Service Management Analyst
Meridian Credit Union is Ontario’s largest credit union, focused on creating opportunities for its members and communities. The Service Management Analyst role is integral to enhancing and maintaining the Service Management Program, supporting IT services delivery through process improvement and collaboration.
Responsibilities
- Act as Change Manager within the Change Management process, which includes the solicitation of approvals, Change closure, PIRs and associated documentation has been updated
- Assist with the governance of the Incident, Problem Management, Request Fulfillment processes and Availability tracking
- Where appropriate, utilize AI functionality to create efficiencies within processes and workflow functionality
- Contribute to the design and documentation of workflow improvements associated within the Service Management Program
- As a technical SME, assist with prioritization sessions with regards to enhancement requests for the IT and Business Program processes
- Assist with gathering business requirements for improvements to Enterprise Service Management tool, and interface with third parties in the development, configuration, integration and implementation of these improvements as per approved priorities
- Provide process support on day-to-day issues or questions related to the Service Management Program
- Participate in prioritization sessions regarding enhancement requests to the Service Management Program
- Perform administration activities and configurations updates within ServiceNow, including coding and development of new system capabilities and workflows
- Recommend and provide input into automated tasks that improve efficiency within teams
- Recommend ITIL process improvements
- Educate, create and execute regular and ad hoc reports for all departments who utilize service statistics
- Provide ad hoc reporting for departments who utilize service statistics
- Provide secondary support for the Service Management processes
- Assist with / Lead the Availability Management tracking and reporting activities
- Assist with Service Management team and process owners to improve and maintain their processes, from a technical perspective
- Design and document workflow improvements associated with Service Management processes
- Recommend and provide input into automated tasks that improve efficiency within teams utilizing Enterprise Service Management tool
- Recommend ITIL and CobIT process improvements
- Communicate to IT and Business the upcoming changes and impact to related service(s)
- Compile regular monthly Management reporting metrics for the IT Service Management Program
- Document pain points and quick wins that will be used in enhancements and training sessions for various Service Management processes and functions
- Lead training sessions and materials for various Service Management processes and functions
- Liaise with outside suppliers and support vendors for subject matter expertise and future direction
- Collaborate with multiple teams
- Occasionally also required to assist with small to medium, cross-functional projects, including Big Rock Initiatives
Skills
- Highly service oriented and customer focused – able to maintain good working relationships with customers and peer partners
- Focused on process alignment with attention-to-detail skills
- Strong analytical and problem-solving abilities
- Strong documentation skills
- Proficient with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
- Organized with ability to quickly prioritize and handle critical or competing priorities in a calm and effective manner
- Knowledge of ITIL framework and good understanding of IT Service Management Program (Asset/Configuration/Incident/Problem/Change Management, Service Catalog, etc.)
- Strong Solid Microsoft Windows, Microsoft Office, Microsoft Exchange, Microsoft SQL, ITSM and network skills
- ITIL v.33 and CobIT v5.0 certification is preferred
- Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
Benefits
- Inclusive and collaborative working environment
- Tools and technology needed to delight your candidates and clients
- Work with and learn from diverse industry leaders and colleagues
- Hybrid work arrangements with in-person office time
Company Overview