ITSM Analyst; IT Service Management process analysis and reporting using ITSM, ServiceNow

Job in Toronto, Ontario, M5A, Canada

Listing for: S.i. Systems

Contract position
Listed on 2026-07-20

Job specializations:

IT/Tech
IT Business Analyst, Data Analyst, Business Systems & Technology Analysis, IT Project Manager

Position: ITSM Analyst (2-3 years) to support IT Service Management process analysis and reporting using ITSM, ServiceNow, and

Contract, Toronto,

Working Hours:

EST

6 months + Extension

40 hours/week

Must Haves

10+ years in IT Service Management
, process analysis
, and operational support

3+ years supporting Incident Management
, Problem Management
, Change Management
, and Systems Availability

Advanced Excel reporting
, data management
, external data sources
, and report automation

ITIL Foundation
, IT Metrics
, KPI reporting
, and workflow/process design

Bachelor’s degree in computer science with a focus on analytics

Nice to Have

Experience with Service Now

Project management experience

Responsibilities

Create and maintain ITSM process reporting

Automate reporting from data sources where possible

Define and maintain Service Management reporting formats, data sources, and definitions

Analyze process activities and process data to identify reporting and process improvements

Coordinate with Managed Services Providers on ITSM data and process activities tied to SLAs and key measures

Contribute to process documentation and communication

Facilitate process forums, meetings, and meeting action management

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