidents through the complete incident life cycle, and identify solutions to prevent re-occurrence of incidents.
Adhere to audit requirements for ITSM processes.
Ensure compliance of ITSM processes and identify any incompliance or cross technology process improvement initiatives.
Be available for 24x7 on call rotation supporting major incidents and emergency changes.
Perform discovery and design workshops with other members in Service Management team and IT departments to produce improvement proposal for ITSM processes and practices.
Work with technical architects and related stakeholders to maintain and improve the configuration management process.
Ensuring process adoption and compliance through communication and training.
Organize training and communications to promote the ITSM processes and practices in IT community and user community.