Job Description

ITSM / IT Change Management Analyst- JOB - 37534

Location: Toronto / GTA, Ontario – Hybrid
Duration: 12-month contract
Rate: $30–$42/hour
Start Date: ASAP
Extension: Possible
Conversion: Possible

About the Role

We are looking for an experienced ITSM / IT Technical Analyst to join a large enterprise technology environment.

The successful candidate will have a strong operational IT background with hands-on experience in IT Service Management, Change Management, ServiceNow, technical support, and ITIL processes.

This role will support day-to-day Change Management operations, review and coordinate technology change requests, facilitate Change Management meetings, and work closely with technical teams and senior stakeholders across the organization.

Key Responsibilities

• Coordinate and execute the daily IT Change Management process.

• Review technology change requests for completeness, accuracy, risk, impact, and compliance with established processes.

• Provide process and operational support to technology teams.

• Serve as a subject matter expert for IT Service Management and Change Management processes.

• Chair and facilitate Technology Change Management meetings.

• Review technical documentation and change records.

• Support emergency changes and post-implementation reviews.

• Facilitate the Change Post Implementation Review process and track improvement plans.

• Identify opportunities to improve ITSM policies, processes, procedures, and workflows.

• Support process improvements within ServiceNow.

• Deliver scheduled and ad hoc process training to stakeholders.

• Develop, update, and present Change Management performance metrics and KPIs.

• Coordinate technology changes across multiple business and technology teams.

• Support integration between Change Management and related ITIL processes, including Incident, Problem, Configuration, and Asset Management.

• Facilitate collision mitigation and resolve scheduling or implementation conflicts.

• Maintain clear and accurate technical documentation.

Must-Have Qualifications

• Minimum 5 years of experience in an IT process management, IT operations, technical support, or ITSM environment.

• Strong knowledge of IT Change Management processes and procedures.

• ITIL certification, preferably ITIL 4.

• Hands-on experience with ServiceNow.

• Technical support or operational IT experience.

• Experience reviewing technical documentation and change records.

• Experience with IT Asset Management.

• Experience working within a large enterprise operations environment.

• Strong understanding of ITIL methodologies and IT Service Management processes.

• Proficiency with Microsoft Office.

• Postsecondary education.

Nice to Have

• ITIL 5 knowledge or certification.

• Previous experience within banking or financial services.

• Experience working with Incident, Problem, Configuration, and Asset Management processes.

Skills & Competencies

• Strong written and verbal communication skills.

• Excellent interpersonal and stakeholder management skills.

• Strong technical writing and documentation abilities.

• Highly organized with excellent attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong sense of urgency and customer service orientation.

• Comfortable facilitating meetings and presenting to technical teams and senior stakeholders.

Work Arrangement

This is a hybrid position requiring onsite attendance approximately 2–4 days per week at various Toronto and GTA locations.

Candidates must be able to travel between downtown Toronto, Scarborough, and Mississauga locations as required.

Change implementation monitoring shifts may rotate between:

• 7:00 AM – 3:00 PM

• 9:00 AM – 5:00 PM

• 11:00 AM – 7:00 PM

Candidates must have flexibility to adjust their schedule based on operational requirements. Attendance at a weekly Wednesday morning team meeting is also required.

Ideal Candidate

The ideal candidate combines a strong technical/IT operations background with hands-on ITSM and Change Management experience. They should be comfortable working in ServiceNow, reviewing change records and technical documentation, assessing risk and impact, and coordinating changes across a complex enterprise environment.