IT Service Analyst

at  TransLink

MARKETING STATEMENT

A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region’s world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.
At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.
Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you’ll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!

SUMMARY:

The IT Service Analyst is responsible for designing, developing and analyzing IT service management governance, processes and standards in support of the successful delivery and continuous improvement on IT service to the customers. Designs and develops IT service management processes and drives for continuous improvement. Liaises with customers and Business Technology Services (BTS) staff to define, develop, renew and maintain Service Level Agreements. Establishes reporting mechanisms and techniques, conducts in depth analysis and reporting for IT service management processes. Provides service support expertise to Business Technology Services (BTS) staff and promotes the awareness of IT service management processes. Performs the role of functional lead for service management projects.

EDUCATION

Diploma in Computer science from a recognized institute of technology including courses in business/systems analysis and the use of development tools. Certifications in both ITIL Foundations and process improvement methodologies are required.

EXPERIENCE

Requires three and a half (3.5) years recent experience in information technology in a large enterprise environment including two (2) years in a IT service management environment designing, transitioning, operating and improving services. A further period of up to six (6) months in the position is required to become familiar with assigned TransLink enterprise information systems, policies, procedures, environment and its user requirements.

DUTIES AND RESPONSIBILITIES:

Designs and develops IT service management processes and drives for continuous improvement by:
Collaborating with various BTS departments in defining and designing the overall delivery of BTS Services;
Researching for best practises, identifying service gaps, analyzing the process applying process improvement methodolgies and determining the best solution;
Recommending service modifications, enhancements and presenting proposals for BTS leadership
approval;
Facilitating working group session with BTS managers in process finalization; developing process documentation, including deliverable timelines, required reporting; documenting detailed process specifications to ensure operational standards and support BTS managers in process adherence;
Creating, delivering and maintaining related training materials, providing training to all levels of BTS staff;
Preparing and delivering presentations to all levels of the organization regarding IT service management.
Liaises with customers and BTS staff to define, develop, renew and maintain Service Level Agreements by:
Maintaining currency in supporting methodology and standards related to IT processes, infrastructure, and architecture and planned projects;
Liaising with customers to develop and renew Service Level Agreements through established protocols;
Coordinating, facilitating and providing inputs to the Service Level Agreement for the service provided by external vendors and ensuring the alignment with overall IT service delivery commitment;
Liaising with customer and BTS staff to ensure customers business requirements are met for successful delivery, understanding and communicating possible costs associated to service delivery;
Responding and tracking Service Level Agreement customer escalations, collaborating with BTS staff to identify cause, critical quality issues and resolution;
Conducting analysis and developing customer Service Level Reporting as required;
Developing Operational Level Agreements for IT teams as required.
Establishes reporting mechanisms and techniques, conducts in depth analysis and reporting for IT service management processes by:
Designing and developing various reporting/dashboards for IT service management to support BTS Managers to monitor and achieve operational service delivery commitments, including Key Performance Indicators (KPI’s);
Conducting analysis and providing recommendations for continuous improvement opportunities with respects to delivery of services;
Developing the roadmap for enhancement and continual improvement of the IT Service Management toolset;
Providing guidance to other IT service support staff regarding the analysis and reporting;
Providing inputs to Vendor contracts to ensure alignment with Service Level Agreements and reporting mechanisms;
Provides service support expertise to BTS staff and promotes the awareness of IT service management processes by:
Supporting the development of the practice and procedures of IT service management;
Maintaining divisional processes, knowledge base and supporting documentation, ensuring is updated and published in a timely manner;
Providing guidance, communication and training to BTS staff regarding to the IT service management policies, procedures and processes;
Providing support for IT Service Management related operational issues, service requests by retrieving service tickets from the Service Management tool;
Applying all organizational policies, standards, procedures and practices.
Performs the role of functional lead for service management projects by:
Participating or leading in IT service improvement projects;
Providing service support expertise to the project team members;
Developing the approach, gaining leadership agreement and confirming deliverables with required internal and external resources;
Monitoring project status to ensure business requirements and schedule adherence including benefits realization.
Performs related duties as assigned such being items of a minor nature that do not affect the value of the job.