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 13 hours ago
RC
Business Analyst V
Randstad Canada
Toronto, ON
- $63.61 to $71.47 CAD / hour
- Contract
Work Arrangement: Hybrid (4 days per week on-site, 1 day remote; no travel required)
Added 16 hours ago
Senior QA Analyst (Temp)
Ravenwake Games
Vancouver, BC
We’re seeking a Senior QA Analyst to act as a quality leader on the Palia Gameplay team. You’ll drive quality activities and practices, design and implement process improvements, craft test…
Added 1 day ago
H
Senior Business Analyst, Customer Portal and AI-Enabled Delivery
Hays
Calgary, AB
- $90 to $100 CAD / hour
- Contract
Senior Business Analyst, Digital Modernization and AI-Enabled Delivery
Added 1 day ago
MO
Senior Policy Advisor
Ministry of Public and Business Service Delivery and Procurement
Toronto, ON
- Temporary
Join the Ministry of Public and Business Service Delivery and Procurement as a Senior Policy Advisor within the Technical Safety Unit. In this role, you will work at the intersection of…
Added 1 day ago
RC
TDJP00058999 Business Analyst IV
Randstad Canada
Toronto, ON
- $57 to $60.75 CAD / hour
- Contract
We are currently recruiting on behalf of our premier financial services client for a senior Business Analyst IV to join their Enterprise Payments team on a 12-month contract. Working in a…
Added 1 day ago
S
CAN - Business Analyst IV
SPECTRAFORCE
Toronto, ON
- Hybrid
Reporting to the Senior Manager, Payments Platform Capabilities, the successful candidate will play a critical role in the management and delivery of business analysis activities on…
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
P
Senior Business Analyst - Payments
Procom
Toronto, ON
- $52.5 to $70 CAD / hour
- Contract
On behalf of our Banking client, Procom is searching for a Senior Business Analyst - Payments for a 12-month role. This position is a hybrid position with 4 days onsite at our client’s…
Added 1 day ago
P
Business Consultant - Senior
Procom
Toronto, ON
- Contract
On behalf of our Banking client, Procom is searching for a Business Consultant - Senior for a 6-month role. This position is a hybrid position with 3 days onsite at our client’s Toronto…
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
C
Senior Agile Analyst
Co-operators
Kitchener, ON · Guelph, ON · Burlington, ON · Mississauga, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 3 days ago
Assistant Designer, Communications
Toronto Transit Commission
Toronto, ON
Reporting to the Senior Analyst – OT Cybersecurity, you will provide technical support in the preparation, analysis, monitoring and co-ordination of new projects or modifications to…
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
P-
Senior Business Analyst, Clinical Systems
PHSA - Provincial Health Services Authority
Kelowna, BC
- $76,111 to $109,409 CAD / year
- Full-time
…Manager, Primary Care and Community Information Services, the Senior Business Analyst, Clinical Systems and Technical Alignment, is an integral team member responsible for providing…
Added 3 days ago
S
Business Analyst IV
SPECTRAFORCE
Toronto, ON
- Hybrid
Must Have Skills:
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
Financial Systems Analyst
Royal Victoria Regional Health Centre
Barrie, ON
5 years of working experience at a senior accountant/analyst (or equivalent) level
Added 3 days ago
S
IT Analyst IV - Technical Support
SPECTRAFORCE
Toronto, ON
- Hybrid
Schedule: Hybrid (2 days in office, 3 days work from home) · Splunk (must have)
Added 3 days ago
RC
Business Analyst Expert - 109666
Randstad Canada
Toronto, ON
- $69.58 to $77.77 CAD / hour
- Contract
Hybrid Work Flexibility: Downtown Toronto office location with a collaborative hybrid schedule (1–2 days per week on-site)
Added 3 days ago
ML
Senior Systems Analyst - Liquor & Cannabis Product Area
Manitoba Liquor & Lotteries
Winnipeg, MB
- $42.73 to $52.87 CAD / hour
- Full-time
Must have strong track record in analysis and solution design, demonstrated leadership sk
Added 4 days ago
P
Senior Business & Process Analyst - Regulated Operations (PL8066)
Paralucent
Toronto, ON
- Contract
- Hybrid
Paralucent is seeking a Senior Business & Process Analyst to help modernize complex, regulated operational workflows. You will work with operations, legal/compliance, technology and control…
Added 4 days ago
Senior Business Analyst, Operations
Strive Capital Corporation
ON
Must possess an entrepreneurial spirit
Added 4 days ago
GO
Senior Business Analyst
Government of New Brunswick - EECD
Fredericton, NB
- $67,600 to $94,406 CAD / year
…Within the IT Strategy & Business Solutions (ITSBS) Branch, the Senior Business Analyst serves as the link between business areas across the public education system and the technical teams…
Added 4 days ago
GO
Senior Business Analyst
Government of Saskatchewan
Regina, SK
- On-site
The Information Management and Support Branch of the Saskatchewan Ministry of Education is seeking a Senior Business Analyst to fill an exciting opportunity in the analysis, design,…

Patch & Permasearch

Sr. ITSM Analyst

Toronto, ON, Canada

Contract

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Applications open in a new tab.

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