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OMERS

Lead Analyst, M365 Platform

Toronto, ON, Canada
Head Office Toronto, Canada

Pay: This posting is for an existing vacancy.The expected salary range for this position is $86,000.00 - $130,000.00 per year.
Job type: Full-time
Posting language: English
Posted: Sep 28, 2026

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Original job description

Choose a workplace that empowers your impact.

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be - and deliver - your best.

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere - come build tomorrow together with us.

Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

Role Summary:

This role reports into the Manager, M365 Platform within Enterprise Technology. The team supports the collaboration, identity, endpoint, and productivity services employees rely on every day, and is looking for someone to improve how platform work is requested, prioritized, delivered, measured, and continuously refined.

In this role, you will sit at the intersection of technology service delivery, operational improvement, and stakeholder enablement. You will work with engineers, service partners, governance teams, and business stakeholders to make M365 platform services easier to consume, simpler to operate, and more transparent to manage. The role is grounded in process improvement, with a focus on scalable, well-governed, and measurable technology service delivery.

You will be responsible for:

Build and maintain a prioritized service improvement roadmap based on business value, operational impact, effort, and dependencies.

Improve how M365 platform work moves from demand to delivery, including intake, triage, prioritization, approvals, fulfillment, escalation, closure, and reporting.

Enhance ServiceNow intake forms, catalog items, request workflows, routing, approvals, and reporting to improve the employee and support-team experience.

Partners with engineers, the Service Desk, service owners, security, governance, and business stakeholders to reduce bottlenecks, clarify accountability, and improve handoffs.

Facilitate workshops, working sessions, and stand-ups to gather requirements, validate pain points, align stakeholders, and advance improvement initiatives.

Design practical operating models, decision paths, service practices, and controls that make work more predictable, repeatable, and audit ready.

Identify manual effort, rework, recurring issues, and service friction, and recommend opportunities for automation, self-service, simplification, or clearer ownership.

Define operational metrics and reporting that help leaders understand demand, performance, risks, and improvement opportunities across the M365 platform.

Create and maintain clear documentation, including process maps, runbooks, standard operating practices, RACI models, governance materials, and stakeholder communications.

Embed continuous improvement into team routines by reviewing service performance, gathering feedback, and adjusting practices as demand and priorities evolve.

Required Skills & Experience

Five or more years of experience in technology analysis, IT service management, operational improvement, business analysis, or a comparable enterprise role.

Hands-on experience with ServiceNow or a comparable IT service management platform, including intake, catalog items, workflow routing, approvals, queues, and reporting.

Demonstrated ability to improve how technology services are requested, prioritized, delivered, measured, and continuously refined.

Experience building roadmaps, sequencing competing priorities, tracking dependencies, and driving initiatives through adoption.

Strong facilitation skills, including workshops, working sessions, stand-ups, and stakeholder discussions with technical and non-technical audiences.

Ability to assess current-state practices, identify root causes of inefficiency, and design future-state approaches that deliver measurable improvement.

Strong documentation skills, including process maps, operating models, requirements, runbooks, controls, decision paths, and governance materials.

Working knowledge of ITIL practices across requests, incidents, problem, change, and knowledge management.

Strong analytical, reporting, communication, stakeholder management, problem-solving, and prioritization skills.

Preferred Skills & Experience

Experience working with Microsoft 365, Intune, Entra ID, Azure Virtual Desktop, Microsoft Purview, or similar enterprise platforms.

Experience with ServiceNow reporting, Performance Analytics, workflow configuration, catalog management, or low-code automation.

Experience in Agile, product-oriented, or platform delivery environments, including backlog management, sprint planning, or release coordination.

Experience using Power BI, Excel, Visio, or comparable tools for road mapping, process mapping, operational reporting, and service insights.

Exposure to Lean, Six Sigma, Agile, ITIL, audit, compliance, risk, governance, or regulated enterprise environments.

Post-secondary education in information technology, business, process management, service management, or related discipline, or equivalent experience. ITIL, ServiceNow, Lean, Six Sigma, Agile, product management, or business analysis certification are assets.

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 4 days per week.

This posting is for an existing vacancy.The expected salary range for this position is $86,000.00 - $130,000.00 per year.

You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work - and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.

Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.

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More about this job

Responsibilities

The Lead Analyst will manage the M365 platform service improvement roadmap and optimize the end-to-end delivery of platform work. They will collaborate with cross-functional teams to enhance ServiceNow workflows, define operational metrics, and ensure technology services are scalable and well-governed.

Requirements

Candidates must have at least five years of experience in IT service management, business analysis, or operational improvement, with hands-on experience in ServiceNow. Strong facilitation, documentation, and analytical skills are required, along with a working knowledge of ITIL practices.

Skills

ServiceNow
IT Service Management
Process Improvement
Business Analysis
Stakeholder Management
Roadmap Planning
ITIL
Operational Reporting
Requirements Gathering
Documentation
Project Coordination
Microsoft 365
Automation
Governance
Problem Solving
Facilitation

Benefits

Group benefits
Retirement plans
Short-term incentive plan
Long-term incentive plan

Visa sponsorship

Not detected in the job text

Keywords

M365
ServiceNow
ITIL
Business Analysis
Operational Improvement
Roadmap
Governance
Intake Management
Performance Analytics
Agile
Lean
Six Sigma
Power BI
Visio
Entra ID
Intune
Microsoft Purview
Azure Virtual Desktop
Stakeholder Management
Process Mapping
RACI
Runbooks
Service Desk
Automation
Self-service
Workflow Routing
Change Management
Incident Management
Problem Management
Knowledge Management

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