ITSM Analyst

At CAAT were passionate about what we do. And it shows!

Here youll find a cultural spark in everything we do from the way we partner with members and employers to the way we work collaborate and grow. It doesnt just feel different at CAAT. It is different. Were one of the fastest-growing pensions in the country for a reason. We challenge the status quo making a real impact on the hundreds of employers we serve from education institutions to major corporations and household brands. And were just getting started. Driven by core values and a shared purpose were fierce champions for better retirement security known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit wed love you to be a part of it.

About the Role:

We are seeking an Information Technology Service Management (ITSM) Analyst to join our Information Technology team. This role is responsible for supporting the governance execution maturity and continuous improvement of IT Service Management practices across the organization.

As a key member of the Enterprise Operations Centre (EOC) the ITSM Analyst will help ensure technology changes and releases are effectively planned assessed coordinated implemented and reviewed while minimizing operational risk and disruption to business services.

As the Newest Member of our Team Youll:

• Manage and continuously improve the enterprise Change Management process in alignment with ITIL best practices.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate risk assessments approvals testing communications implementation plans and rollback strategies are in place.
• Identify change conflicts dependencies blackout periods and potential business impacts to reduce operational risk.
• Coordinate Post-Implementation Reviews for failed high-risk emergency and significant changes driving lessons learned and continuous improvement.
• Coordinate the end-to-end Release Management lifecycle across applications infrastructure platforms and third-party vendor environments.
• Maintain the Enterprise Release Calendar managing release schedules dependencies business events and operational conflicts.
• Facilitate release planning release readiness assessments and Go/No-Go meetings for business-critical deployments.
• Own the accuracy integrity and governance of CMDB data ensuring Configuration Items and service relationships support effective dependency and impact analysis.
• Support continuous improvement initiatives across Incident Problem Request Knowledge Configuration Change Release and Service Level Management processes while contributing to ITSM reporting procedures standards and governance documentation.
  

To Succeed You Bring:

• Post-secondary education in Computer Science Information Technology or a related field.
• 3-5 years of experience in ITSM IT Operations Service Delivery or a related technology environment.
• Strong hands-on experience managing Change Management processes within a complex enterprise environment.
• Experience coordinating Release Management activities including release planning readiness reviews deployment coordination risk management and post-release reviews.
• Experience supporting Incident and Major Incident Management processes and coordinating technical teams during service disruptions.
• Hands-on experience with ServiceNow ITSM or a comparable enterprise ITSM platform.
• Demonstrated experience implementing ITSM process improvements automation initiatives dashboards KPIs and management reporting.
• Strong understanding of Incident Problem Change Release Request Knowledge Configuration and Service Level Management practices.
• ITIL 4 Foundation certification is required. Experience with Agile DevOps CI/CD delivery models and regulated industry environments is considered an asset.

The target hiring salary for this position is $84100.00-$98900.00. Placement within our salary range will be based on factors such as internal equity market conditions and the candidates experience skills and qualifications relevant to the role.

At CAAT we believe innovation passion and purpose are ingredients for a great work environment. Were incredibly proud of our people and the remarkable impact they have as catalysts for change. Were committed to attracting and keeping great talent which means competitive compensation exceptional benefits and an environment where people can grow and thrive. When you work with CAAT youll enjoy:

• Opportunities to Build a Better You: We never stand still. As we grow so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.

• Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical mental and financial wellness. From flexible work arrangements comprehensive benefits to wellness incentives and a defined benefit pension plan we have you covered.

• A Place to Collaborate and Win: Weve built a lively environment where creativity and open communication thrive. Its why were consistently recognized as one of Canadas Most Admired Corporate Cultures one of Greater Torontos Top Employers and one of the Best Places to Work.

• Work that Truly Matters. Youre giving Canadians the opportunity for better retirement security and organizations the chance to do more.
  

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being then CAAT could be the right fit for you. Start your journey with us today. Apply now.

Learn more about us by visiting artificial intelligence tools are used to screen assess or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms. All hiring decisions are made by human reviewers.

Diversity Equity Inclusion and Belonging (DEIB):

DEIB at CAAT means we respect and value the broadest range of experiences geographies gender ethnicities backgrounds and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best professional authentic selves to work.

CAAT Pension Plan is an equal opportunity employer and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities if requested. Should any applicant require accommodation through the application processes please contact us at or call Human Resources at for assistance.

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