IT Service Delivery Analyst

goeasy

  • Mississauga, ON
  • Permanent
  • Temps-plein
  • Il y a 1 mois
Join one of Canada's fastest-growing companies and be part of something extraordinary - welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we're proud to be recognized for it. We've earned prestigious accolades such as Waterstone Canada's Most Admired Corporate Cultures, Canada's Top Growing Companies, and the TSX30, highlighting us as one of the top performers on the TSX. We're also honored to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women, and having one of the Most Trusted Executive Teams, and included on TIME Magazine's 2025 list of Canada's Best Companies. These honors reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.As one of Canada's leading alternative consumer lenders, we're passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and LendCare.If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you! Join us, and together, let's create a future of financial empowerment.We're looking for an IT Service Delivery Analyst to join our growing team. In this role, you'll be responsible for providing second- and third-level support for business-critical applications and managing the triage process across internal teams and external service providers. You'll also play a key role in core IT service management functions, including Major Incident Management, Change Management, Problem Management, and Service Request Management.What will you be doing?
  • Take ownership of major incidents by coordinating resolution efforts, ensuring timely and effective communication with stakeholders, and conducting post-incident reviews.
  • Issue major incident management notices and collaborate with internal technology teams, external vendors, and cross-functional groups to restore services.
  • Review and approve internal change requests; participate in and occasionally host weekly CAB (Change Advisory Board) meetings; report scheduled changes to senior leadership.
  • Provide reporting on service breaches and SLAs (Service Level Agreements) to stakeholders and senior leaders.
  • Proactively monitor business-critical applications and recommend improvements to IT service delivery processes and procedures.
  • Deliver RCA (Root Cause Analysis) and post-mortem reports to business stakeholders.
  • Support daily operations across all ITIL (Information Technology Infrastructure Library) processes, including Incident, Major Incident, Change, Problem, and Knowledge Management.
  • Drive the implementation of service improvement plans by providing guidance, content, and collaboration with resolution groups and service providers.
  • Collaborate with other IT departments to gather requirements for new or modified services.
  • Participate in internal and external service review meetings, including those with external service providers.
  • Identify, recommend, and contribute to the implementation of service improvements related to ITSM (Information Technology Service Management) operations.
On Call Support:
  • The IT Service Management team participates in on-call duties on a rotational basis.
  • Responsibilities include attending Major Incident Management bridge calls during severity-level incidents, requesting regular updates from technical teams involved, and communicating those updates to business stakeholders.
  • The on-call team member is responsible for managing and driving the severity incident through to resolution, under the guidance of the Major Incident Management team.
What experience do you have?
  • University degree in Engineering, Computer Science, Information Technology, or equivalent preferred.
  • 2+ years of experience working on an IT service desk.
  • 3-5+ years of experience in an IT Service Management role.
  • Proven ability to lead, make decisions, and solve problems effectively.
  • Strong ability to prioritize and execute tasks in high-pressure environments.
  • Skilled in communicating critical issue status clearly and effectively, both verbally and in writing, to leadership.
  • Demonstrates flexibility and agility in transitioning between roles within the team.
  • Capable of writing business documentation in a clear and concise manner.
  • Solid understanding of Incident, Service Request, Problem, and Change Management processes.
  • Experience populating the Configuration Management Database (CMDB) with a focus on compliance, correctness, and completeness is considered an asset.
  • Familiarity with maintaining Configuration Item (CI) naming conventions and identification standards for object types, environments, and processes is also considered an asset.
  • Experience managing and implementing service improvement projects or plans is desirable.
  • Advanced knowledge of the Microsoft 365 suite of applications.
  • Experience using IT Service Management tools such as Freshservice, ServiceNow, or Remedy is a plus.
  • ITIL v3/v4 Foundation certification preferred.
We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.Internal Applicants: please apply through the link and provide written endorsement from your current manager.Why should you work for goeasy?In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer…Financial Benefits:
  • Leverage our RRSP match and Employee Share Purchase Plan programs.
  • Annual bonus that rewards your hard work and dedication.
  • Employee discounts on furniture, electronics, and appliances.
  • MAT & PAT leave top-up.
  • Expand your financial knowledge through engaging Financial Literacy Learning opportunities.
Health and Lifestyle:
  • Enjoy company-paid volunteer days to give back to the community.
  • Access 24/7 healthcare with Virtual Doctor Appointments.
  • Personalize your benefits with a flexible modular benefits package.
  • Stay fit and energized with exclusive access to our on-site private gym at our head office.
Employee Perks:
  • Fuel your growth with the Tuition Assistance Program.
  • Double the impact of your generosity with Company Matched Charitable Donations.
  • Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
  • Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!
Diversity, 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. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team 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.Follow useasyfinancialeasyhomeAbout usService ratingPersonal loansLease to own

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