Top Benefits
About the role
SR. ITSM Analyst(Job Number: 25004469)
Primary Location:ON-MississaugaInformation TechnologyEmployee Type:Full-Time
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. 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 functions 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 Sr. Manager, IT Service Management.
Duties and Responsibilities
-
Build and maintain ITSM process reporting, optimize 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 bridges, coordinate support staff and management required, update the incident, and create, and distribute communications. May require 24x7 coverage, depending on the nature and severity of the incident.
-
Support process improvement activities and assist with the 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 minimal 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 the 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 initiative-taking Health & Safety activities while performing all duties. Notified 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.Qualifications:
Education & Experience
-
ITIL Foundations certification required
-
Minimum of 5 years’ experience working on IT Service Management initiatives (processes, concepts, and tools)
-
Experience with IT production environments, including operating systems, applications, networks, servers, and associated hardware and software
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 critical thinking skills with diligence and accuracy along with the ability to work independently, under pressure
- High diligence, 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
- Ability to effectively influence management yielding required results and building strong relationships.
About Bayshore HealthCare
At Bayshore, we believe in creating special moments for our clients each and every day, whether at the bedside, on the phone or in the clinic. These moments touch the lives of our clients and our employees, and they guide the way we run our business. These moments inspire, change and encourage us. They are what we call the Bayshore difference.
Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company.
With over 100 locations across the country, including home care offices, pharmacies and infusion clinics, Bayshore has more than 13,000 staff members and provides care to over 350,000 clients. We are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home. See what some of our clients have to say about their experience with Bayshore. We have been a recipient of Canada’s Best Managed Companies award since 2006.
Chez Bayshore, nous croyons en la création de moments spéciaux pour nos clients, chaque jour, que ce soit à leur chevet, au téléphone ou dans une clinique. Nous cherchons à améliorer la qualité de vie, la dignité et l’autonomie de tous les Canadiens, en fournissant des plans de soins personnalisés et des solutions qui permettent à nos clients de rester dans le confort de leur propre foyer.
Bayshore, une entreprise exclusivement canadienne, est l’un des plus importants fournisseurs de services de santé à domicile et en milieu communautaire au Canada. Avec plus de 100 établissements à travers le pays, y compris des succursales dédiées à la prestation de soins à domicile, des pharmacies et des cliniques de perfusion, Bayshore compte au-delà de 13 000 employés et prodigue des soins à plus de 350 000 clients.
AP-2000672
Top Benefits
About the role
SR. ITSM Analyst(Job Number: 25004469)
Primary Location:ON-MississaugaInformation TechnologyEmployee Type:Full-Time
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. 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 functions 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 Sr. Manager, IT Service Management.
Duties and Responsibilities
-
Build and maintain ITSM process reporting, optimize 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 bridges, coordinate support staff and management required, update the incident, and create, and distribute communications. May require 24x7 coverage, depending on the nature and severity of the incident.
-
Support process improvement activities and assist with the 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 minimal 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 the 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 initiative-taking Health & Safety activities while performing all duties. Notified 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.Qualifications:
Education & Experience
-
ITIL Foundations certification required
-
Minimum of 5 years’ experience working on IT Service Management initiatives (processes, concepts, and tools)
-
Experience with IT production environments, including operating systems, applications, networks, servers, and associated hardware and software
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 critical thinking skills with diligence and accuracy along with the ability to work independently, under pressure
- High diligence, 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
- Ability to effectively influence management yielding required results and building strong relationships.
About Bayshore HealthCare
At Bayshore, we believe in creating special moments for our clients each and every day, whether at the bedside, on the phone or in the clinic. These moments touch the lives of our clients and our employees, and they guide the way we run our business. These moments inspire, change and encourage us. They are what we call the Bayshore difference.
Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company.
With over 100 locations across the country, including home care offices, pharmacies and infusion clinics, Bayshore has more than 13,000 staff members and provides care to over 350,000 clients. We are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home. See what some of our clients have to say about their experience with Bayshore. We have been a recipient of Canada’s Best Managed Companies award since 2006.
Chez Bayshore, nous croyons en la création de moments spéciaux pour nos clients, chaque jour, que ce soit à leur chevet, au téléphone ou dans une clinique. Nous cherchons à améliorer la qualité de vie, la dignité et l’autonomie de tous les Canadiens, en fournissant des plans de soins personnalisés et des solutions qui permettent à nos clients de rester dans le confort de leur propre foyer.
Bayshore, une entreprise exclusivement canadienne, est l’un des plus importants fournisseurs de services de santé à domicile et en milieu communautaire au Canada. Avec plus de 100 établissements à travers le pays, y compris des succursales dédiées à la prestation de soins à domicile, des pharmacies et des cliniques de perfusion, Bayshore compte au-delà de 13 000 employés et prodigue des soins à plus de 350 000 clients.
AP-2000672