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Senior Analyst, ITSM

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Date Posted: Dec 7, 2018

Reference Code: 41787-en_US

Service:  Enabling Area  
Job Type:  Permanent 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto 

External Posting Description

We are looking for a results-driven, high-impact contributor - who is willing to get into the details and wants to make a big difference for our internal customers by developing/managing processes, tools and KPIs to support our diverse IT and business teams.  This team member will be performing daily operational duties and working on one or more, small to large projects. The ITSM Analyst is primarily responsible for executing, maintaining and improving IT Service Management (ITSM) processes in alignment with the ITIL framework and reporting on compliance and KPIs.


  • Where required contributes to the development, operations and strategy for our ITSM processes and tools to ensure effective management and adherence of process.  Current processes covered by our ITSM team:
  • Incident Management, Request Fulfillment, Change Management, Problem Management, Knowledge Management, Service Asset and Configuration Management, Service Catalog Management, Event Management and Transition Planning.
  • Define, develop and report on process KPIs
  • Generate periodic and Ad-Hoc reports from IT Service Management tool regarding status of ITSM performance indicators
  • Monitor and report the availability of key IT Services to the business and IT management Maintain a Service Catalog representing business services
  • Work closely with other Sr. Analysts to understand business environment and collect requirements
  • Perform backup duties for Change Management including CAB meetings to ensure formal review and approval of change requests and monitoring / reporting change control policy compliance
  • Manage assigned problems ensuring root cause identification and corrective action plans are developed
  • Identify incident trends and ensure problem records are created when appropriate
  • Assist in training IT personnel on ITSM processes and tools
  • Audit tickets within our ITSM tool to ensure compliance and accuracy

External Posting Qualifications

  • A minimum of 3 years of relevant ITSM, governance and analytics experience
  • ITIL 2011/v3 Foundations Required
  • ITIL 2011/v3 Expert certification beneficial
  • ServiceNow reporting and catalog item maintenance experience
  • Strong client service orientation 
  • Must have excellent English written and verbal communication skills, French language is an asset
  • Experience with enterprise level ITSM and reporting tools are significant assets
  • Proficiency with MS Excel, PowerPoint and reporting tools/methodologies is required
  • Must be comfortable with technology and learning new technology tools
  • Excellent communication skills (reading, writing, listening, speaking, and presentation)
  • Must have ability to work independently as well as in a team environment
  • Ability to thrive in a fast paced, multi-tasking environment
  • Prior experience working in a matrix management based organization is beneficial

Deloitte is an inclusive employer dedicated to building a diverse workforce.  We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process. Please advise the Recruiter to ensure your accessibility needs are accommodated throughout this process.  Information received relating to accommodation will be addressed confidentially.

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted.

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