IT Service Delivery Analyst

Job title: IT Service Delivery Analyst

Job description: If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Certified as a Great Place to Work®, recognized as Canada’s Most Admired Corporate Cultures, GTA’s Top 100 Employers, one of Canada’s Top 50 Fintech’s, North America’s Most Engaged Workplaces, and placed on the 2022 Report on Business Women Lead Here list, we want the best and brightest to join our team.

We are a publicly-traded company on the TSX with over 4000% shareholder return since 2001. Accredited by the Better Business Bureau, goeasy Ltd is a Canadian company that provides non-prime leasing and lending services through easyhome, easyfinancial and LendCare.

The IT (Information Technology) Service Delivery Analyst will ensure effective second & third level support for all business-critical applications and manage the triage process of resolution groups for both internal and external service providers. The IT Service Delivery Analyst will undertake service delivery tasks and activities relating to IT service management functions such as Major Incident Management, Change Management, Problem Management and Service Request Management.

Key Responsibilities (but not limited to):

• Take ownership of major incidents ensuring the coordination of the resolving parties, providing timely and effective communication to stakeholders and post major incident reviews.
• Issue major incident management notices, work with internal technology teams, external vendors, and cross functional teams to facilitate restoration of services.
• Review and approve internal change requests, take part in and at times host weekly CAB (Change Advisory Board) calls, report on scheduled weekly changes to senior leadership.
• Provide reporting on service breaches and SLAs (Service Level Agreements) (Service Level Agreement) to stakeholders and senior leaders.
• Proactively monitor business critical applications and propose solutions to improve the processes and procedure of IT service delivery.
• Provide RCA (Root Cause Analysis) and Post-Mortem reports for business stakeholders.
• Assist in the day-to-day operations across all ITIL (Information Technology Infrastructure Library) support processes (Incident, Major Incident, Change, Problem, Knowledge).
• Ensure the constant implementation of service improvements plans, providing guidance and content and working with resolution groups and service providers.
• Work with other IT departments to gather service requirements for new or changed services.
• Participate in internal and external service review meetings, e.g., with external service providers.
• Identify, recommend, and participate (where appropriate) in implementing service improvements relating to ITSM (Information Technology Service Management) operations.

On Call Support:

• The IT Service Management team participates in on-call duties on a rotational basis.
• On-Call duties include attending the Major Incident Management bridges during severity incidents, requesting regular updates from the technical teams involved in the severity incident and conveying updates to the business stakeholders. The On-Call person is required to manage & drive the severity Incident until closure by the Major Incident Management Team.

Desired Skills/Experience:

• University degree in engineering, computer science, information technology (or equivalent) preferred.
• 2+ years of experience working in an IT service desk.
• 3-5+ years of experience working in an IT Service Management role.
• Able to lead, make decisions, and problem solve effectively.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to effectively communicate critical issue status both verbally and written to leadership.
• Demonstrate flexibility and agility to quickly move between role types within the team.
• Ability to clearly write business documentation in a clear and concise manner.
• Knowledgeable of incident, service request, problem, and change management.
• Experience with the population of the Configuration Management database (CMDB) ensuring Compliance, Correctness & Completeness is considered an asset.
• Maintain Configuration Items (CI’s) naming conventions, identification standards for object types, environment, processes, etc. is also considered an asset.
• Experience managing and implementing service improvement projects/plans desirable.
• Advanced knowledge of the O365 Microsoft suite of applications.
• Experience using IT Service Management tools such as Freshservice, Service Now, Remedy is a nice to have.
• ITIL V3/V4 Foundation certification preferred.

We offer a flexible work program with the requirement to be onsite 3 days per week.

Internal Applicants: please apply through the link and provide written support from your current manager.

Inclusion and Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

Why should you work for goeasy?

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