Specialist Cyber Service Management

Job Title: Specialist Cyber Service Management
Job : 89711
Location: Toronto, Ontario

Overview:
Job Title Specialist Cyber Service Management Division Toronto Cyber Security Reports To
Salary Range $115,672 to $160,649 Work Location 55 John Street, Toronto Job Type Permanent Full Time Shift Information Monday to Friday, 35 hours work week
To provide specialized business, operational, and analytical support for Toronto Cyber Security’s cyber service intake, service catalogue, reporting, and service delivery processes.
The role is responsible for administering and improving intake workflows, maintaining service catalogue and knowledge management content, supporting triage and routing, and developing dashboards and reports that provide visibility into service demand, workload, SLA trends, service performance, backlog, and operational risks. Working closely with cyber leads, risk assessors, technology and project teams, and business stakeholders, the role ensures cyber service requests are captured accurately, routed appropriately, monitored consistently, and supported by reliable data, documentation, and reporting.

The role also supports ongoing service delivery modernization, including improvements to existing workflows and reporting, as well as future transition planning for potential enterprise service management and risk management platforms.

What you will be doing:

Administers and supports the cyber service intake process, including intake queue monitoring, request validation, workflow hygiene, routing, triage support, and coordination with internal cyber service teams.

Develops, maintains and improves cyber service catalogue information, including service descriptions, request types, intake criteria, service ownership, workflow triggers, routing rules, and client-facing guidance.

Supports the ongoing operation and improvement of Jira-based intake workflows, confluence pages, dashboards, queues, saved filters, labels, fields, statuses, automations, and reporting views.

Develops, maintains, and enhances operational dashboards and reports to provide visibility into intake volumes, active assessments, service requests, workload distribution, SLA performance, aging items, backlog, service trends, and key operational risks.

Uses reporting and analytics tools such as Jira dashboards, Tableau, Power BI, Excel, and related data sources to produce accurate, timely, and decision-useful reporting for management and service leads.

Works with service owners and subject matter experts to define reporting requirements, validate data definitions, improve data quality, and ensure metrics are aligned to operational processes and business needs.

Analyzes cyber service delivery data to identify trends, bottlenecks, exceptions, data quality issues, workflow gaps, and opportunities for process improvement.

Prepares recurring and ad hoc reports, briefing materials, dashboards, charts, and analysis to support leadership decision-making, operational planning, service reviews, and governance discussions.

Supports intake and assessment process improvements, including simplification of intake forms, refinement of request categories, improved routing logic, and alignment of workflows to service delivery objectives.

Coordinates with project and cyber teams, and business stakeholders to clarify intake information, support request completeness, and ensure appropriate service engagement.

Maintains documentation related to intake processes, service catalogue entries, dashboard definitions, reporting logic, metric definitions, and workflow procedures.

Supports the transition from current-state tools and manual processes toward future enterprise platforms by documenting requirements, service catalogue structures, reporting needs, workflow rules, and data migration considerations.

Supports data quality and auditability by ensuring key intake, workflow, service, and reporting fields are consistently maintained and traceable.

Collaborates with technology platform owners, vendors, and internal stakeholders to support configuration, enhancement, troubleshooting, and continuous improvement of intake and reporting tools.

Develops and maintains…