It Operations & Cmdb Analyst

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IT Operations & CMDB AnalystDate: 30 Oct 2026
Location:
Mississauga, ON, CA, L5N 0E1
Work Location Type: Professional
It’s not a package. It’s a promise.As Canada's leading integrated freight, package, and logistics provider, we've been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver - it's all possible because of our people. So, whether you're looking to build new skills, make an impact in your community, or inspire your team, we go there for you.
DescriptionThe IT Operations & Configuration Management Database (CMDB) Analyst is responsible for ensuring the integrity and governance of the ServiceNow CMDB while supporting operational excellence across IT Service Management (ITSM) and IT Operations Management (ITOM). The role maintains accurate configuration data, supports Discovery and Service Mapping, coordinates CMDB governance, and enables reliable Incident, Change, Problem, and Event Management processes.
In addition, the role participates in the organization's Major Incident Management (MIM) support model by providing operational coordination during critical incidents, including after-hours on-call coverage. Working alongside technical resolver teams, the analyst ensures incident communications, stakeholder notifications, executive escalations, bridge coordination, and ServiceNow MIM workflows are executed consistently, allowing technical teams to remain focused on service restoration.
ResponsibilitiesCMDB & Configuration Management
Maintain the health and integrity of the ServiceNow CMDB.
Monitor CMDB Health dashboards and remediate data quality issues.
Support Discovery, Service Mapping, and Common Service Data Model (CSDM) adoption.
Coordinate onboarding of new applications, services, and cloud resources.
Validate CI ownership, relationships, and lifecycle management.
Drive CMDB governance and continual improvement initiatives.
IT Operations Support
Support ITOM Discovery and Event Management operations.
Review Discovery failures and coordinate remediation.
Monitor service mapping coverage.
Assist in operational readiness for newly onboarded services.
Support operational reporting and dashboards.
Additional Responsibilities
Participate in a rotating on-call schedule providing operational support for Priority 1 and Priority 2 incidents outside normal business hours.
Responsibilities include:
Activate the Major Incident process within ServiceNow.
Validate that automated notifications and workflows have executed successfully.
Coordinate conference bridge creation and participant management.
Ensure the appropriate technical resolver teams are engaged.
Facilitate executive and stakeholder communications using predefined templates.
Track action items, timelines, and decision points throughout the incident.
Escalate issues when resolution progress stalls or additional leadership engagement is required.
Coordinate handoffs between shifts when incidents span multiple support windows.
Support post-incident review activities and ensure required documentation is completed.
Note: This role acts as the operational coordinator during a major incident. Technical diagnosis and service restoration remain the responsibility of the assigned resolver teams.
Work closely with:
Infrastructure Operations
Cloud Operations
Network Operations
Cyber Security
Application Support Teams
Service Owners
Change Management
Service Desk
Education
Bachelor's degree in Information Technology, Computer Science, or a related field.
ServiceNow Certification
ExperienceServiceNow
CMDB
ITOM Discovery
Service Mapping
Event Management
Incident, Problem and Change Management
CSDM
Performance Analytics
Reporting
Technical Knowledge
Identity and Access Management
Language Requirement:
Proficiency in English is required for this position due to the frequent communications that must be conducted in English with various stakeholders. This requirement is justified by the nature of the responsibilities and operational needs.
POSTING DETAILSLocation:
530 - CorporateWorking Conditions:
Office Environment
Reports to:
Manager Technology---
Purolator is an equal opportunity employer committed to diversity and inclusion. We welcome all qualified applicants and provide accommodations during the recruitment process upon request.
Purolator complies with Canadian law in all recruitment practices. During pre-screening, we may use an Artificial Intelligence (AI) tool, supported by human oversight, to efficiently manage tasks such as resume screening and candidate matching, enabling our team to connect with qualified candidates faster.
Personal information is used solely for recruitment and managed in accordance with privacy legislation. For AI-related inquiries only, contact View email address on ca.hrm.tc.
We recognize that employees and their families are essential to our success. We strive to provide a safe, healthy, and supportive workplace, ensuring the right people have the tools they need to thrive.
Every day at Purolator is an opportunity to connect with colleagues, customers, and communities to make a positive impact. Learn more about our values at
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