About Parkbridge Lifestyle Communities

Parkbridge Lifestyle Communities is Canada's leading developer and owner/operator of 90 residential and resort communities in six provinces from coast to coast. Parkbridge enriches the lives of Canadians by enabling couples to buy their first home sooner, seniors to downsize and enjoy a more carefree retirement, and families to vacation at RV resorts that benefit from activity programs and included amenities. An operating platform of QuadReal Property Group, Parkbridge manages and continually invests in the properties it owns and operates, creating a longstanding relationship with our customers and vibrant communities with quality amenities.

Visit www.parkbridge.com for more information.

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management are $94 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating platforms in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

www.quadreal.com

Role Description

We are looking for a Service Desk Analyst to join our team and elevate our IT service delivery through ITIL best practices and data-driven insights. In this role, you will design and optimize ticket triage workflows, ensure timely resolution within ServiceNow, and lead continuous service improvement (CSI) initiatives using analytics. You will collaborate closely with internal teams and end users to maintain excellence in knowledge management, asset tracking, and customer-focused support.

The ideal candidate is detail-oriented, proactive, and passionate about process optimization. You bring strong analytical skills, a commitment to meeting SLO/SLA targets, and the ability to enhance user experience through efficient, scalable solutions.

Core Responsibilities:

• ITIL Expertise : Leverage ITIL Foundation or Practitioner certification and knowledge of Incident Management, CSI, and process design to support service delivery.

• Leadership in Triage Processes : Lead the design and management of triage processes and teams, including structure, onboarding, process reviews, role/KPI definition, and service improvements.

• Data Analysis for Improvement : Utilize ServiceNow reporting and advanced Excel skills to analyze triage data, identify trends, and drive continuous service improvement (CSI) initiatives for ticket management and workflows.

• Ticket Triage and Management : Perform ticket triage, management, and escalation in ServiceNow, ensuring accurate logging, categorization, prioritization, and timely escalation to meet SLO/SLA targets.

• Level 1 Support : Handle basic L1 support tickets (e.g., password resets, account unlocks, initial troubleshooting), providing first-line resolution or escalation. (Nice to Have)

• Collaboration and User Experience : Foster a customer-centric culture by collaborating with users and teams for timely ticket resolution and leveraging SME knowledge in triage and L1 support to enhance user experience.

• Knowledge Management : Maintain and contribute to knowledge resources, including the knowledge repository, SOPs, and best practices, while staying current with ticket handling protocols and emerging tools.

• Asset Management : Ensure asset and inventory management records are maintained and up to date per QuadReal standards.

• Additional Duties : Perform all other duties as assigned.

Work Conditions

• Ability to work in a fast-paced, high-volume, customer-centric, and continuous improvement environment.

• Provide onsite services a minimum of 5 days/week during business hours, or as required to meet business and Service Delivery requirements.

• May be required to work a modified workday(s) or week(s) to meet business and Service Delivery requirements.

Required Qualifications

• Diploma or degree in Information Technology, Computer Science, or related field.
• 2–4 years in a Service Desk or IT support role within an enterprise environment.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Strong knowledge of ITIL processes (Incident, Request, Problem Management).
• Ability to analyze ticket trends and performance metrics to drive continuous improvement.
• Excellent verbal and written communication skills; ability to interact professionally with users and stakeholders.

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Note to Recruiters: QuadReal and Parkbridge do not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.