IT Service Management Analyst - Mississauga, Canada - Bayshore HealthCare

Bayshore HealthCare

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company.

Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006.

In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list.

The Analyst role performs operational and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management and Change Management for Information Technology departments.

This role supports and performs major incident management, process improvement activities, report generation, process development and improvements, process data analysis and communication.

The IT Service Management Analyst reports directly to the Manager, IT Service Management.

Duties and Responsibilities

Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy
Define and maintain common Service Management reporting formats and data sources
Work with IT 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
Work with process participants to manage completion of process activities and/or management of process metrics
Accountable for the change management process, reviews RFCs, member and organizer of CAB & CR approver
Manages major incidents, priority 1 and 2. Organize major incident bridge, coordinate support staff and management required, updates the incident, creates, and distributes communications. May require 24x7coverage, depending on the nature and severity of the incident.
Support process improvement activities and assists with implementation of process changes
Contribute, create, and organize Knowledge Base Articles and communication
Facilitate process creation and review meetings, along with managing meeting actions
Manage completion of process activities and/or management of process metrics
Report progress and status of projects with mínimal direct supervision
Perform light project management duties
Identify and implement opportunities to improve and automate ITSM Reports
Work with ServiceNow support to identify prospects of improving ServiceNow tool
Participate in ongoing internal and/or external continuing education activities
Adhere to Bayshore Policies and Procedures.
Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
Complete other tasks as requested

Work Location :
Mississauga, Bayshore Healthcare, National Office.

Hybrid work:
With a requirement to work onsite at least 2 days per week and 3 days remote.

Job Qualification

Education & Experience

ITIL Foundations certification is required
Minimum of 5 years experience working on IT Service Management initiatives (processes, concepts, and tools)

Other Skills and Abilities

Proficiency in report generation, data collection and analysis
Knowledge of IT best practices and process tools
Proven business process analysis, strong interpersonal skills, and team orientation
Strong analytical and problemsolving skills with attention to detail and accuracy along with the ability to work independently, under pressure
High attention to detail, organized, and thorough
Effective planning and organizational skills
Excellent verbal communication skills: ability to explain complex, highly technical information to nontechnical colleagues using clear simple language
Excellent written communication skills
Ability to effectively influence management yielding required results and building strong relationships

LI-Hybrid