Job Title: Technical Analyst
Location: Toronto, ON - Hybrid
Contract: 1 year | Extension: Possible Conversion: Possible
Role Overview: Seeking a Technical Analyst with strong IT Service Management / Change Management experience to support BAU operations. The successful candidate will coordinate and execute enterprise IT change processes, review change requests, assess risk, facilitate change-related meetings, monitor KPIs, and drive ITSM process improvements.
Key Responsibilities
- Manage and coordinate the IT Change Management process
- Review change requests for completeness, compliance, risk and impact
- Act as an ITSM Change Management SME
- Chair/facilitate technology change meetings
- Conduct Change Post Implementation Reviews (CPIR)
- Identify and drive process improvements within ServiceNow
- Develop/document processes, policies and procedures
- Track and present Change Management KPIs
- Support collision mitigation and conflict resolution
- Collaborate with Incident, Problem and Configuration Management teams
Must-Have Qualifications
- 5+ years of experience in IT process management / operational IT
- 5+ years ServiceNow experience
- 5+ years IT Technical Support experience
- 5+ years Enterprise Operations environment experience
- 5+ years Asset Management experience
- ITIL v4 certification/knowledge required
- Strong knowledge of IT Change Management and ITIL processes
- Experience reviewing technical documentation
- Strong MS Office skills
