It Service Management Analyst (Continuous Service Improvement)

Salary Range: $77, 466 - $105, 621
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Metrolinx's Innovation and Information Technology group supports female team members via "Go Tech Women" an affinity group for women in Information Technology, led by our Chief Information Officer.
This role provides guidance to and consults with staff to ensure compliance with IT Service Management (ITSM) including but not limited to incident, request, problem, knowledge and change in production processes and procedures. Works closely with management team to facilitate the ITSM activities across the organization. Ensures day-to-day use of ITSM processes using ITIL methodology, ensuring people adoption, enabling tool capabilities, and meeting/exceeding the metrics/benchmarks while standardized processes are followed to provide service excellence. Serves as the role of Incident Manager during major service outages while acting as an escalation point for both business and IT staff as well as third party vendors while ensuring that service levels are achieved.
What will I be doing?

• Identifies and generates periodic and ad-hoc data reports regarding status of ITSM performance indicators.
• Works closely with management team to govern and implement continuous improvements using Lean methods and principles to the relevant ITSM practice and supporting tools.
• Ensures review, definition, and maintenance of current and in-scope ITSM practices for the effective management of and adherence to ITSM process areas.
• Prioritizes, assigns, and completes tasks in a high-pressure situation while leading work assignments that are minor to moderate in nature which require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with minimal supervision. Prepare and propose solution plans to Supervisor and/or Manager, once approved, then implement solution plans.
• Prepares and provides analysis in identifying and delivering enhancements (automation, consolidation, risk reduction, efficiency, cost-avoidance, etc.) to existing ITSM systems and processes.
• Leads and facilitates relevant ITSM Practice meetings, instructional documentation around processes and procedures, working group, training, continuous improvement, and reporting within ServiceNow.
• Ensures relevant tickets from all divisions are handled and has overall responsibility for the problem through its lifecycle. Ensure that all I&IT groups follow the process for every post-mortem. This includes leading the incident response, problem-solving and handling issues, and managing the coordination and collaboration between various divisions, businesses, and stakeholders across Metrolinx to ensure incident is resolved as quickly as possible for minimal impact to customer.
• Defines and collects metrics to understand trends; develops and executes plans to mitigate symptoms while providing disciplined tracking and reporting of various activities according to ITSM standards.

What Skills and Qualifications Do I Need?

• Project Management Professional (PMP) or PRINCE2 an asset
• Good business and systems analysis skills, including requirements gathering, development of use cases, transitions to operations, and end user documentation and training
• Completion of a diploma in business, information systems or a related discipline – or a combination of education, training and experience deemed equivalent.
• Five (5) years’ experience working on IT Service Management initiatives (processes, concepts, and tools)
• Experience with ITSM software tools is preferred.
• ITIL Foundation is required.
• Solid knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email [email protected].
Application Process
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.