IT Service Management Analyst

The IT Service Management Analyst is responsible for providing oversight for evolution of the Problem and Change Management processes while we scale and shape the future of IT support services that will enhance the user experience.Problem Management (35%)Oversee all phases of the Problem Management lifecycle, including identification, root cause analysis, resolution and closureSupport in the design and maintenance of a detailed database for Problem ManagementProactively analyze trends, assess solution effectiveness, and identify areas for improvement to help prevent recurrenceMaintain the Known Error database by documenting workarounds to minimize the impact of incidents for efficient resolution of reoccurring issuesSubmit change requests for permanent fixesHelp enhance and develop the effectiveness of existing operating processes and proceduresContinuous Improvement of IT internal processes and user experience (35%)Contribute to the evolution of the ITSM strategy in alignment with the organization’s business goalsUnderstand the needs identified, analyze and identify the root cause of the issues, explore possible solutions while considering best practices as well as the various constraintsEngage necessary resources to execute agreed upon solutions to completionDocument lessons learned and identified areas for continuous improvement, whether that be through Incident Management, Problem Management, Change Management, etc.Support the design and implementation of ITSM integrations: CMDB, Service Mapping, etc. Change Management (20%)Apply a structured methodology and lead Change Management activitiesSupport in the design and maintenance a detailed database for Change ManagementIdentify, analyze and prepare risk mitigation to help ensure a smooth transition with minimal disruptionProvide input, documentation requirements and communication efforts including coordinating training plans and evaluating user readiness related to changes being madeAssist in defining and measuring success metrics Reporting and Communication (10%)Develop and deliver progress reports and outcomes relating to Problem and Change Management activitiesDraft and authorize IT emergency communications for distribution to target audiences during Major IncidentsUpdate Knowledgebase articles in ITSM tool and other content for L1 Support distributionAssist with preparation of summaries for Executive and key leadership in the context of Incident, Problem and Change Management analysis of trends and patterns including metrics and resultsEducation/CertificationsRequiredTechnical College degree combined with equivalent work experiencePreferredITIL 4 Specialist or ITIL 4 Practitioner Experience2 years of Information Technology, Project Management or IT Service Management experienceExperience operating within an ITIL or ITSM aligned organizationExperience with data mining applicationsExcellent critical thinking and practical decision making with the ability to think outside the box and explore innovative solutions to recurring issuesStrong problem-solving and root cause analysis skills, attention to detail and consistent follow-through to ensure problems are resolvedStrong Microsoft Excel skills, especially data analysis functionalitiesAbility to manage multiple process streams simultaneouslyExceptional written and verbal communication skills, ability to interact with employees in all departments and at all levels of the organizationWorking knowledge of ITSM tools (Zendesk or ServiceNow)We’d prefer this role to have…QSR, Restaurant and/or Retail experienceFrench Canadian language skills, both written and verbal is an assetWorking ConditionsGeneral work conditions:Full-time hoursStandard office environment (clean, well-lit, temperature-controlled)Work typically performed at a desk/computer workstationAccess to necessary technology and equipment (laptop, software, etc.)Safe working conditions, including policies for harassment and violence preventionAccess to workplace accommodations under the Human Rights CodeMeal and rest breaks in accordance with ESAJob DemandsRequires extended periods of sitting and computer useRegular communication (in-person, virtual meetings, phone, email)TravelThis role does not require any travelWhat makes KFC a great place to work?Our People. We invest in people capability above all else, with a proven track record of developing internal talent to leadership levels across the business both in Canada and globally. We hire and develop people who lead with Smart, Heart and Courage to make a big impact on the business today and grow into leaders of the future.Our Culture. We are known for a culture that rewards and recognizes bold results and promises everyone a seat at our table. We focus on your personal development as much as your professional development to ensure you can bring your best self to work.Why you’ll love working hereHybrid work model (2-3 days per week in office)Paid vacation and personal days, plus 10 paid KFC Canada holidays in addition to statutory holidays.Comprehensive health and dental benefits, including HSA and PSA options that allow you to personalize your coverage, plus life insurance and disability coverage, with employer-paid premiumsFamily-inclusive Employee Assistance Program (EAP) and virtual carePaid parental leave with salary top-upRRSP and DPSP retirement programs with employer matchingAnnual tuition reimbursement programEmployee referral rewardsAnd so much more!Additional InformationThis posting is for an existing vacancy.We thank all applicants for their interest in joining KFC Canada; however, only those selected for further screening will be contacted. Applicants are assessed based on skills and experience relevant to the role. Canadian experience is not required.KFC Canada is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive, and authentic workplace where everyone feels they belong. In accordance with applicable laws, we are committed to providing reasonable accommodations throughout the recruitment and selection process to meet the needs of applicants. If you require accommodation at any stage of the hiring process, please let us know.The expected salary range for this role is $60,000 to $80,000 CAD. Final compensation will be based on factors such as skills, experience, qualifications, and internal equity.KFC Canada uses artificial intelligence (AI)-enabled tools to support certain aspects of the recruitment process, including application screening and assessment, in accordance with applicable legislation. All final hiring decisions are made by human decision-makers