Senior ITSM Analyst

Client: Investment Industry
Type: 14-month contract (until Oct 2026) + potential to extend or convert to FTE
Location: Toronto, ON (Hybrid: 3 day/week in office; flexible, typically not Fridays)
On-call: Every 4 weeks (rotation among 4 resources). Expect ~2-3 calls per week during on-call period. Incidents could be P1–P4. Compensation provided for on-call work.

Project Scope / Why this role is open

This is a backfill for an FTE who transitioned to another internal team and will return in Oct 2026. The small, collaborative team consists of 2 senior analysts and 2 lead analysts. The team operates in a fast-moving, startup-like environment within a larger organization.

What you will accomplish

As a Senior ITSM Analyst, you will:

• Strengthen ITSM process maturity across incident, problem, change, and request management.

• Lead major incident response, ensuring minimal business disruption.

• Drive root cause analysis, risk evaluation, and change implementation.

• Deliver enhancements in ServiceNow, including building new AI agent phases and workspace improvements.

• Identify trends through IT operations metrics and propose solutions for continuous improvement.

• Mentor peers and contribute to a culture of knowledge sharing.

Key Responsibilities

• Manage and resolve complex IT issues with minimal business impact.

• Lead coordination during major incidents (e.g., app outages) to restore services efficiently.

• Partner with internal and external stakeholders to address issues and drive solutions.

• Optimize ITSM processes, identify process improvement opportunities, and deliver enhancements.

• Enhance ServiceNow workspaces, reports, dashboards, and analytics.

• Support business continuity and disaster recovery efforts.

• Champion ITSM adoption and ensure user enablement.

Must-Have Qualifications

• 5–7 years of ITSM or related IT operations experience.

• Minimum 5 years of hands-on ServiceNow experience, including platform enhancements and AI/agent integrations.

• Strong working knowledge of core ServiceNow modules: Incident, Problem, Change, Request (Service Catalog), Knowledge Management, CMDB/CSDM.

• Proven ability to lead major incident response, root cause analysis, and change risk assessments.

• Strong communication and stakeholder management skills.

• Bachelor’s degree in IT, Computer Science, or related field.

• Comfortable in a fast-paced, evolving, startup-like environment.

Nice-to-Have Skills

• ServiceNow certifications (CSA, CIS-ITSM).

• Experience implementing AI solutions (e.g., Virtual Agent, NowAssist, CreatorAI).

• Experience with additional ServiceNow modules: SecOps, IRM, HRSD.

• Performance Analytics (building indicators, dashboards, reports).

• Technical certifications (Azure, AWS, ServiceNow).

• Experience in organizations outside of banking (e.g., startups).

Soft Skills

• Strong analytical and critical thinking skills; ability to assess impact and solution in real-time.

• Ability to break down complex workflows and synthesize data into actionable insights.

• Adaptability and passion for continuous learning, especially with evolving ServiceNow features.

• Excellent documentation skills (runbooks, knowledge base, process guides).

• Strong at translating technical details into business value and outcomes.