ITSM Analyst

At CAAT, we’re passionate about what we do. And it shows! Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different  is different. We’re one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands.

And we’re just getting started. Driven by core values and a shared purpose, we’re fierce champions for better retirement security, known for our can‑do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we’d love you to be a part of it.

We are seeking an Information Technology Service Management (ITSM) Analyst to join our Information Technology team. This role is responsible for supporting the governance, execution, maturity, and continuous improvement of IT Service Management practices across the organization. As a key member of the Enterprise Operations Centre (EOC), the ITSM Analyst will help ensure technology changes and releases are effectively planned, assessed, coordinated, implemented, and reviewed while minimizing operational risk and disruption to business services.

As the Newest Member of our Team, You’ll:

• Manage and continuously improve the enterprise Change Management process in alignment with ITIL best practices.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate risk assessments, approvals, testing, communications, implementation plans, and rollback strategies are in place.
• Identify change conflicts, dependencies, blackout periods, and potential business impacts to reduce operational risk.
• Coordinate Post-Implementation Reviews for failed, high-risk, emergency, and significant changes, driving lessons learned and continuous improvement.
• Coordinate the end-to-end Release Management lifecycle across applications, infrastructure, platforms, and third-party vendor environments.
• Maintain the Enterprise Release Calendar, managing release schedules, dependencies, business events, and operational conflicts.
• Facilitate release planning, release readiness assessments, and Go/No-Go meetings for business-critical deployments.
• Own the accuracy, integrity, and governance of CMDB data, ensuring Configuration Items and service relationships support effective dependency and impact analysis.
• Support continuous improvement initiatives across Incident, Problem, Request, Knowledge, Configuration, Change, Release, and Service Level Management processes while contributing to ITSM reporting, procedures, standards, and governance documentation.

• Post-secondary education in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in ITSM, IT Operations, Service Delivery, or a related technology environment.
• Strong hands-on experience managing Change Management processes within a complex enterprise environment.
• Experience coordinating Release Management activities, including release planning, readiness reviews, deployment coordination, risk management, and post-release reviews.
• Experience supporting Incident and Major Incident Management processes and coordinating technical teams during service disruptions.
• Hands-on experience with Service Now ITSM or a comparable enterprise ITSM platform.
• Demonstrated experience implementing ITSM process improvements, automation initiatives, dashboards, KPIs, and management reporting.
• Strong understanding of Incident, Problem, Change, Release, Request, Knowledge, Configuration, and Service Level Management practices.
• ITIL 4 Foundation certification is required.
• Experience…