ITSM Change Management Analyst

Job summary

Coordinate and oversee the daily ITSM change management process, including reviewing change requests, assessing risk and impact, chairing change meetings, and supporting stakeholders. Maintain and improve ITSM policies and procedures, report process metrics, facilitate training and post-implementation reviews, and coordinate with incident, problem, and configuration teams.

Job details

TekStaff's Client has a current vacancy for a ITSM Change Management Analyst This is a 12 month contract located in Toronto, and Mississauga/Scarborough, Ontario, Hybrid (2-4 times a week). SUMMARY OF THE ROLE: Duties include, but are not limited to: • Coordination and execution of the Change Management process on a daily basis, providing both process and client support. • Serve as a subject matter expert on IT Service Management Change Management process and tool. • Chair / manage various Technology Change Management related meetings • Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes • Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders . • Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams. • Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL • Facilitation of collision mitigation and conflict. • Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success. • Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration) MUST-HAVE Hard Skills: 1.) IT Technical Support experience 2.) Service Now 3.) MS office 4) ITIl V 5) Experience reviewing technical documentation 6) Asset management experience 7) Enterprise Operations environment experience 8) Knowledge of IT change management and ITIL methods and procedures TekStaff may use artificial intelligence (AI) tools as part of the applicant screening process. However, applications will also be reviewed by a member of our Recruitment team to ensure a fair and thorough assessment.

What you’ll do

Coordinate and oversee the daily ITSM change management process, including reviewing change requests, assessing risk and impact, chairing change meetings, and supporting stakeholders. Maintain and improve ITSM policies and procedures, report process metrics, facilitate training and post-implementation reviews, and coordinate with incident, problem, and configuration teams.

Requirements

The posting requires IT technical support experience, ServiceNow, Microsoft Office, ITIL V knowledge, experience reviewing technical documentation, asset management experience, and experience in an enterprise operations environment. Candidates should also know IT change management and ITIL methods and procedures.

Listed skills

• Asset Management · Preferred
• Microsoft Office · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Technical Support
• ServiceNow
• Microsoft Office
• ITIL V
• Technical Documentation Review
• Asset Management
• Enterprise Operations
• IT Change Management
• Change Request Review
• Risk and Impact Assessment
• Change Management Process
• Process Improvement
• Performance Metrics
• Conflict Mitigation
• Post-Implementation Review
• Incident, Problem, and Configuration Management

Job areas

• Technology
• Management & Leadership

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