Intermediate ITSM Analyst - Platform Management

at  BC Financial Services Authority

Posting Title Intermediate ITSM Analyst - Platform Management
Department: Corporate Services & Transformation
Full/Part Time: Full Time
Job Type: Permanent
Location: Vancouver
Work Arrangement: Hybrid
Salary Range: $71,397.00 - $104,693.00
Close Date: May 12, 2024

JOB SUMMARY

BC Financial Services Authority (“BCFSA”) helps to protect British Columbians during the biggest financial decisions in their lives. We regulate B.C. ’s financial services sector, including credit unions, real estate licensees, registered pension plans, insurance and trust companies and mortgage brokers. Through modern, effective and efficient oversight, BCFSA protects consumers by impartially setting and enforcing standards across the entire sector ensuring the prosperity of the province.
BCFSA is an equal opportunity employer and welcomes applications from all groups. This includes Indigenous Peoples, women, visible minorities, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who may contribute to diversity at BCFSA.

We recognize unique styles, perspectives, beliefs, and creativity that support a diverse, respectful, inclusive and collaborative work environment. To achieve this, we are committed to:

• Hiring team members who represent the population we serve;
• Removing barriers that may prevent equitable employment; and
• Supporting respectful work environments where everyone feels included and able to produce excellent results.

BCFSA is proud to be Great Place to Work Certified™. This is based on direct feedback from our Team Members. Our organization has also been selected as one of BC’s Top Employers (2024) in recognition of our competitive compensation, work-life balance, and progressive programs.

SUMMARY

The ITSM Analyst plays a crucial role in supporting and advancing the IT Service Management (ITSM) processes within the organization. This position involves actively contributing to the implementation, analysis, and improvement of ITSM processes and the ITSM Platform, ensuring adherence to Information Technology Infrastructure Library (ITIL) best practices. The Intermediate ITSM Analyst collaborates with cross-functional teams to enhance the overall efficiency and effectiveness of IT services.

ACCOUNTABILITIES

• ITSM Platform Management
• Collaborate with business units to gather and analyze business requirements for the ITSM platform.
• Configure and customize the ITSM solution to align with organizational needs and best practices.
• Participate in the design and implementation of ITSM processes, workflows, and automation.
• Conduct testing and quality assurance to ensure the integrity and reliability of the ITSM platform.
• Provide training and support to end-users on ITSM functionality and best practices.
• Provide training and support to Managers on ITSM Reporting
• Intermediate ITSM Tasks
• Participate in the planning, design, implementation, and maintenance of ITSM processes, with a focus on incident management, problem management, change management, and service request fulfillment.
• Work closely with senior analysts and the leadership team to ensure alignment with organizational objectives and ITIL best practices.
• Analyze data related to ITSM processes, including incident trends, service request volumes, and key performance indicators (KPIs).
• Contribute to the preparation of reports and insights to identify areas for improvement and track performance against established metrics.
• Assist in the development and maintenance of comprehensive documentation for ITSM processes, procedures, and policies.
• Provide training and support to IT staff and end-users on ITSM processes and tools.
• Support the administration and configuration of ITSM tools, ensuring proper functionality and data accuracy.
• Collaborate with the IT team to troubleshoot and resolve issues related to ITSM tools.
• Collaborate with IT support teams, end-users, and other stakeholders to understand service requirements and address concerns.
• Contribute ideas and suggestions for the continuous improvement of ITSM processes and the overall enhancement of service delivery.
• Participate in improvement initiatives and assist in implementing changes to optimize processes.
• Assist in the management of incidents and problems, including investigation, resolution, and documentation.
• Contribute to the identification and implementation of preventive measures to address recurring issues.
• Lead the development of asset management and technology lifecycle procedures.
• Assign and manage software and hardware licenses and devices.
• Manage 3rd party vendors during project planning, implementation, and post implementation support.
• Lead and support technical projects related to IT applications and systems, ensuring they are delivered on time and within budget.
• Contribute to, participate in, and support organizational business transformation initiatives.

JOB REQUIREMENTS

• Solid understanding of ITSM processes and familiarity with ITIL principles.
• Experience with ITSM tools and systems.
• Knowledge of Microsoft Office and Azure.
• Ability to troubleshoot networks, hardware, software, and printing and replacing hardware.
• Ability to install software, patches, and updates on desktops, laptops, and servers.
• Strong written and verbal communications skills.
• Ability to communicate technical information to non-technical users.
• Ability to work collaboratively in a team environment.
• Familiarity with BC’s privacy legislation.

EDUCATION

• Degree in Computer Science with considerable customer service experience or, an equivalent combination of education and experience.

Please refer the Job description for details