ITSM Analyst

The Salvation Army in Canada

. Coordinate ITSM activities, primarily incident and Change Management .

Posted 9/29/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$85,322 - CA$127,982 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management (ITSM) principles and processes, with a strong focus on incident and change management, process governance, and stakeholder collaboration. Proficient in utilizing ServiceNow for effective service delivery and compliance with ITIL frameworks.

Highest-signal resume keywords

IT Service Management (ITSM)ServiceNowITIL 3 Service OperationChange ManagementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementChange ManagementProcess DocumentationBusiness AnalysisKPI Metrics DevelopmentProcess ComplianceRisk AnalysisRelease ManagementGovernance ComplianceProcess Enhancement

Soft Skills

Communication SkillsProblem-Solving SkillsConflict ResolutionTime ManagementRelationship Building

Tools & Technologies

ServiceNow

Certifications & Qualifications

ITIL 3 Service OperationITIL 4 Create, Deliver & Support

Industry Keywords

IT GovernanceChange-Impact CommunicationsCAB MeetingsProcess EffectivenessService Performance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Coordinate ITSM activities, primarily incident and Change Management
Monitor request queues, service performance, process compliance, and SLAs
Analyze process effectiveness, recurring issues, risks, and industry best practices
Design and enhance ITSM processes
Develop and maintain process documentation, knowledge base resources, business reports, and KPI metrics
Support release management by coordinating schedules, maintaining records, validating readiness, and ensuring governance compliance
Facilitate change management and process governance, including CAB meetings, change-impact communications, audits, and stakeholder coaching
Collaborate with internal and external stakeholders and provide backup support to ITSM specialists

Requirements

What you’ll need

University Degree in a Computer and Technology field
Certificate in ITIL 3 Service Operation or ITIL 4 Create, Deliver & Support
5+ years’ experience supporting or managing an ITSM process
Strong knowledge of IT Service Management (ITSM) principles, processes, and best practices
Working experience using ServiceNow
Understanding of change management, release management, and IT governance frameworks
Knowledge of ITIL practices considered an asset
Demonstrated business analysis, planning, and project coordination skills
Ability to manage multiple priorities, meet deadlines, and adapt effectively in a fast-paced environment
Strong stakeholder management skills, including experience collaborating with vendors, suppliers, and cross-functional teams
Excellent communication, presentation, facilitation, and relationship-building skills
Effective problem-solving, conflict resolution, and negotiation skills
Highly organized and detail-oriented, with exceptional time management skills, sound judgment, and ability to perform effectively under pressure

Benefits

Comp & perks

Reasonable accommodation upon request