The ITSM Reporting Analyst role performs operational reporting 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.
This role supports and performs process improvement activities, report generation, maturity improvements, process data analysis and communication.
Who you'll work with
You will be joining a team of full time employees in Toronto and a 3rd party service provider in Toronto and India to execute the mandate of the configuration and asset management team.
What you'll do
Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy
Automate reporting from data sources into ServiceNow and reporting platform - PowerBI
Define and maintain common Service Management reporting formats, data sources, and definitions
Work with ESDIT leadership team to define and report on key Service Management process metrics and supporting analysis
Proactively analyze process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency and alignment
Coordinate with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures
Work with process participants to manage completion of process activities and/or management of process metrics
Facilitate regular meetings and manages meeting actions
Manage completion of reporting activities and/or management of metrics in dashboards/reports
Coordinate activities with Managed Services Providers as required
Manage Service Management reporting formats, data sources, and definitions
Report progress and status of projects with minimal direct supervision
Engage all relevant partners and secure the requisite reviews and signoffs as necessary
Perform light project management duties
Identifies and Implements opportunities to improve and automate ITSM Reports using Power-BI
Work with ServiceNow team to identify prospects of improving ServiceNow tool with focus on reporting capabilities.
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 in an analytical role with preference to process reporting analytics
3 years’ experience developing data intensive reports in Excel, ServiceNow and Power-BI
Experience with Service Now is an asset
Experience defining, implementing and reporting on relevant IT Metrics & KPI’s
Sophisticated Excel reporting, programming and data management skills including links to external data sources
Practical experience with workflow and report design
Project management experience (Preferred)
Outstanding analytical and problem-solving abilities
Knowledge and understanding of ITIL driven processes
Demonstrable understanding of IT Service Management practices and supporting technology; ServiceNow and Power BI experience is an asset
Self-starter, with strong quantitative, analytical, and problem-solving skills leading to sound judgments/decisions and innovative process improvement recommendations
High attention to detail, organized, and thorough
Effective planning and organizational skills
Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
Excellent written communication skills using a variety of writing and publishing tools and output formats
Ability to effectively influence without authority yielding required results and building positive 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
Degreed: a digital platform that helps you quickly and easily discover, share, and track ALL kinds of learning resources — from courses to videos to articles and more.
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!
You may be invited to complete a pre-recorded interview as part of the recruitment process. This will take no longer than 10 minutes.
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.
The privacy of your personal information is important to us. Please visit our Privacy Centre to learn how we handle your personal information.