Analyst - IT Service Management
About the role
Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
**Role:**ITSM Analyst
**Department:**IT Operations
**Status:**Full-time, Permanent
**Location:**Markham
**Reports to:**Senior Manager, IT Service Management
Compensation:$59,564 - $95,302
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Summary: The ITSM Analyst plays a pivotal role in advancing the efficiency, reliability, and maturity of IT Service Management across the organization. This role is responsible for governing and optimizing ITSM processes, supporting and enhancing the ITSM platform, and ensuring alignment with ITIL best practices, enterprise standards, and business outcomes.
In addition to strong ITIL process knowledge, the ITSM Analyst is expected to actively support the ITSM tool, including configuration changes where appropriate, to enable automation, reporting, and continual service improvement.
Responsibilities:
- Champion continual service improvement (CSI) initiatives across service management practices.
- Serve as the process controller for ITSM processes (e.g., Incident, Problem, Change, Request, Knowledge).
- Contribute to projects to identify and execute improvements in processes and tools
- Monitors the daily operation of the ITSM processes to ensure good execution and compliance, identify and address any incompliance or cross technology process improvement initiatives.
- Monitor and analyze service performance metrics (SLAs, KPIs, OLAs) to identify trends and areas for improvement.
- Lead root cause analysis for recurring incidents and problems and drive corrective actions.
- Support major incident management by facilitating communications, documentation, and post-incident reviews.
- Translate operational insights into measurable service improvements.
- Serve as a key contributor and support resource for the ITSM platform, working closely with the tool SME or platform owner.
- Perform configuration changes within the ITSM tool where appropriate, including: Workflow and form configuration, Business rules and UI policies, Catalog items and request workflows, Reports and dashboards
- Support automation and standardization of ITSM processes through tool capabilities.
- Develop and maintain dashboards and reports for IT leadership to monitor key performance indicators (KPIs) and service level agreements (SLA), highlighting service health, trends, and improvement opportunities.
- Collaborate with IT and business teams to ensure tool enhancements align with defined ITSM practices.
- Act as a liaison between ITSM, service owners, and business stakeholders to ensure alignment and transparency.
- Provide guidance, training, and support to the IT community to promote consistent adoption of ITSM processes and tools.
- Maintain process documentation & knowledge articles that support IT service management practices.
- Participate in ITSM governance forums and contribute to the overall ITSM maturity roadmap.
- Lead and support change initiatives related to ITSM process and tool adoption, including communication, training, and stakeholder engagement.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field.
- Strong understanding of ITIL Framework and core ITSM processes.
- Hands-on experience with enterprise ITSM platforms, including reporting and configuration exposure.
- Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately.
- Proven ability to navigate the technology environment and work effectively with multiple groups.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical, documentation, and communication skills.
- Excellent interpersonal and team player skills, able to mediate conflicts, recognize options, propose and implement solutions.
- 5+ years of experience in ITSM roles, with demonstrated expertise in at least two core ITIL processes.
- ITIL certified to a minimum of Foundation level
- Experience with CMDB, asset management, and service catalog design
- Understanding of ITSM data structures and ability to extract and transform data for reports
- Strong capability using advanced Excel functionality
- Ability to support and configure ITSM tool beyond out-of-the-box functionality.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
About Enercare Inc.
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. In our values and our ambitions, we embrace change, and support our team members along the way.
Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future.
Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.
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Analyst - IT Service Management
About the role
Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
**Role:**ITSM Analyst
**Department:**IT Operations
**Status:**Full-time, Permanent
**Location:**Markham
**Reports to:**Senior Manager, IT Service Management
Compensation:$59,564 - $95,302
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Summary: The ITSM Analyst plays a pivotal role in advancing the efficiency, reliability, and maturity of IT Service Management across the organization. This role is responsible for governing and optimizing ITSM processes, supporting and enhancing the ITSM platform, and ensuring alignment with ITIL best practices, enterprise standards, and business outcomes.
In addition to strong ITIL process knowledge, the ITSM Analyst is expected to actively support the ITSM tool, including configuration changes where appropriate, to enable automation, reporting, and continual service improvement.
Responsibilities:
- Champion continual service improvement (CSI) initiatives across service management practices.
- Serve as the process controller for ITSM processes (e.g., Incident, Problem, Change, Request, Knowledge).
- Contribute to projects to identify and execute improvements in processes and tools
- Monitors the daily operation of the ITSM processes to ensure good execution and compliance, identify and address any incompliance or cross technology process improvement initiatives.
- Monitor and analyze service performance metrics (SLAs, KPIs, OLAs) to identify trends and areas for improvement.
- Lead root cause analysis for recurring incidents and problems and drive corrective actions.
- Support major incident management by facilitating communications, documentation, and post-incident reviews.
- Translate operational insights into measurable service improvements.
- Serve as a key contributor and support resource for the ITSM platform, working closely with the tool SME or platform owner.
- Perform configuration changes within the ITSM tool where appropriate, including: Workflow and form configuration, Business rules and UI policies, Catalog items and request workflows, Reports and dashboards
- Support automation and standardization of ITSM processes through tool capabilities.
- Develop and maintain dashboards and reports for IT leadership to monitor key performance indicators (KPIs) and service level agreements (SLA), highlighting service health, trends, and improvement opportunities.
- Collaborate with IT and business teams to ensure tool enhancements align with defined ITSM practices.
- Act as a liaison between ITSM, service owners, and business stakeholders to ensure alignment and transparency.
- Provide guidance, training, and support to the IT community to promote consistent adoption of ITSM processes and tools.
- Maintain process documentation & knowledge articles that support IT service management practices.
- Participate in ITSM governance forums and contribute to the overall ITSM maturity roadmap.
- Lead and support change initiatives related to ITSM process and tool adoption, including communication, training, and stakeholder engagement.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field.
- Strong understanding of ITIL Framework and core ITSM processes.
- Hands-on experience with enterprise ITSM platforms, including reporting and configuration exposure.
- Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately.
- Proven ability to navigate the technology environment and work effectively with multiple groups.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical, documentation, and communication skills.
- Excellent interpersonal and team player skills, able to mediate conflicts, recognize options, propose and implement solutions.
- 5+ years of experience in ITSM roles, with demonstrated expertise in at least two core ITIL processes.
- ITIL certified to a minimum of Foundation level
- Experience with CMDB, asset management, and service catalog design
- Understanding of ITSM data structures and ability to extract and transform data for reports
- Strong capability using advanced Excel functionality
- Ability to support and configure ITSM tool beyond out-of-the-box functionality.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
About Enercare Inc.
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. In our values and our ambitions, we embrace change, and support our team members along the way.
Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future.
Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.