Job Title

Bayshore HealthCare is one of the Canadas leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canadas Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canadas Best Employers in Forbes 2023 list. The Analyst role performs operational and analysis-related activities for IT Service Management functions including but not limited to Incident Management, Problem Management, and Change Management for Information Technology departments. This role supports and performs major incident management, process improvement activities, report generation, process development and improvements, process data analysis, and communication. The IT Service Management Analyst reports directly to the Sr. Manager, IT Service Management. Duties And Responsibilities Build and maintain ITSM process reporting, optimize the management of data sources and data accuracy Define and maintain common Service Management reporting formats and data sources Work with IT leadership team to define and report on key Service Management process metrics and supporting analysis Proactively analyze process activities and process data to identify reporting improvements, process improvements, and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency, and alignment Work with process participants to manage completion of process activities and/or management of process metrics Accountable for the change management process, reviews RFCs, member, and organizer of CAB & CR approver Manages major incidents, priority 1 and 2. Organize major incident bridges, coordinate support staff and management required, update the incident, and create, and distribute communications. May require 24x7 coverage, depending on the nature and severity of the incident. Support process improvement activities and assist with the implementation of process changes Contribute, create, and organize Knowledge Base Articles and communication Facilitate process creation and review meetings, along with managing meeting actions Manage completion of process activities and/or management of process metrics Report progress and status of projects with minimal direct supervision Perform light project management duties Identify and implement opportunities to improve and automate ITSM Reports Work with ServiceNow support to identify prospects of improving the ServiceNow tool Participate in ongoing internal and/or external continuing education activities Adhere to Bayshore Policies and Procedures. Participate in quality activities and continuous improvement initiatives in keeping with the company''s Quality Management System Participates in initiative-taking Health & Safety activities while performing all duties. Notified immediate Supervisor of any Health & Safety risks or concerns. Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel Complete other tasks as requested Work Location: Mississauga, Bayshore Healthcare, National Office. Hybrid work: With a requirement to work onsite at least 2 days per week and 3 days remote. Education & Experience ITIL Foundations certification required Minimum of 5 years experience working on IT Service Management initiatives (processes, concepts, and tools) Experience with IT production environments, including operating systems, applications, networks, servers, and associated hardware and software Other Skills And Abilities Proficiency in report generation, data collection and analysis Knowledge of IT best practices and process tools Proven business process analysis, strong interpersonal skills, and team orientation Strong analytical and critical thinking skills with diligence and accuracy along with the ability to work independently, under pressure High diligence, organized, and thorough Effective planning and organizational skills Excellent verbal communication skills: ability to explain complex, highly technical information to non-technical colleagues using clear simple language Excellent written communication skills Ability to effectively influence management yielding required results and building strong relationships. Primary Location ON-Mississauga