Step Into a Role That Powers Smarter IT Service DeliveryAre you a problem-solver with a passion for process improvement? Step into the role of ITSM Process Analyst and help shape how IT services are delivered in a complex, high-demand environment. You'll work closely with clients and service providers to optimize IT service management processes, deliver real results through data-driven insights, and support continuous improvement in technology operations that keep critical systems running smoothly.
About the job
In this role, you will:
• consult with clients and service providers to define/document/advise on processes and procedures;
• develop and produce metrics and reports related to process performance and compliance;
• implement improvements to IT service delivery for specific projects, operations and services;
• provide recommendations for continuous improvement;
• participate in meetings, teams and research to investigate the implementation of additional ITSM processes.
What you bring to the team
Technical knowledge
you have:
• solid understanding of technology operations, network principles, and IT service management practices
• hands-on experience with business process redesign and a range of technologies, including hardware, operating systems, databases, and network infrastructure
• knowledge of IT service coordination and documentation aligned with enterprise service standards
• experience supporting and maintaining IT service processes to meet service level expectations
you can:
• design, develop, and implement knowledge system WIKIs and databases. e.g. MS SharePoint or Azure DevOps
• design, develop, and implement Analytic Dashboards:
o Using DAX (Data Analysis Expressions to create calculated columns, measures, and perform complex calculations within your reports.
o Use Power Query to connect to data sources, clean, transform, and model data before visualizing it.
o Explore and utilize custom visuals from the Power BI marketplace or develop your own.
Analytical thinking
you have:
• strong research and analysis skills to assess business needs, improve processes, and support healthcare program delivery
• ability to identify root causes and recommend practical, long-term solutions
• experience analyzing data, generating reports, and providing insights to support decision-making
Communication skills
you are:
• a clear communicator who can explain technical concepts, outline pros and cons of options, and provide actionable recommendations
• capable of translating complex systems and processes into information clients can understand and use
Time management
you are:
• highly organized and able to manage competing priorities in fast-paced environments
• dependable in meeting deadlines and providing timely technical support
Don't meet every qualification?
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
How we support diversity, inclusion and accessibility
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario's
Human Rights Code and the
Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer
accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please
contact us.Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:
What we offer
The Ontario Public Service is one of Ontario's largest employers. Employees work for a wide range of ministries, with offices in more than 70 cities across the province. We offer:
• a career that can grow across ministries and job functions
• flexible learning and developmental opportunities, including education and mentorship programs
• a comprehensive compensation and benefits package
• base salary that aligns to market trends with performance-based pay and scheduled salary progression
• tailored work arrangements, including opportunities like flex hours, self-funded leave and more
• a modern, friendly and accessible physical work environment