Senior IT Analyst, Service Management Platforms, Cloud & Digital Workplace

Job summary

The Senior IT Analyst will support the resolution of complex IT incidents and optimize service management processes like incident, problem, and change management. They will also collaborate with stakeholders to analyze performance metrics and drive continuous improvement initiatives across IT platforms.

Job details

Purpose. Performance. People. Joining CPP Investments means joining one of the world’s most admired and respected institutional investors to drive a single mandate: to deliver strong, sustainable returns for generations of Canadians. With a long-term horizon and global reach, we deploy capital at scale across public and private markets. Our size, stability, and disciplined investment philosophy allow us to pursue complex opportunities and build enduring partnerships worldwide. For our people, this means meaningful work with tangible impact, real opportunity, and collaboration with exceptional colleagues who value partnership and performance. Here, you’ll contribute to outcomes that matter alongside team members committed to excellence and shared success. The Role As a Senior IT Analyst, Service Management Platforms, Cloud & Digital Workplace, you will help strengthen IT service management practices and enhance service delivery across CPP Investments. You will support the resolution of complex IT incidents, optimize incident, problem, change and request management processes, and drive continuous improvement initiatives. Working collaboratively with technology teams, business stakeholders and vendors, you will leverage operational insights and ITSM platforms to improve service performance, enable effective business outcomes and mentor junior colleagues. The Team Accountabilities Support the resolution of complex IT incidents, applying technical expertise and analytical thinking to minimize business impact and restore services effectively. Maintain and enhance IT service management processes, including incident, problem, change and request management, to support operational effectiveness and service level expectations. Collaborate with business stakeholders, infrastructure teams and vendors to resolve issues, support technology initiatives and improve service delivery. Analyze operational performance metrics, identify trends and recommend proactive improvements to service quality and reliability. Promote ITSM process adoption through stakeholder engagement, knowledge sharing, training and user enablement. Contribute to the development and optimization of ServiceNow workspaces, ensuring alignment with business requirements and effective reporting capabilities. Participate in business continuity and disaster recovery planning and annual exercises, while mentoring junior IT analysts to strengthen team capability and service delivery consistency. What You Bring Undergraduate degree in Information Technology, Computer Science or a related field. 4+ years of relevant experience in IT service management or related technology functions. Strong knowledge of ITIL practices and experience with IT service management platforms such as ServiceNow or Jira Service Management. Proficiency in cloud computing services, including AWS, Azure or Google Cloud Platform, and experience managing complex cloud infrastructure projects. Advanced knowledge of database administration, data modelling and performance tuning, particularly with Oracle and SQL Server. Strong understanding of network architecture, security, troubleshooting and advanced networking concepts. In-depth knowledge of cybersecurity principles, risk management and security control implementation, with the ability to collaborate effectively across technical and business teams. You are motivated to contribute to something larger than yourself, approach complex challenges with rigor, and hold yourself to high standards in a collaborative, performance-driven environment. We provide colleagues with cutting-edge AI tools, dedicated learning time, and practical support to help them deliver with greater impact. Inclusion & Accessibility CPP Investments is committed to equitable access to employment and building a workforce that reflects diverse talent and perspectives. If you require accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs. Attention: Protect Yourself from Fraud CPP Investments is committed to a secure and transparent recruitment process. We will never ask candidates for payment or financial information at any stage of hiring. All legitimate opportunities are posted on our careers page, and communications will come from our applicant tracking system, Workday. CPP Investments may use AI tools to help screen and assess applicants by analyzing resumes and applications for relevant skills and experience. These tools support, but do not replace, human decision-making. #LI-ONSITE

What you’ll do

The Senior IT Analyst will support the resolution of complex IT incidents and optimize service management processes like incident, problem, and change management. They will also collaborate with stakeholders to analyze performance metrics and drive continuous improvement initiatives across IT platforms.

Requirements

Candidates must have an undergraduate degree in Information Technology or Computer Science and at least 4 years of relevant experience in IT service management. Proficiency in ITIL practices, cloud platforms, and database administration is required for this role.

Listed skills

• Amazon Web Services · Preferred
• Microsoft Azure · Preferred
• Oracle · Preferred
• Risk Management · Preferred
• Incident Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management
• ITIL
• ServiceNow
• Jira Service Management
• Cloud Computing
• AWS
• Azure
• Google Cloud Platform
• Database Administration
• SQL Server
• Oracle
• Network Architecture
• Cybersecurity
• Risk Management
• Incident Management
• Problem Management
• Operational Performance Management
• Analytical Thinking
• Google Cloud Platform (GCP)
• Edge Intelligence
• Planning
• Amazon Web Services
• Applicant Tracking Systems
• JIRA
• Microsoft Azure
• Business Continuity And Disaster Recovery
• Business Continuity Planning
• Management
• Business Requirements
• Investments
• Decision Making
• Cloud Infrastructure
• Communication
• Computer Science
• Information Technology
• Continuous Improvement Process
• Security Controls
• Cyber Security
• Data Modeling
• Visual Workplaces
• ITIL 4
• Institutional Investing
• Mentorship
• Performance Tuning
• Service Delivery Improvement
• Service Level
• Service Management
• SQL (Programming Language)
• Stakeholder Engagement
• Troubleshooting (Problem Solving)

Job areas

• Technology
• Software
• Data & Analytics
• Management & Leadership
• Workplace Analyst
• Technical Consultant / Analyst
• Systems Analysts
• Computer Systems Analysts

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