Senior ITSM Analyst to support IT Incident Management Processes for client the Investment Management Industry

Hours: 37.5/Week

Location: Toronto, ON

Work Model: 3-4 days onsite

Contract: 14 Month Contract + possibility of extension

• Resolve complex IT incidents to minimize business impact.
• Lead and improve core ITSM processes (Incident, Problem, Change, Request).
• Analyze service performance data to drive continuous improvement.
• Collaborate with IT, business units, and vendors to resolve issues.
• Enhance and maintain ServiceNow workspaces to support reporting and workflow.
• Mentor junior IT analysts to strengthen team capabilities.
• Support business continuity and disaster recovery planning.

• 4+ years of ITSM experience in a mid-to-large enterprise environment.
• Strong understanding of ITIL practices.
• Hands-on experience with ServiceNow or JIRA Service Management.
• Solid knowledge of incident, problem, and change management.
• Degree in Information Technology, Computer Science, or related field.
• Strong communication and stakeholder management skills.

• Experience with cloud platforms like AWS, Azure, or GCP.
• Background in database administration (Oracle, SQL Server).
• Understanding of advanced networking and cybersecurity principles.
• Experience leading root cause analysis sessions.
• Prior exposure to disaster recovery planning or business continuity exercises.