IT Service Management Analyst

• Pay Type Salary
• Min Hiring Rate $79,900.00
• Max Hiring Rate $101,800.00

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

Status: Full time
Schedule: Monday - Friday
Additional Requirements: On Call Dependency - Once every 4 weeks
Number of positions: 1
Start Date: ASAP
Internal Application Deadline: May 9, 2025

LifeLabs operates under a Hybrid workforce model. Further details will be provided during the interview stage.

This vacancy is for an existing position.

Purpose of the Role:

The IT Service Management Analyst provides operational support of information technology service management processes for IT in LifeLabs LP offices in Canada. This includes ensuring attention to high impact problems and uncovering incident trends that should be managed as problems including directing lifecycle management of those records until concluded. This role manages the operation of other service management processes such as knowledge management, major incidents, and risk management.

Your responsibilities will include:

Problem Management

• Understand and contribute to the design and Continual Service Improvement (CSI) of the Problem Management Process
• Uncover incident trends that should be managed as Problems, and driving quality compliance
• Work with domain leads and service owners to assess, prioritize, and work Problems to reduce or eliminate impact/productivity challenges
• Engage in technical discussions regarding root cause, workarounds, and solutions
• Familiarity with root cause analysis techniques like 5 Whys, Kepner Tregoe, etc.
• Assign problem tasks to appropriate fulfillment teams and drive towards closure
• Ensure changes related to Problems are managed through Change and Release Management
• Contribute to Knowledge Management in support of the Service Desk supporting end users and for end user self-help automation
• Report to management on trends and key process indicators regarding Problem Management

Major Incident Management

• Understand and contribute to the design and CSI of the national Major Incident Management (MIM) process
• Establish and participate in a regular rotation of responsibility for Major Incident Management
• Train then deputize Major Incident Managers to adhere to MIM procedures & processes, including communication and chairing MIM SWAT/stand up troubleshooting bridges
• Lead/drive SWAT type conference calls in the effort to restore services as efficiently as possible by gathering a proper team for handling each Major Incident
• Communicate timely to IT and End Users (customers), regarding the Major Incident until service is restored
• Ensure proper post-resolution follow-up to determine root cause and mitigate recurrence of the Major Incident via Problem Management
• Report to management on key process indicators
• Maturity, and CSI efforts pertaining to process ownership
• Host knowledge workshops for IT general awareness, coaching, and training

Incident Management

• Understand and contribute to the design and CSI of the national Incident Management process
• Work with service desk manager to ensure service desk is following incident management process, especially concerning the handling of incidents tied to managed problems and or generation of quality records for the purpose of express triage and trending

What you will bring to the role:

• Bachelors in Computer Science or Equivalent Experience in Major Incident and Problem Management areas
• 4+ years in ITSM, Problem Management, Service Operations or related roles (Service Desk, NOC, End User Computing, Infrastructure Operations, etc.)
• 10+ years Information Technology
• Must be able to accurately assess technology risks, issues, and solutions
• Certified in ITIL4 foundation. Additional ITIL or ITSM certification not required but helpful
• Hand On experience with ITSM tools like ServiceNow
• Passion for data analysis along with hands on experience with key performance indicators, reporting and communication
• Leading and coordination of various technical SMEs with minimal supervision, driving and delivering high-quality service

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LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected].

Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!

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