Service Management Analyst

Meridian Credit Union is Ontario’s largest credit union, focused on creating opportunities for its members and communities. The Service Management Analyst role is integral to enhancing and maintaining the Service Management Program, supporting IT services delivery through process improvement and collaboration.ResponsibilitiesAct as Change Manager within the Change Management process, which includes the solicitation of approvals, Change closure, PIRs and associated documentation has been updatedAssist with the governance of the Incident, Problem Management, Request Fulfillment processes and Availability trackingWhere appropriate, utilize AI functionality to create efficiencies within processes and workflow functionalityContribute to the design and documentation of workflow improvements associated within the Service Management ProgramAs a technical SME, assist with prioritization sessions with regards to enhancement requests for the IT and Business Program processesAssist with gathering business requirements for improvements to Enterprise Service Management tool, and interface with third parties in the development, configuration, integration and implementation of these improvements as per approved prioritiesProvide process support on day-to-day issues or questions related to the Service Management ProgramParticipate in prioritization sessions regarding enhancement requests to the Service Management ProgramPerform administration activities and configurations updates within ServiceNow, including coding and development of new system capabilities and workflowsRecommend and provide input into automated tasks that improve efficiency within teamsRecommend ITIL process improvementsEducate, create and execute regular and ad hoc reports for all departments who utilize service statisticsProvide ad hoc reporting for departments who utilize service statisticsProvide secondary support for the Service Management processesAssist with / Lead the Availability Management tracking and reporting activitiesAssist with Service Management team and process owners to improve and maintain their processes, from a technical perspectiveDesign and document workflow improvements associated with Service Management processesRecommend and provide input into automated tasks that improve efficiency within teams utilizing Enterprise Service Management toolRecommend ITIL and CobIT process improvementsCommunicate to IT and Business the upcoming changes and impact to related service(s)Compile regular monthly Management reporting metrics for the IT Service Management ProgramDocument pain points and quick wins that will be used in enhancements and training sessions for various Service Management processes and functionsLead training sessions and materials for various Service Management processes and functionsLiaise with outside suppliers and support vendors for subject matter expertise and future directionCollaborate with multiple teamsOccasionally also required to assist with small to medium, cross-functional projects, including Big Rock InitiativesSkillsHighly service oriented and customer focused – able to maintain good working relationships with customers and peer partnersFocused on process alignment with attention-to-detail skillsStrong analytical and problem-solving abilitiesStrong documentation skillsProficient with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)Organized with ability to quickly prioritize and handle critical or competing priorities in a calm and effective mannerKnowledge of ITIL framework and good understanding of IT Service Management Program (Asset/Configuration/Incident/Problem/Change Management, Service Catalog, etc.)Strong Solid Microsoft Windows, Microsoft Office, Microsoft Exchange, Microsoft SQL, ITSM and network skillsITIL v.33 and CobIT v5.0 certification is preferredExperience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an assetBenefitsInclusive and collaborative working environmentTools and technology needed to delight your candidates and clientsWork with and learn from diverse industry leaders and colleaguesHybrid work arrangements with in-person office timeCompany OverviewMeridian Credit Union is a financial services company. It is the largest credit union in Ontario. It was founded in 2005, and is headquartered in Toronto, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.meridiancu.ca/personal.



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