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Support Analyst - It Services Management (Recent Grads) | CareerAIM

Support Analyst - It Services Management (Recent Grads)
Date Posted
Saturday, January 06, 2018
Markham, ON
Oil & Gas, Exploration, Mining, Energy
Role: Support Analyst, IT Services Management (Recent Grad)

Status: Temporary, Full Time (12 Months)

Department: Information Technology

Reports to: Manager, IT Service Management

Location: 7400 Birchmount Road (Markham) 

This position will assist with IT Service Management disciplines; with focus on Incident, Request and Problem Management.


  • Engage and be part of the design team for the implementation of an IT Service Catalog to be implemented in the ITSM ServiceNow tool
  • Data gathering and creation of a Configuration Management Database (CMDB) repository with relevant IT assets and their relationships
  • Provides day to day management of Incident, Request and Problem Management processes for adherence to policies and procedures
  • Assist with the handling of major incidents, ensuring that required Post Incident Review (PIRs) are documented
  • Track and monitor process metrics within the ServiceNow tool to determine if tickets are being processed in a reasonable timeframe, frequency of specific types of tickets, determine where bottlenecks exist and ensure proper prioritization and assignments
  • Create reports/dashboards to be presented to IT Management and Business Unit leaders
  • Ensure relevant Knowledge Base documents are created as required
  • Participate in Continual Service Improvement activities


  • Post-Secondary education, in an IT discipline
  • Experience in using Microsoft Office suite of products
  • ITIL Foundation certification is an asset
  • Experience developing and maintaining Service Management reports is an asset
  • Ability to work with various levels of management, technical and support staff
  • Excellent communication skills – both oral and written
  • Exhibits initiative, identifies what needs to be done and establishes plan to achieve results
  • Ability to think and work independently
  • Strong analytical and demonstrated problem solving skills