ITSM Analyst

Job Description

ITSM Analyst:
On behalf of our Financial Services client, Procom is searching for an ITSM Analyst for a 6-month role. This position is a hybrid position with 3 days onsite at our client’s Toronto office.

ITSM Analyst - Job Description:
The ITSM Analyst will perform operational and analysis-related activities for the IT Service Management function, focusing on Incident Management, Problem Management, Change Management, and Systems Availability. The role involves supporting process improvement activities, generating reports, improving maturity, analyzing process data, and facilitating process activities across the Enterprise Service Delivery and Information Technology departments.

ITSM Analyst - Responsibilities:
• Create and maintain ITSM process reporting, optimizing data sources and accuracy
• Automate reporting from data sources where possible
• Define and maintain common Service Management reporting formats, data sources, and definitions
• Proactively analyze process activities and data to identify improvements and key focus areas
• Coordinate with Managed Services Providers for ITSM data and process management
• Contribute to and organize key process documentation and communication
• Facilitate process forums, regular meetings, and manage meeting actions

ITSM Analyst - Mandatory Skills:
• Bachelor’s degree in computer science with a focus on analytics
• ITIL certified to a minimum of foundation level
• 3 years of direct experience in IT Service Management process support or operational activities
• 3 years experience developing data-intensive reports in Excel
• Superior analytical and problem-solving abilities
• Excellent verbal and written communication skills
• Ability to effectively influence without authority

ITSM Analyst – Nice-to-Have Skills:
• Experience with ServiceNow
• Experience defining, implementing, and reporting on relevant IT Metrics & KPIs
• Practical experience with workflow and process design
• Project management experience
• Self-starter with strong quantitative skills

ITSM Analyst – Assignment Length:
This is a 6-month contract position.

ITSM Analyst - Start Date:
ASAP.

ITSM Analyst - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid position with 3 days in the office.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.