Website company
IT Service Management Analyst – IT production Change Management activities in ServiceNow platform using CAB Workbench
Perm FT role
Job Location: Mississauga/Brampton
Role requires Valid Ontario Driver’s License (Class G)
Core Requirements:
• 5-7 years of experience as a Change Manager with ITIL framework and ITSM best practices and process management, specifically Incident, Change, Problem and Configuration Management as well as Continuous Service Improvement.
• Experience with ServiceNow pertaining to Incident, Change, Problem and Knowledge management modules.
• Experience writing ITSM SOPs, preparing graphs and comprehensive Service Desk Metrics
• Incident and Problem Management improving experience for production/ non-production environments
• Certifications in ServiceNow System Administrator or ServiceNow Implementation Specialist, and ITIL v3
• Certification in ITIL intermediate level modules (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement) or ITIL Expert certification
Main duties:
• Serves as primary contact point in major incident management
• Responsible for managing the rollout of new processes or improvements on existing processes, tools and systems and providing necessary training to the operations team
• Work closely with IT stakeholders to collectively provide support, advice, and recommendations and act as a subject matter expert (SME) for the ServiceNow platform
• Oversee ITS incident, change, and problem activities while analyzing the data for trends and continue improvement through process evaluation utilization IT