Service Level Management Analyst Jobs

Minimum of 5 years experience working on IT Service Management initiatives (processes, concepts, and tools)

Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy

Define and maintain common Service Management reporting formats and data sources

Work with IT leadership team to define and report on key Service Management process metrics and supporting analysis

Work with process participants to manage completion of process activities and/or management of process metrics

Accountable for the change management process, reviews RFCs, member and organizer of CAB & CR approver

Support Vendor Management, Project and Operations teams by gathering service scope and service level requirements for vendor contracts.

Minimum six (6) years’ related experience in IT Service Management and IT Service Transition

Strong experience in managing and leading operations readiness to support transition of project to operations project management experience

Experience in authoring Service Level Requirement

Demonstrates the ability to develop alternative solutions to problems and recommend the best solution for management decision making

Experience in oversight of vendor performance

Five (5) years’ experience working on IT Service Management initiatives (processes, concepts, and tools)

Project Management Professional (PMP) or PRINCE2 an asset

Utilizes business and technical experience to assist with updating and managing key processes and technologies

Experience with ITSM software tools is preferred.

Solid knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications

Coordinates the I&IT Problem Practice meetings, documentation, working group, training, continuous improvement, reporting within ServiceNow.

Data management experience a plus

Management of information database to ensure accuracy and relevancy

Assist with identifying areas where processes can be optimize and raise them to your manager for further discussion

You have a university degree in a relevant discipline and ideally 2+ years of experience in a financial services firm.

Due Diligence or/and RFP experience at a financial services firm is a plus

Proficiency in communication skills, including both oral and written

Experience with IT change management and change advisory board (CAB).

The Skills, Experience and Requirements You Need to be Successful

Experience as a Major Incident Manager.

Minimum 5 years experience performing similar duties.

Experience with IT governance in terms of incident, problem, change, and IT audit.

Configuration experience with ITSM tools (Jira, ServiceDesk Plus, etc.).

• Experience with Service Level Management process

• Experience working in Service Level Management on Platform in ServiceNow

• Some form of Project Management experience to lead this initiative

• Familiar with Incident Management ISRM guidelines adhering to SLO’s and SLI’s

This is an approximate 8 month contract located in Scarborough, ON/ Remote

• Knowledge of ITIL 4