Jobs in Canada

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Added 9 hours ago
S
Business Analyst V
SPECTRAFORCE
Toronto, ON
- Hybrid
Senior Business Analyst able to lead diverse business, technology and vendor stakeholders through business, functional, non-functional, data and migration requirements; source-to-target…
Added 18 hours ago
B
Senior Data Analyst (Gaming)
Blazesoft
Vaughan, ON
- Full-time
The System Data Analyst will be in a critical position driving data-driven decision-making, optimizing business performance, and shaping the strategic direction of the gaming brands role…
Added 1 day ago
S&
Associate Director, North America Regulated Utilities, Infrastructure Ratings
STANDARD & POOR'S FINANCIAL SERVICE
Toronto, ON
- Full-time
Lead portfolio surveillance and updates, connecting market developments and issuer performance to forward-looking risk themes, with strong ownership of output quality and clarity of…
Added 1 day ago
Aircraft Maintenance Engineer - Structures Licensed
KF Aerospace
Kelowna, BC
Modified work schedule, working 4 days per week/10 hours per day
Added 1 day ago
RC
Business Analyst IV
Randstad Canada
Toronto, ON
- $57.18 to $60.75 CAD / hour
- Contract
Work Arrangement: Hybrid (4 days per week on-site, 1 day remote; no travel required)
Added 1 day ago
SL
Senior Analyst - Wealth Product
Sun Life Assurance Company of Canada
Toronto, ON
- Full-time
Added 1 day ago
OG
Senior Business Consultant – Docmap
OneOcean Group Limited
Remote, Canada
- Remote
Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from…
Added 1 day ago
DL
Assistant Vice President / Vice President, Project Finance & Infrastructure
DBRS Limited - Canada Legal Entity
Toronto, ON
- Full-time
- Hybrid
…ratings.. You will evaluate transaction structures, financial performance, contractual arrangements, and credit risks while developing well-supported recommendations for rating…
Added 1 day ago
GO
Senior Policy Analyst
Government of Saskatchewan
Regina, SK
- On-site
The Ministry of Education requires a highly organized, capable, and energetic team player to fill the position of Senior Policy Analyst in the Corporate Services Branch. The Ministry of…
Added 2 days ago
SL
Workforce Capacity Planning Analyst
Sun Life Assurance Company of Canada
Waterloo, ON
- Full-time
As a Workforce Capacity Planning Analyst, you will partner with operational teams to develop forward-looking workforce plans and help leaders make evidence-based staffing decisions. You…
Added 2 days ago
I
Senior Quality Assurance Analyst
Intelerad
Montréal, QC
- $78,750 to $105,000 CAD / year
- Full-time
- Hybrid
The Senior Quality Analyst drives quality excellence across our medical imaging solutions by designing and executing comprehensive testing strategies that ensure product reliability and…
Added 2 days ago
FP
Storage Systems Analyst – NetApp, SAN, NAS
Finance Professionals
Toronto, ON
- $70 to $83 CAD / hour
- Full-time
Must Have Skills:
Added 2 days ago
C
Senior Agile Analyst
Co-operators
Kitchener, ON · Guelph, ON · Burlington, ON · Mississauga, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 2 days ago
Senior Business Systems Analyst (TMS)
Metro Supply Chain
Mississauga, ON
The Senior Business Systems Analyst – TMS is a strategic, hands-on leadership role that blends deep business analysis expertise, advanced Blue Yonder TMS functional knowledge, and the…
Added 3 days ago
EE
Senior Business Analyst
Express Employment Professionals
Richmond, BC
- $55,000 to $75,000 CAD / year
- Full-time
- Contract
Express Employment Professionals – Delta is currently recruiting for an experienced Senior Business Analyst on behalf of a well-established and growing organization.
Added 3 days ago
RC
Senior Business Analyst
Randstad Canada
Toronto, ON
- Contract
We are seeking an accomplished Senior Business Analyst with 10+ years of enterprise experience to provide business analysis and project leadership for enterprise modernization and service…
Added 3 days ago
CO
Senior Advisor, Corporate Finance - Capital Advisory
City of Calgary
Calgary, AB
- $125,909 to $157,386 CAD / year
- Full-time
- Temporary
As Senior Advisor, Corporate Finance, Capital Advisory, you will play an integral role implementing and executing The City's Capital Advisory program. The team resides within the Treasury…
Added 3 days ago
PG
Senior Business Analyst
Publicis Groupe Holdings B.V
Toronto, ON
- Full-time
Monitor key performance indicators (KPIs) to measure product success and identify areas for improvement.
Added 3 days ago
PG
Financial Technical Analyst
Publicis Groupe Holdings B.V
Toronto, ON
- Full-time
As a Senior Associate Technology L1, you will be responsible for designing, developing, and implementing .NET-based solutions that drive digital transformation for our clients. You will…
Added 3 days ago
FC
Analyst, Infrastructure and Energy Transition, Corporate Banking, Desjardins Capital Markets
Federation Caisses Desjardins
Toronto, ON
- Full-time
- Hybrid
As an Analyst, Infrastructure and Energy Transition in the Corporate Banking team, you will contribute to the execution of financing mandates and project-related activities that have major…
Added 3 days ago
SE
Senior Quality Assurance Analyst
SMS Equipment Inc.
AB
- $100,000 to $110,000 CAD / year
- Full-time
SMS Equipment is seeking a Senior Quality Assurance Analyst to support the planning, design, and execution of quality assurance activities for ERP solutions and related applications. This…
Added 3 days ago
CO
Strategic Planning Analyst III - Program Manager, Portfolio Management and Governance
City Of Edmonton
Edmonton, AB
- $54.15 to $69.11 CAD / hour
Positions with supervisory responsibilities must have two (2) years progressively responsible supervisory experience
Added 3 days ago
CO
Strategic Planning Analyst III - Value Realization & Strategic Investment
City Of Edmonton
Edmonton, AB
- $54.15 to $69.11 CAD / hour
Positions with supervisory responsibilities must have two (2) years progressively responsible supervisory experience
Added 3 days ago
BMO Capital Markets New Grad 2027 Investment Banking Analyst, Montreal
Bank of Montreal
Montréal, QC
As an Investment Banking Analyst at BMO Capital Markets, you will gain valuable exposure to a wide number of industries and will work with a variety of financial products, including public…
Added 3 days ago
S
Senior Credit Risk Analyst
SPECTRAFORCE
Waterloo, ON
- On-site
As a Senior Credit Risk Analyst, you’ll play a key role in optimizing cash collection, minimizing bad debt, and supporting revenue growth.

Patch & Permasearch

Sr. ITSM Analyst

Toronto, ON, Canada

Contract

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Job details

Job type: Contract
Posting language: English
Posted: Sep 21, 2026

Original job description

Job Title: Senior ITSM Analyst Contract Duration: 6 months to start (strong chance of extension or conversion to FTE if desired)

The Senior ITSM Analyst is a practitioner responsible for advancing the effectiveness, reliability and maturity of IT Service Management across the organisation. 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 optimize 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.

Responsibilities:

ITSM Process Leadership & Governance:

Lead the design, governance and continual improvement of core ITSM practices, including Incident, Major Incident, Problem, Change, Service Request, Knowledge, Asset and Configuration Management. Serve as a senior process controller and subject matter expert, monitoring process performance, compliance and adoption across IT and partner teams. Define and maintain process standards, controls, roles, procedures and supporting documentation aligned with ITIL practices and enterprise requirements. Participate in ITSM governance forums and contribute to the ITSM maturity roadmap and prioritized improvement backlog. Support audit and compliance activities by ensuring appropriate controls, evidence and traceability are in place.

Jira Service Management Platform Support & Optimisation:

Support the administration, configuration and ongoing enhancement of Jira Service Management, preferably in a cloud environment. 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. Assess enhancement requests, platform changes and technical debt; coordinate testing, release, rollback and knowledge-transfer activities. Apply practical ServiceNow exposure to support current-state analysis, data and process mapping, migration planning and translation of established workflows into JSM designs.

Operational Support & Service Improvement:

Monitor and analyze service performance using SLAs, KPIs, OLAs, trends and stakeholder feedback to identify improvement opportunities. Lead or facilitate root-cause analysis for recurring issues and post-incident reviews, ensuring corrective actions are documented, assigned and followed through. Support major incident management through coordination, communications, documentation and post-incident improvement activities. Identify and deliver opportunities to simplify processes, improve data quality, reduce manual effort and increase self-service and automation. Maintain a practical continual service improvement backlog and track measurable outcomes.

Reporting, Data & Integrations:

Monitor and analyse service performance using SLAs, KPIs, OLAs, trends and stakeholder feedback to identify improvement opportunities. Lead or facilitate root-cause analysis for recurring issues and post-incident reviews, ensuring corrective actions are documented, assigned and followed through. Support major incident management through coordination, communications, documentation and post-incident improvement activities. Identify and deliver opportunities to simplify processes, improve data quality, reduce manual effort and increase self-service and automation. Maintain a practical continual service improvement backlog and track measurable outcomes.

Stakeholder Engagement, Adoption & Knowledge Transfer:

Translate business and operational requirements into clear process and platform solutions, explaining choices, risks and trade-offs to technical and non-technical audiences. Lead communications, training and adoption activities for new or changed ITSM processes and platform capabilities. Create and maintain process guides, administration documentation, support runbooks, test scripts, knowledge articles and training materials. Mentor ITSM analysts and platform administrators through coaching, peer review and hands-on knowledge transfer.

Qualifications:

7+ years of progressive experience in IT service management, service delivery, enterprise application support or a related discipline, including experience leading process or platform improvements in a complex environment. Strong working knowledge of ITIL practices and demonstrated experience across at least two core ITSM processes. Hands-on experience supporting or configuring an enterprise ITSM platform, including workflows, forms, service catalogues, SLAs, automation, dashboards and reporting. Demonstrated ability to analyze service data, identify root causes and translate findings into practical, measurable improvements. Experience supporting major incidents, post-incident reviews, process governance and audit or compliance requirements. Strong analytical, facilitation, documentation, stakeholder-management and written and verbal communication skills. Ability to manage multiple priorities, work across technical and business teams and deliver outcomes with limited supervision. Bachelor’s degree in information technology, computer science, business systems or a related field, or an equivalent combination of education and experience.

Nice-To-Haves:

Hands-on administration, configuration or implementation experience with Jira Service Management, preferably JSM Cloud. Exposure to ServiceNow, including familiarity with its workflows, service catalogue, CMDB, reporting or data structures. Experience supporting a migration or transition between enterprise ITSM platforms, particularly from ServiceNow to Jira Service Management. ITIL 4 Foundation certification; advanced ITIL practice or Managing Professional certification is an asset. Atlassian certification relevant to Jira or Jira Service Management administration is an asset. Experience with Confluence, JSM Assets/CMDB, Atlassian Analytics, Marketplace applications and enterprise knowledge management. Experience with Microsoft Entra ID, Microsoft Teams, Azure DevOps, Power BI, endpoint or monitoring integrations. Experience applying automation or AI-enabled capabilities to improve self-service, knowledge, triage, reporting or agent productivity within approved governance controls. Experience in a regulated, audit-conscious or SOX-controlled environment.

Apply on evoportalca.tracker-rms.com About employer

More about this job

Responsibilities

The Senior ITSM Analyst at Patch & Permasearch will manage IT service processes, configure and improve the Jira Service Management platform, and analyze service performance to find improvements. The role also trains staff and documents how processes work.

Requirements

Candidates need 7+ years in IT service management or a related field, strong ITIL knowledge, and hands-on experience with an enterprise ITSM platform. A bachelor's degree or equivalent experience is required.

Skills

Jira Service Management
ServiceNow
ITIL
Incident management
Major incident management
Problem management
Change management
Service request management
Knowledge management
Asset management
Configuration management
SLA management
Workflow configuration
Automation rules
Service catalogue
Dashboards and reporting
Root cause analysis
Post-incident review
Process governance
Audit and compliance
Data analysis
Process mapping
Migration planning
Stakeholder management
Technical documentation

Keywords

ITSM
IT Service Management
Senior ITSM Analyst
Jira Service Management
JSM
Jira
ServiceNow
ITIL
incident management
problem management
change management
service request
SLA
KPI
root cause analysis
major incident
CMDB
Confluence
Atlassian
service desk

Seniority

Senior

Tools

Jira Service Management
ServiceNow
Confluence

Languages

English

Fields of study

information technology
computer science
business systems

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Work requirements

Jobs in Canada