IT Service Management Analyst

Job Description
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto's subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

I&IT ONLY:
Metrolinx's Innovation and Information Technology group supports female team members via "Go Tech Women" an affinity group for women in Information Technology, led by our Chief Information Officer.

If you enjoy technology and innovation, value diversity, appreciate work/balance and are looking for an opportunity to make a better world via public service, Metrolinx would like to hear from you

Shift work maybe required.
This role provides guidance to and consults with staff to ensure compliance with IT Service Management (ITSM) including but not limited to incident, request, problem, knowledge and change in production processes and procedures. Works closely with management team to facilitate the ITSM activities across the organization. Ensures day-to-day use of ITSM processes using ITIL methodology, ensuring people adoption, enabling tool capabilities, and meeting/exceeding the metrics/benchmarks while standardized processes are followed to provide service excellence. Serves as the role of Incident Manager during major service outages while acting as an escalation point for both business and IT staff as well as third party vendors while ensuring that service levels are achieved.

What will I be doing?

• Facilitates Major Incident Bridges and Postmortem calls with attention to detail and great communication.
• Participate in 24/7/365 incident facilitation according to the assigned shift or on-call rotation, ensuring equitable scheduling to support work-life balance.
• Leads the lifecycle for Problem tickets.
• Collaborate with support teams, service owners and impacted IT stakeholders/partners to identify all technology or process/procedure gaps contributing to IT service outages as well as the remediation plan needed to avoid recurrence.
• Ensures relevant tickets from all divisions are handled and has overall responsibility for the problem through its lifecycle. Ensure that all I&IT groups follow the process for every post-mortem.
• Ensures review, definition, and maintenance of current and in-scope ITSM practices for the effective management of and adherence to ITSM process areas.
• Leads and facilitates relevant ITSM Practice meetings, instructional documentation around processes, procedures, tooling, training, continuous improvement, and reporting within ServiceNow.
• Works closely with management team to govern and implement continuous improvements using Lean methods and principles to the relevant ITSM practice and supporting tools.
• Prioritizes, assigns, and completes tasks in a high-pressure situation while leading work assignments that are minor to moderate in nature which require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with minimal supervision. Prepare and propose solution plans to Supervisor and/or Manager, once approved, then implement solution plans.
• Defines and collects metrics to understand trends; develops and executes plans to mitigate symptoms while providing disciplined tracking and reporting of various activities according to ITSM standards.
• Partner with key stakeholders regarding identified incident trends to track and to close gaps.
• Prepares and provides analysis in identifying and delivering enhancements (automation, consolidation, risk reduction, efficiency, cost-avoidance, etc.) to existing ITSM systems and processes.
• Identifies and generates periodic and ad-hoc data reports regarding status of ITSM performance indicators.
• Review and authorize changes.
• Run CAB meetings when Change coordinators are away.
• Help ensure all knowledge in ServiceNow is up to date.
• Collaborate with stakeholders and support teams to manage knowledge transfer, training, and process alignment, enabling smooth adoption of operational responsibilities and minimizing service disruption.
• Coordinate and execute operational handoff activities.

What Skills and Qualifications Do I Need?

• Solid experience on both Incident and Problem Management: documentation, tooling, coordination, reporting and continuous improvement.
• Completion of a diploma in business, information systems or a related discipline – or a combination of education, training and experience deemed equivalent.
• Demonstrated experience working on IT Service Management initiatives (processes, concepts, and tools)
• ITIL Foundation is required.
• Must have previous experience managing Major Incidents.
• Project Management Professional (PMP) or PRINCE2 an asset
• Experience with ITSM software tool ServiceNow is preferred.
• Solid knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications
• Good business and systems analysis skills, including requirements gathering, development of use cases, transitions to operations, and end user documentation and training.
• Effective communication skills

Don't Meet Every Requirement?
If you're excited about working with Metrolinx but your past experience doesn't quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: or email .

Application Process
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.