ITSM Business Analyst
J.D. IrvingIn this role, you will support the design, improvement, and adoption of ITSM processes that enable efficient, measurable, and consistent service delivery. You will work across teams to improve processes, automate workflows, support change initiatives, and help drive stronger operational results.
This is a great opportunity for someone who is passionate about organizational change, continuous improvement, and making work better through smarter processes and automation. If you are curious, collaborative, and excited by the opportunity to create meaningful impact, we would love to hear from you.
This position requires full-time on-site presence.
All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).
Responsibilities
Analysis of current state, identification of pain points and inconsistencies
Lead and support change initiatives related to improved processes, and ways of working
Analyze workflows, identify gaps, and recommend improvements that increase consistency, quality, and performance
Partner with technical teams to automate manual tasks and improve workflow efficiency
Develop and monitor KPIs and service metrics to measure performance and improvement outcomes
Create process documentation, reports, and dashboards that support governance and continuous improvement
Collaborate with stakeholders to understand needs and translate them into practical service improvements
Support governance by monitoring alignment to defined processes, controls, and service standards
Facilitate workshops and discussions that drive alignment, decisions, and progress on improvement initiatives
Qualifications
Education required: A university degree, college diploma or a related discipline
2+ years’ work experience in ITSM, business analysis, process improvement, or organization change
Curious, organized, and eager to learn
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Experience in an IT service delivery environment,
Comfortable bringing structure and momentum to improvement initiatives
Strong communication and stakeholder engagement skills
Results-focused with a strong commitment to service quality
Strong analytical skills and the ability to use KPIs and metrics to drive results
Ability to work independently and collaboratively in a fast-paced environment
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Bonus:
Experience working with and in ServiceNow
ITIL certifications
Prosci Leading Change
Entry Certification in Business Analysis (ECBA)