IT Service Management Lead​/Analyst

IT Service Management Lead/Analyst

Amica Support Office, Downtown Toronto

Full-Time Contract (12 months)

Hybrid - 3 days in Office (mon-wed)

Amica embraces pay- for- performance compensation philosophy and offers a competitive total compensation package designed to reward performance.

Expected Salary Range :$72,000 - $91,000

Benefits: Comprehensive health, dental, and vision coverage, retirement plan contributions, disability,and employee wellness programs.

Vacation:Generous annual vacation entitlement, aligned with company policy.

Compensation is determined based on skills, experience, and qualifications. Candidates whose experience surpasses the expectations for this role may be eligible for compensation above the advertised range.

Our busy office in downtown Toronto is seeking an IT Service Management Lead/Analyst. Reporting to the Senior Manager, IT Service Delivery, the successful candidate will; administer, manage and support Amica's Service Now platform and will lead the ITSM operational governance. The candidate will need to be detail-oriented, technically sound with a focus on processes, continuous service improvement and customer satisfaction.

• Service Now Administration/Development
• Provide application troubleshooting and support.
• Manage all Service Now upgrades to maintain N-1 compliance via the change management process.
• Perform base Service Now administration. Manage external support vendors.
• Perform enhancements to improve end user experience.
• Manage the IT and end user knowledge bases.
• Manage all projects related to Service Now including external application integrations with Service Now.
• Perform analysis/continuous service improvements on existing processes, workflows, etc. and implement changes/improvements.
• Maintain/create configuration items, approval workflows, templates, tables, assignment groups, portal enhancements, etc., based on best practice.
• Maintain proper license compliance.
• Perform consulting services/education to other departments or users related to the use or functionality of Service Now.
• Development - create and implement new or enhanced forms, workflows, approvals, in the Service Now platform.
• Perform integrations between Service Now and other systems as required.
• SME for all requests or incidents related to Service Now.
• Work toward having Service Now being the main interface for the business to engage IT services.
• Maintain/create all Service Now reports and dashboards.
• Create/maintain customer surveys and report on CSAT results.
• Perform analysis on processes outside of Service Now to determine if they should be moved into the platform. Business case and managing the implementation.
• IT Service Management
• Document and maintain IT Service Management Governance
• Perform consulting services/education to other departments or users related to ITSM.
• Change Management
  • Maintain governance policy and procedures.
  • Chair Weekly Change Advisory Board Meeting.
  • Report on weekly approved and unapproved changes.
  • Report on Change Success and failures.
• Problem Management
  • Vendor management
  • Preform RCAs on all P1 incidents.
  • Report on all RCA status
  • Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.
• Incident and Request Management
  • Deliver aging ticket reporting and work with teams to reduce volumes which will drive customer satisfaction.
  • Monitor ticket approvals to and engage/report where required to avoid delays in fulfilment.
• Service Level Management
  • Maintain SLAs in Service Now.
  • Create reporting based on key SLAs.
  • Create the ability to report on key business application availability.
  • Chari IT aging ticket review meetings.
  • Follow up with resolvers on aging tickets.
  • Follow up with ticket approvers on aging request approvals to improve service delivery times.

• Bachelor's degree or college diploma in information systems support or related field from an accredited college or university.
• Minimum of 3 years of related experience administering Service Now.
• Minimum of 3 years of related development experience in Service Now
• ITIL foundations V3 or higher certified.
• Experienced working within and managing IT service…