ITSM Analyst Group

Position: ITSM Analyst for TMX Group
Elevate your career with the TMX Group as an IT Service Management Analyst in a hybrid role based in Toronto, ON. Focus on service performance, SLA tracking, and data analytics in a dynamic environment.

In this hybrid position, you will support the ITSM practice, emphasizing Service Level Management and enhancing overall service quality. You will report directly to the Head of Technology Operations while preparing insightful reports, designing operational dashboards, and tracking service performance against targets. Your analytical skills will be critical in identifying trends and bottlenecks in technology operations.

Key Responsibilities:

• Monitor Service Level Agreement (SLA) performance across operations

• Design and maintain performance dashboards and analytics

• Prepare service review materials for governance meetings

• Audit Service Now data for accuracy and compliance

• Support continual service improvement initiatives

Requirements:

• Bachelor’s degree in Computer Science or related field

• ITIL v3 or v4 Foundation certification

• 2-4 years in IT service management or operations reporting

• Proficient in reporting tools like Power BI or Tableau

• Experience with ITSM platforms like Service Now

Leverage your analytical expertise and ITSM knowledge to drive performance improvements and data accuracy at TMX Group.
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