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About the Role
The Information Technology Service Management (ITSM) Analyst will support the governance, execution, maturity, and continuous improvement of IT Service Management practices. This role is crucial for ensuring technology changes and releases are effectively managed with minimal disruption to business services.
Responsibilities
- Manage and continuously improve the enterprise Change Management process in alignment with ITIL best practices.
- Facilitate Change Advisory Board (CAB) meetings, ensuring appropriate risk assessments, approvals, testing, communications, implementation plans, and rollback strategies are in place.
- Identify change conflicts, dependencies, blackout periods, and potential business impacts to reduce operational risk.
- Coordinate Post-Implementation Reviews for failed, high-risk, emergency, and significant changes, driving lessons learned and continuous improvement.
- Coordinate the end-to-end Release Management lifecycle across applications, infrastructure, platforms, and third-party vendor environments.
- Maintain the Enterprise Release Calendar, managing release schedules, dependencies, business events, and operational conflicts.
- Facilitate release planning, release readiness assessments, and Go/No-Go meetings for business-critical deployments.
- Own the accuracy, integrity, and governance of CMDB data, ensuring Configuration Items and service relationships support effective dependency and impact analysis.
- Support continuous improvement initiatives across Incident, Problem, Request, Knowledge, Configuration, Change, Release, and Service Level Management processes.
- Contribute to ITSM reporting, procedures, standards, and governance documentation.
Requirements
- Post-secondary education in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in ITSM, IT Operations, Service Delivery, or a related technology environment.
- Strong hands-on experience managing Change Management processes within a complex enterprise environment.
- Experience coordinating Release Management activities, including release planning, readiness reviews, deployment coordination, risk management, and post-release reviews.
- Experience supporting Incident and Major Incident Management processes and coordinating technical teams during service disruptions.
- Hands-on experience with ServiceNow ITSM or a comparable enterprise ITSM platform.
- Demonstrated experience implementing ITSM process improvements, automation initiatives, dashboards, KPIs, and management reporting.
- Strong understanding of Incident, Problem, Change, Release, Request, Knowledge, Configuration, and Service Level Management practices.
Skills
- ITIL 4 Foundation certification
- Agile
- DevOps
- CI/CD delivery models
- Regulated industry environments
Location
- Remote
Work Type
- Full-time
Experience Level
- 3-5 years
Education Level
- Post-secondary education in Computer Science, Information Technology, or a related field
Salary/Compensations
- $84,100.00-$98,900.00
Benefits
- Opportunities to learn and master skills
- Comprehensive & Holistic Care (Total Rewards program)
- Flexible work arrangements
- Comprehensive benefits
- Wellness incentives
- Defined benefit pension plan
- Lively environment where creativity and open communication thrive
About the Company
- CAAT is one of the fastest-growing pensions in the country, challenging the status quo and making a real impact on hundreds of employers.
- Driven by core values and a shared purpose, CAAT is a fierce champion for better retirement security with a can-do culture.
- CAAT believes innovation, passion, and purpose are ingredients for a great work environment.
- CAAT is committed to attracting and keeping great talent.
- CAAT is consistently recognized as one of ‘Canada’s Most Admired Corporate Cultures’, one of ‘Greater Toronto’s Top Employers’, and one of the ‘Best Places to Work’.
Equal Opportunity
- DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture.
- CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.
- Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.
- Should any applicant require accommodation through the application processes, please contact us at hr@caatpension.ca or call Human Resources at 416-673-9000 for assistance.