Job Description

Who we are
We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.
CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.
At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• HOOPP Pension Plan (Defined Benefits Pension)
• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Career Planning Program
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?
Under the supervision of the Team Lead, the Information Technology Service Management (ITSM) Analyst will liaise with CIHI's internal business stakeholders and Information Technology and Services (ITS) teams to ensure Information Technology Service Management solutions meet stakeholder needs while leveraging best practices such as the Information Technology Infrastructure Library (ITIL) framework. This role is responsible for analyzing, designing, and improving ITSM processes and tools to enhance service delivery, increase efficiency, and support business objectives.
What you'll do
1. Gather, document, and analyze business requirements related to ITSM processes (e.g. Incident, Problem, Change, Request, Asset & Configuration Management).
2. Collaborate with stakeholders throughout the organization to identify gaps, inefficiencies, and opportunities for improvement in service management.
3. Translate business requirements into functional specifications for CIHI's ITSM tool, ServiceNow.
4. Support the design, configuration, testing, and implementation of ITSM solutions.
5. Assist in the facilitation of process workshops, requirements gathering sessions, and user acceptance testing (UAT).
6. Support the development and maintenance of process documentation, user guides, and training materials.
7. Analyze current state trends and recommend improvements, including AI adoption and utilization.
8. Provide recommendations on improvements to ITSM processes to positively impact stakeholder satisfaction by making processes more efficient and designing with the end-user in mind.
9. Support operational activities related to implemented ITSM practices (e.g., CAB, CMDB).
10. Assist in the development and tracking of KPIs, metrics, and SLAs to monitor ITSM performance, utilizing tools such as native ServiceNow reporting.
11. Work closely with technical teams to ensure implemented ITSM solutions align with business needs and ITS roadmap.
12. Support organizational change management and communication efforts for ITSM initiatives (e.g. drafting communications, monitoring adoption).
13. Stay current with industry trends and provide recommendations on ITIL best practices, and emerging ITSM tools.
What you'll bring to the table

• University degree in Information Technology, Business Administration, or a related field.
• 1-3 years of progressive experience as a Business Analyst, preferably in ITSM or IT Operations.
• ITIL v4 Foundation certification preferred (or earlier versions - min v3).
• Hands-on experience configuring and implementing core ServiceNow modules, such as Service Catalogue, Incident, Problem, and Change Management.
• Ability to translate technical requirements into business terms and vice versa.
• Knowledge of enterprise environments and integrations between ITSM and other IT systems.
• Proficiency in the Microsoft Office suite of products, including Visio.
• Experience and knowledge in ServiceNow development experience is considered an asset.
• Excellent analytical and problem-solving skills with ability to effectively prioritize, manage and execute tasks in a time sensitive manner.
• Strong interpersonal and communication (verbal and written) skills.
• Fluency in English is required, bilingualism in both official languages is an asset.

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our 'Careers' section.
We thank all those who apply, however, only candidates selected for an interview will be contacted.
As part of CIHI's applicant screening process, we complete a comprehensive pre-employment background check for all potential hires. This includes a criminal record check, credit report, social media, and education verification.
At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.
Please note the CIHI Recruiting Team uses email to communicate with applicants. Please make sure your profile has an updated email address that is checked regularly, including the junk/spam mail folder, as we send time sensitive emails (i.e. testing and interview bookings).

Skills Required