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Added 11 mins ago
Master Data Mgmt Analyst
Husky Technologies
Bolton, ON
Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 11 mins ago
Quality Assurance Analyst
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Full-time
Under general supervision, the Quality Assurance Analyst carries out established procedures to ensure programs/projects meet minimum company standards and end user requirements. The…
Added 11 mins ago
Accounting Assistant
Hays
Oakville, ON
$55,000 to $60,000 CAD / year
Full-time
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Added 11 mins ago
Logistics Analyst
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Contract
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Added 27 mins ago
Product Analyst, Data Platform and Analytics
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$108,000 to $112,000 CAD / year
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Added 41 mins ago
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$18.5 to $19.5 CAD / hour
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Added 1 hour ago
IT - Technical Support Analyst III #26-24851
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The Salvation Army in Canada

ITSM Analyst

Toronto, ON, Canada

Pay: The target hiring range for this position is $85,321.60 to $106,641.60 with a maximum of $127,982.40.
Job type: Full-time
Apply by: Oct 29, 2026
Experience: 5+ years’ experience supporting or managing an ITSM process
Posting language: English
Posted: Sep 29, 2026

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Original job description

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Position Purpose Summary:

The ITSM Analyst role exists to ensure the effective and efficient delivery of IT Service Management processes, with a strong focus on incident and change management and continuous service improvement. By collaborating with IT teams and stakeholders, the role helps enhance service quality, optimize IT operations, and ensure technology services support the mission and business objectives of The Salvation Army in Canada. The ITSM Analyst contributes to organizational effectiveness by monitoring performance, recommending process improvements, and supporting key ITSM functions such as Change, Incident, Problem, Asset, Configuration, and Request Management. Through these efforts, the role helps provide reliable, responsive, and efficient technology services that enable ministry and operational excellence across the organization.

Key Accountabilities:

Coordinate ITSM activities, with a primary focus on incident and Change Management, ensuring incidents and changes are managed efficiently, risks are minimized, service disruptions are reduced, and service level expectations are consistently met.
Monitor request queues, service performance, and process compliance to drive timely resolution, improve customer experience, and maintain adherence to established standards and SLAs.
Analyze process effectiveness, recurring issues, risks, and industry best practices to identify opportunities for continuous improvement and support ITIL maturity.
Design and enhance ITSM processes that improve operational efficiency, support future technology adoption, and deliver a seamless end-user experience.
Develop and maintain process documentation, knowledge base resources, business reports, and KPI metrics to support governance, transparency, and informed decision-making.
Support release management activities by coordinating release schedules, maintaining release records, validating readiness, and ensuring compliance with governance and approval requirements.
Facilitate change management and process governance activities by participating in CAB meetings, communicating change impacts, conducting audits, and coaching stakeholders on process adherence.
Collaborate with internal and external stakeholders, providing backup support to ITSM specialists and fostering accountability to achieve service excellence and organizational objectives.

Education and Work Experience Qualifications:

University Degree in a Computer and Technology field
Certificate in ITIL 3 Service Operation or ITIL 4 Create, Deliver & Support
5+ years’ experience supporting or managing an ITSM process
Strong knowledge of IT Service Management (ITSM) principles, processes, and best practices, with working experience using ServiceNow.
Understanding of change management, release management, and IT governance frameworks, with knowledge of ITIL practices considered an asset.
Demonstrated business analysis, planning, and project coordination skills, with the ability to support operational and strategic initiatives.
Proven ability to manage multiple priorities, meet deadlines, and adapt effectively in a fast-paced environment.
Strong stakeholder management skills, including experience collaborating with vendors, suppliers, and cross-functional teams.
Excellent communication, presentation, facilitation, and relationship-building skills, with the ability to engage both technical and non-technical audiences.
Effective problem-solving, conflict resolution, and negotiation skills, with a focus on delivering customer-focused solutions and service excellence.
Highly organized and detail-oriented, with exceptional time management skills, sound judgment, and the ability to perform effectively under pressure.

Compensation:

The target hiring range for this position is $85,321.60 to $106,641.60 with a maximum of $127,982.40. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.

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More about this job

Responsibilities

Coordinate ITSM processes, particularly incident and change management, while monitoring service performance, request queues, risks, and compliance with service-level expectations. Improve and document processes, support release and governance activities, report on KPIs, and collaborate with stakeholders to enhance service quality and operational efficiency.

Requirements

Requires a university degree in a computer or technology field, an ITIL Service Operation or Create, Deliver & Support certificate, and at least five years of experience supporting or managing an ITSM process. Candidates should have ServiceNow experience, knowledge of ITSM and governance practices, and strong analytical, coordination, communication, stakeholder-management, and problem-solving skills.

Skills

IT Service Management
Incident Management
Change Management
Release Management
Problem Management
Asset Management
Configuration Management
Request Management
ServiceNow
ITIL
Business Analysis
Project Coordination
Stakeholder Management
Process Improvement
Governance
Communication

Visa sponsorship

Not detected in the job text

Keywords

IT Service Management
ITSM
ITIL
ServiceNow
Incident Management
Change Management
Problem Management
Asset Management
Configuration Management
Request Management
Release Management
IT Governance
Service-Level Agreements
Change Advisory Board
Process Documentation
Knowledge Base
KPI Metrics
Business Analysis
Project Coordination
Stakeholder Management
Vendor Management
Risk Management
Process Compliance
Service Performance
Customer Experience

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