ITSM - Jira Analyst (Jira, JSM Cloud)
- Markham, ON, Canada
$45 to $55 CAD / hour · Contract
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Job details
- Pay
- $45 to $55 CAD / hour
- Job type
- Contract
- Apply by
- Posting language
- English
- Posted
Original job description
Position: ITSM Jira Analyst - Jira Service Management (JSM Cloud)
Client: Enterprise Utilities Company
Type: 6 month contract + extensions
Location: 4 days on site - Markham - no flex
Rate: 45-55/hr depending on incorporated or not & years of experience
Must-Haves
- 6+ years of ITSM experience with Jira Service Management (JSM Cloud preferred)
- Enterprise experience
- ServiceNow experience (workflows, CMDB, service catalog, reporting)
- Experience administering and configuring JSM, including workflows, SLAs, automation, permissions, and dashboards
- Experience leading/supporting ServiceNow-to-JSM migrations
- Strong ITIL knowledge and ITIL 4 Foundation certification
- Experience with JSM Assets/CMDB and ITSM data governance
- Experience in regulated/SOX-controlled environments
- Entra ID, Teams, Azure DevOps, and Power BI
- Configure and maintain projects, portals, request types, forms, fields, workflows, queues, SLAs, notifications, approvals, permissions, automation rules, knowledge integration and dashboards.
- Partner with the platform owner, implementation partners and internal teams to ensure configurations are secure, supportable, documented and aligned with approved ITSM processes.
Nice to Have Skills & Experience
- Atlassian certification relevant to Jira or Jira Service Management administration is an asset.
Job Description
The Senior ITSM Analyst is a senior practitioner responsible for advancing the effectiveness, reliability and maturity of IT Service Management across the organization. The role combines ITSM process leadership, hands-on platform support, service performance analysis and continual improvement to ensure IT services are governed consistently and aligned with business outcomes.
This role will help shape and optimise ITSM practices and tooling, with a preference for strong Jira Service Management experience and practical exposure to ServiceNow. The incumbent will translate process and operational requirements into sustainable workflows, automation, reporting and user experiences, while coaching stakeholders and reducing reliance on external support.
** AI may be used to formulate JD**
**This is a Vacant net new opening**
More about this job
Responsibilities
Advance ITSM effectiveness, reliability, and maturity through process leadership, platform support, service performance analysis, and continual improvement. Configure and maintain JSM projects and service experiences, and partner with platform owners, implementation partners, and internal teams to ensure solutions are secure, documented, supportable, and aligned with approved processes.
Requirements
Requires 6+ years of ITSM experience, enterprise experience, strong JSM administration skills, practical ServiceNow experience, and experience supporting ServiceNow-to-JSM migrations. Candidates should have strong ITIL knowledge and ITIL 4 Foundation certification, experience with JSM Assets/CMDB and data governance, and familiarity with regulated or SOX-controlled environments and tools such as Entra ID, Teams, Azure DevOps, and Power BI.
Skills
- IT Service Management
- Jira Service Management Cloud
- Jira Administration
- ServiceNow
- ITIL
- ITIL 4 Foundation
- Workflow Configuration
- ServiceNow-to-JSM Migrations
- CMDB and JSM Assets
- ITSM Data Governance
- Automation
- Service-Level Agreements
- Power BI
- Microsoft Entra ID
- Microsoft Teams
- Azure DevOps
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Data & Analytics
- Energy
Keywords
- IT Service Management
- Jira Service Management
- JSM Cloud
- Jira
- ServiceNow
- ITIL
- ITIL 4 Foundation
- Workflows
- Service-Level Agreements
- Automation
- Permissions
- Dashboards
- Service Catalog
- CMDB
- JSM Assets
- ITSM Data Governance
- ServiceNow-to-JSM Migration
- SOX
- Regulated Environments
- Microsoft Entra ID
- Microsoft Teams
- Azure DevOps
- Power BI
- Knowledge Integration
- Continual Improvement
- Atlassian Certification
- Utilities