Technology Operations, IT Service Management Analyst
About this role
Technology Operations, IT Service Management Analyst
Technology Operations, IT Service Management (ITSM) Analyst supports the ITSM practice with a primary focus on Service Level Management, service performance reporting, and ITSM data quality. Reporting directly to the Head, Technology Operations, this role tracks and reports on SLA/OLA performance, prepares service review materials, creates operational dashboards, audits ServiceNow data quality, and helps identify trends, bottlenecks, and improvement opportunities across Technology Operations.
Location: Hybrid (2–3 days in office per week) – based in Toronto, ON
Key Accountabilities
Service Level Monitoring & Reporting: Monitor SLA, OLA, and service performance targets across Technology Operations. Proactively identify breach risks, recurring performance issues, and operational trends requiring management review.
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