Analyst - Service Management

at  Peel Regional Police

Are you an ambitious and highly motivated Analyst with experience in rolling out new process or managing process improvement? Are you looking to make the next step in your career? If so, apply below and join Peel Regional Police – one of Canada’s most progressive police services!
As an Analyst-Service Management within our ITS Client Technology Services Department, you will be responsible for managing the rollout of new processes or improvements on existing processes, tools and systems and providing necessary training to the operations team. They work closely with IT stakeholders to collectively provide support, advice, and recommendations and act as a subject matter expert (SME) for the ServiceNow platform. They are also responsible to oversee ITS incident change and problem activities, while analyzing the data for trends and continues improvement through process evaluation utilization ITIL ITSM Service Operations frameworks and best practices.
What will your typical day look like?
Manages IT service management operations, particularly incident, change, configuration and problem management processes; ensuring that all teams follow the incident and problem management processes.
Serves as primary contact point in major incident management, including tracking and managing major incidents/outages through the complete incident life cycle, and identifies solutions preventing re-occurrence of incidents by facilitating discussions with various technology teams to identify root causes and contributing factors.
Manages the communication process during major incidents.
Chairs IT production Change Management activities in ServiceNow platform using CAB Workbench.
Analyzes areas of improvements through automation and recommends improvements to processes, reporting, communication, training, systems and tools; manages the rollout of these new processes or improvements and provides necessary training to the operation team. Manages ServiceNow enhancements to support service management processes.
Assists in gathering core configuration requirements; translates these into design models, capturing requirements into stories and solutions/manages the overall implementation process in cooperation with developers. Work closely with ServiceNow Administrator and developers on requirements and testing.
Adheres to audit requirements for ITSM processes and works closely with auditors to ensure audit items are actioned and remediation occurs.
Participates in both problem and incident management executive summaries and reports on behalf of Service Desk
Produces metrics for service performance, reporting on the key measurements required to drive productivity/process improvements as related to incident and problem management.
Monitors the daily operation of the ITSM processes to ensure proper execution and compliance; identifies and addresses any incompliance or cross technology process improvement initiatives.
Collaborates with service owners and teams to ensure that all applicable IT policies and procedures are followed. Provides support and proposal to service owners with a view to continuously improving service quality.
Audits Service Desk CI(s) in ServiceNOW and establish utilization trend for refilling and budget input.
Participates in design, testing and transitioning Service Management and Service Integration solutions within the Now Platform. Designs and executes E2E trainings and UAT.
Performs thorough data analysis, while engaged in migration projects, to provide requirements for developers enabling configuration and customization
Provides ‘Early Life Support’ - delivering Service Management and Service Integration services and handing over support to the future delivery teams; ensuring process adoption and compliance through communication and training.
Works with IT Trainers to communicate and promote the IT service management processes and practices within ITS.
Performs additional duties as required.
Enough about us, lets talk about you!

ABOUT US:

Peel Regional Police, the second largest municipal police service in Ontario, polices the cities of Mississauga and Brampton, with a population of almost 1.5 million residents, and Pearson International Airport, which saw an estimated 35.6 million people pass through in 2022. We are committed to our Vision of ‘A Safer Community Together’. Everything we do is driven by our Mission, Vision and Values and we pride ourselves in being accountable to our community.
Peel Regional Police is acknowledged as one of Canada’s most progressive police services. A proactive approach to problem-solving, a dedication to professional excellence and a reputation for making the community a better place in which to live and work – these are the hallmarks of Peel Regional Police.
The next step is yours!
Qualified persons should apply online at www.peelpolice.ca, referencing Job ID #304497, by Monday September 16 2024 by 10:59 PM. Shortlisted applicants will be contacted via email. Check your inbox regularly, including junk mail. No agency contact and/or referrals, please.
Applicants in consideration for hire shall be subject to a thorough background investigation that includes, but is not limited to, police checks with local, provincial and out-of-country law enforcement agencies, if required, education credentials, credit and financial inquiries, and personal and work references.
Peel Regional Police is committed to fairness and equity in our recruitment and selection process, and in building and retaining a talented and diverse workforce representative of the community we serve.
As an equal opportunity employer, Peel Regional Police is dedicated to fostering an inclusive and accessible work environment and committed to accommodating the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). We encourage applicants to inform Recruitment and Staff Support of any accessibility needs to ensure they are accommodated throughout the recruitment and selection process

Please refer the Job description for details