Job Description
Senior Analyst, Service Management
Location: 100 Queens Quay East, 9th Floor, Toronto
Responsibilities
- Manage the rollout of or improvements to existing processes, tools and systems and provide training to the operations team.
- Work closely with IT stakeholders to provide support and recommendations.
- Serve as the Service Management team's subject‑matter expert, bringing innovative solutions to complex challenges and championing continuous improvement.
- Oversee Change Management activities: review change requests, facilitate CAB and change audits.
- Participate in a rotating on‑call schedule for Incident Management supporting after‑hours Major Incidents or escalations.
- Filter Requests for Changes (RFC) by assessing risk, evaluating change orders, prioritizing and coordinating changes, and reviewing the implementation plan.
- Manage the end‑to‑end CAB and E‑CAB processes, enforce discipline within the IT ...