ITSM Analyst

About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place.

At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

The ITSM Analyst plays a key role in supporting and maturing F12’s IT Service Management processes through the successful rollout, configuration, and ongoing support of the HALO ITSM platform. This role ensures our internal teams and clients experience streamlined, efficient, and consistent service interactions through well‑designed workflows, automation, and data-driven insights.

The ITSM Analyst will collaborate with cross‑functional teams—including Service Desk, Dev Ops, Project Services, and Client Success—to build an optimized ITSM ecosystem aligned with F12 standards and operational goals. This role partners closely with the existing platform lead to share ownership of the HaloITSM environment. Responsibilities are distributed based on phase and workload, with both roles jointly accountable for platform health, governance, and continuous improvement.

• Serve as the primary administrator and subject matter expert for the HALO ITSM platform.
• Configure and maintain modules such as Incident, Request, Problem, Change, CMDB, Knowledgebase, and Service Catalog.
• Manage platform updates, integrations, and release testing.
• Build and optimize forms, automations, workflows, and dashboards.
• Support data imports/exports, reporting, and service metric design.
• Maintain ongoing platform health in steady state, including configuration hygiene, access management, data integrity, and governance enforcement.

• Develop enablement materials, training sessions, and documentation for end users.
• Support change management activities related to the adoption of new workflows and processes.
• Partner with the program team to support the rollout of HALO ITSM across internal teams and business units, owning platform readiness and functional enablement.

• Collaborate with process owners to refine and standardize ITSM processes.
• Ensure configuration and process design align with F12 standards and compliance requirements.
• Support continual service improvement initiatives.
• Monitor adherence to workflows and identify opportunities for optimization.
• Share responsibility for ongoing platform governance and continuous improvement in partnership with the ITSM platform lead and operational stakeholders.

• Provide Tier 2/3 support for HALO-related issues as part of a shared platform ownership model.
• Troubleshoot configuration, automation, and data integrity problems.
• Liaise with HALO vendor support when required.

• 2+ years experience in ITSM, Service Delivery, or related technical support roles.
• Hands‑on experience with ITSM platforms (HALO preferred; Service Now, Fresh Service, Jira Service Management, etc. also considered).
• Strong understanding of ITIL practices (Incident, Change, Request, Problem, Knowledge, CMDB).
• Experience building workflows, forms, automations, and dashboards.
• Strong analytical and documentation skills.
• Excellent communication and collaboration abilities.
• Demonstrated ability to work effectively in a shared ownership or co‑leadership model.

• HALO ITSM administration experience.
• ITIL Foundation certification.
• Familiarity with Power Shell, SQL, or process automation tools.
• Experience…