Senior Service Management Analyst

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 ...