ITSM Process Analyst

ITSM Process Analyst

ProViso Consulting


• The Process Anyalyst role performs operational 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, communication, and facilitation of process activities.

Key work outputs and accountabilities

• Creates and maintains ITSM process reporting, optimizes the management of data sources and data accuracy
• Compiles, sorts and verifies data attributes on a period basic to ensure high data quality
• Works with internal and external teams to troubleshoot and resolve data accuracy issues
• Maintains configuration item standards library and coordinates on Asset audit related requests
• Validates configuraton item life cycle status against change and service requests
• Posseses working knowledge of IT Asset and Configuration management within ServiceNow tool
• Automates reporting from data sources where possible
• Defines and maintains common Service Management reporting formats, data sources, and definitions
• Works with ESDIT leadership team to define and report on key Service Management process metrics and supporting analysis
• Proactively analyzes 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 adherence
• Coordinates with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures
• Works with process participants to manage completion of process activities and/or management of process metrics
• Supports process improvement activities and assists with implementation of process changes
• Contributes, creates and organizes key process documentation and communication
• Facilitates process forums, regular meetings and manages meeting actions

Management accountability

• Manages completion of process activities and/or management of process metrics
• Coordinates activities with Managed Services Providers as required
• Manages Service Management reporting formats, data sources, and definitions
• Reports progress and status of projects with minimal direct supervision
• Engages all relevant stakeholders and secures the requisite reviews and sign-offs as necessary
• Performs light project management duties


• Bachelor’s degree in computer science with a focus on analystics
• ITIL certified to a minimum of foundation level.


• Superior analytical and problem-solving abilities
• Knowledge and understanding of ITIL driven processes
• Demonstrated understanding of IT Service Management practices and supporting technology; ServiceNow experience is an asset
• Self-starter, with strong quantitative, analytical, and problem solving skills leading to sound judgments/decisions and innovative process improvement recommendations
• Detail-oriented, 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 strong relationships


• 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 analytics
• 3 years experience developing data intensive reports in Excel
• Experience with Service Now is an asset
• Experience defining, implementing and reporting on relevant IT Metrics & KPI’s
• Advanced Excel reporting, programming and data management skills including links to external data sources
• Practical experience with workflow and process design
• Project management experience (Preferred)

Job Details



9 months

North York


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