ITSM Analyst

The ITSM Analyst is responsible for establishing and improve the group’s IT Service Management practices. Working with internal IT team & partner teams to drive operational excellence, and continual process improvement. Expert in ITIL, The ITSM Analyst will be responsible for reviewing & updating ITIL processes, bringing new processes as per industry standards. Working closely with other process owners to improve the performance of processes such as Incident Management, Change Management, Release Management, Problem Management, and Knowledge Management. The ITSM Analyst will also promote service ownership by establishing a Service Catalog along with a solid Service Portfolio Management process.

Responsibilities: 

1. Plan, execute, and oversee the implementation of efficient ITSM processes, ensuring alignment with recognized frameworks such as ITIL, COBIT, or ISO/IEC 20000.
2. Analyze and optimize current ITSM processes, aiming to increase efficiency, and improve the quality of services provided.
3. Introduce and maintain standards for IT service management, ensuring continuous adaptation to the changing needs of the organization.
4. Prepare regular reports on key performance indicators (KPIs) in ITSM, conduct trend analyses, and provide recommendations for further improvements. Ensure implementation of improvement opportunities
5. Lead ITSM-related audits and implement corrective actions as necessary.
6. Collaborate with various stakeholders, including IT teams, business units, and external partners, to align ITSM processes with organizational goals.
7. IT Asset Management.
8. Educate and act as an advocate for ITSM practices within the organization.
9. Monitor ITSM-related innovations and technological trends, proposing advancements that can enhance the efficiency of IT service management within the organization.
10. Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
11. Review ITSM related contracts, services, and SLAs.
12. Actively participate in the implementation and continuous development of the IVANTI Neurons ITSM system.
13. Performs other IT Service Management related support functions as required.

Core Competencies: 

• 10+ years of relevant experience

• Experience preferred with Cherwell/Ivanti Neurons/ServiceNow to manage ITSM processes.

• Substantial experience designing, managing, and continuously improving IT Service Management teams, policies, and process.

• Experience driving the adoption of ITSM best practices and continuous improvement efforts.

• Experience developing strategies and roadmaps for operational excellence.

• Expert knowledge of ITIL framework and managing transformation and ongoing operations of Service Management processes (ITIL certification).

• Excellent written and verbal communication skills and ability to effectively communicate with different stakeholder audiences.

• Higher education in Computer science, Information Technology, or related field

• Leadership skills and people management experience (nice to have)

If you are a current CANPACK employee, please apply through your Workday account.

CANPACK Group is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law or not related to job requirements, unless such distinction is required by law.