City : Toronto, Canada

Category : Enterprise Operations

Industry : Financial Services

Employer : Ontario Teachers’ Pension Plan - OTPP

IT Service Management Process Analyst

The opportunity

The Process Analyst role performs operational and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management, Change Management and Systems Availability across the Enterprise Service Delivery and Information Technology departments.

You will support and perform process improvement activities, report generation, maturity improvements, process data analysis, communication, and facilitation of process activities.

Who you'll work with

In a diverse team, you will work closely with Enterprise Service Delivery IT leadership team to define and report on key Service Management process metrics and supporting analysis.

Participate to manage completion of process activities and/or management of process metrics

What you'll do

• Creates and maintains ITSM process reporting, optimizes the management of data sources and data accuracy

• Automates reporting from data sources where possible

• Defines and maintains common Service Management reporting formats, data sources, and definitions

• Proactively analyzes process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team. Looking at efficiency, quality, consistency and adherence

• Coordinates with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures

• Contributes, creates and organizes key process documentation and communication

• Facilitates process forums, regular meetings and manages meeting actions

What you'll need

• Bachelor’s degree in computer science with a focus on analytics

• ITIL certified to a minimum of foundation level.

• 3 years of direct experience in IT Service Management process support or operational activities

• 3 years experience developing data intensive reports in Excel. Advanced Excel reporting, programming and data management skills including links to external data sources

• Experience with Service Now is preferred

• Experience defining, implementing and reporting on relevant IT Metrics & KPI’s

• Practical experience with workflow and process design

• Project management experience (Preferred)

• Superior analytical and problem-solving abilities

• Self-starter, with strong quantitative, analytical, and problem solving skills leading to sound judgments/decisions and innovative process improvement recommendations

• Effective planning and organizational skills

• Excellent verbal and written communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language

• Ability to effectively influence without authority yielding required results and building strong relationships

What we're offering

• Pay for performance environment that offers competitive salary and incentives

• Numerous opportunities for professional growth and development

• Comprehensive employer paid benefits coverage, including a Health Spending Account

• Guaranteed retirement income through a defined benefit pension plan

• Competitive time off

• Discount programs including Edvantage and Perkopolis

At Ontario Teachers', diversity is one of our core strengths. We are a globally minded organization and take pride ensuring that the people we hire and the culture we create reflect and celebrate diversity of thought, background and experience.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today!

We thank you for applying, however, only those selected to continue will be contacted. Note that candidates must be legally entitled to work in the country where this role is located.

#LI-OTPP

What we’re offering

• Pay-for-performance environment that offers competitive salary and incentive

• Numerous opportunities for professional growth and development

• Comprehensive employer paid benefits coverage

• Retirement income through a defined benefit pension plan

• The opportunity to invest back into the fund through our Deferred Incentive Program

• A flexible/hybrid work environment combining in office collaboration and remote working

• Competitive time off

• Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year

• Employee discount programs including Edvantage and Perkopolis

• Degreed: a digital platform that helps you quickly and easily discover, share, and track various learning resources — from courses to videos to articles and more

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring.  We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves.  To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.

Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

The privacy of your personal information is important to us. Please visit our Privacy Centre to learn how we handle your personal information.

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