Information Technology Services Management ITSM Analyst

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians.
At CAAT, we live our values of integrity, impact, and teamwork every day.

The Information Technology Service management (ITSM) Analyst is integral to the success of the Technology & IT Services Management team, and to CAAT's guiding mission and growth strategy.

The ITSM Analyst is responsible for improving ITIL-aligned ITSM process maturity and compliance.
This role will be supporting key measurements and targets for end user and service satisfaction and will develop and improve processes to ensure consistent execution of IT services, ensuring compliance with IT policies and requirements at all times.
You will work closely with IT stakeholders to collectively provide support, advice, and recommendations.
You will act as a subject matter expert for the Service Management team, be innovative with problem solving and have a passion for change in a constantly evolving technological landscape.

A successful candidate will be a highly self-motivated and independent individual with expert incident management & continuous service improvement experience within an Information Technology work environment

We are looking for someone with:

• Bachelor's Degree or higher in Computer Science/Systems/Engineering or a related discipline or equivalent experience
• A minimum of three (3) to five (5) years of experience driving ITIL process and continuous service improvement on a team which has shown an excellent track record in providing quality process and continuous service improvement
• In-depth knowledge of the Service Now Platform
• ITIL v4 foundation certification

The successful candidate will demonstrate:

• Experience working collaboratively with multidisciplinary teams
• Strong communication skills (phone, email, presentation)
• Experience working in a cross-functional environment
• Knowledge of networking, including TCP/IP ports, firewalls, and network protocols
• Experience working with web-based technologies like XML, HTML, and AJAX
• Experience working with scripting languages like JavaScript, Python, and Perl

Once here you will:

• Contribute to the development, operation, and strategy for our ITIL processes and tools to ensure effective management and governance of CAAT Service Management processes
• Support processes covered by our Services team:
  Incident Management, Request Fulfillment, Change Management, Problem Management, Knowledge Management, Configuration Management, Service Catalog Management
• Configure, maintain and administer the Configuration Management Database (CMDB)
• Track the lifecycle of Configuration Items and ensure the CMDB is accurate, complete and compliant
• Support the integration of the CMDB with other IT service management processes and provide guidance on which CIs to capture in the CMDB
• Maintain the documentation & knowledge articles that support IT service management processes.
• Work with the cross-functional teams on the delivery of reporting for configuration management and asset management based on defined best practices
• Produce metrics for service performance, reporting on the key measurements required to drive productivity/process improvements as related to configuration and asset management

Step into CAAT - where your work is both rewarding and meaningful, growth is a constant, fun is the way we roll, and your impact is real! If you meet most of the criteria above, we would love to connect with you.

Our commitment to you as a CAATster:

We're about growing together and creating impact in a collaborative and caring environment!

Comprehensive & Holistic Care:
Your dedication deserves appreciation! At CAAT, we celebrate the complete you, prioritizing your well-being above all.
Our all-encompassing employee programs are designed to cater to every aspect of your life and well-being, ensuring you feel cherished and valued.
We provide a competitive Total Rewards program based around your physical, mental, and financial wellness.
This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.

Growth Opportunities:
Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life! We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn.
As we grow, so do you.
Let's make a difference together!

A Culture of Collaboration and Fun:
We're a team that works, grows, and celebrates together.
At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.

Making a Difference, Together:
We're on a mission to secure a better future for Canadians.
Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact.
Work that truly counts!

But don't just take our word for it! We've consistently been recognized as one of Canada's Most Admired Corporate Cultures, as one of Greater Toronto's Top Employers, and one of the Best Places to Work.

Learn more about us by visiting caatpension.ca/careers

Diversity, Equity, Inclusion, and Belonging:

Diversity, Equity, Inclusion, and Belonging (DEIB) at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture.
Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.
Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.
Should any applicant require accommodation through the application processes, please contact us at *** or call Human Resources at ***for assistance.