It Service Management Analyst

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

The Analyst role performs operational and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management and Change Management for Information Technology departments.

This role supports and performs major incident management, process improvement activities, report generation, process development and improvements, process data analysis and communication.

The IT Service Management Analyst reports directly to the Manager, IT Service Management.

Duties And Responsibilities

• Manages major incidents, priority 1 and 2. Organize major incident bridge, coordinate support staff and management required, updates the incident, creates, and distributes communications. May require 24x7coverage, depending on the nature and severity of the incident.
• Participate in ongoing internal and/or external continuing education activities
• Accountable for the change management process, reviews RFCs, member and organizer of CAB & CR approver
• Manage completion of process activities and/or management of process metrics
• Perform light project management duties
• Work with IT leadership team to define and report on key Service Management process metrics and supporting analysis
• Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
• Proactively analyze process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency, and alignment
• Facilitate process creation and review meetings, along with managing meeting actions
• Complete other tasks as requested
• Work with ServiceNow support to identify prospects of improving ServiceNow tool
• Adhere to Bayshore Policies and Procedures.
• Define and maintain common Service Management reporting formats and data sources
• Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy
• Contribute, create, and organize Knowledge Base Articles and communication
• Support process improvement activities and assists with implementation of process changes
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
• Identify and implement opportunities to improve and automate ITSM Reports
• Report progress and status of projects with minimal direct supervision
• Work with process participants to manage completion of process activities and/or management of process metrics

Work Location : Mississauga, Bayshore Healthcare , National Office.

Hybrid work : With a requirement to work onsite at least 2 days per week and 3 days remote.

Education & Experience

• ITIL Foundations certification is required
• Experience with IT production environments, including operating systems, applications, networks, servers, and associated hardware and software
• Minimum of 5 years experience working on IT Service Management initiatives (processes, concepts, and tools)

Other Skills And Abilities

• Ability to effectively influence management yielding required results and building strong relationships
• Excellent verbal communication skills: ability to explain complex, highly technical information to non-technical colleagues using clear simple language
• Excellent written communication skills
• Effective planning and organizational skills
• Knowledge of IT best practices and process tools
• Strong analytical and problem-solving skills with attention to detail and accuracy along with the ability to work independently, under pressure
• Proven business process analysis, strong interpersonal skills, and team orientation
• Proficiency in report generation, data collection and analysis
• High attention to detail, organized, and thorough

Primary Location

ON-Mississauga