Job Description

IT Service Management Analyst

Take a central role
The Bank of Canada has a vision to be "a leading central bank-dynamic, engaged and trusted-committed to a better Canada." No other employer in the country offers you the unique opportunity to work at the very center of Canada's economy, in a diverse and inclusive organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in an environment where we are reinventing central banking, renewing ways of doing business and reinforcing a culture of innovation.

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers:

The Data & Analytics Services Team

Our team works within agile and scrum to support and evolve the Bank's Data & Analytic demands. We work closely with the business to understand their needs and partner with other internal and external service providers to deliver our services. Our services include data hosting and storage platforms, data transformation and orchestration, and the enablement of data analytics by offering a multitude of tools and capabilities to support the Bank's evolving needs.

Our team will also give you the opportunity to:

Access training and certification programs to enhance your skills

Learn about all elements that go into making a secure, reliable, and available IT Services by applying Dev/Sec/Ops principles

This includes value stream mapping, customer journey mapping and design thinking

Receive mentorship and coaching towards career goals

What you will do

As an IT Service Management Analyst, you will support colleagues and business partners in designing and continually improving our Data and Analytic Services, concentrating on user experience and supportability.

More specifically, you will:

Create and monitor workflow integrations to ensure process interactions support the delivery of these services

Ensuring the Configuration Management process and the database (CMDB) support the effective management of Incident, Change and Problem Management practices

Ensure the Service Portal clearly publishes all data and analytic services and leverages the Request Fulfillment practices to effectively deliver those services.

Conduct basic tool configuration and integrations within ServiceNow, Jira, Confluence and SharePoint.

Monitor KPI's and maintain reports and dashboards to ensure the desired outcomes of the Data & Analytic services are achieved

What you need to succeed

You are a strong communicator, effectively navigating between business and technical teams to ensure common alignment. You can influence without authority, leveraging your knowledge and expertise, as well as your respectful partnership. You are also a self-starter with a desire to learn and contribute your learning by sharing insight with others.

In addition, you have:

Experience with IT Service Management including knowledge of the Service Value Chain and how it supports business outcomes

Experience improving and optimizing processes including familiarity with ITIL principles.

ITIL Foundation certifications and/or other Service Management training

Your success will be furthered by these nice-to-have skills:

Experience with ServiceNow including basic tool configuration and integrations

Experience with a Configuration Management Database (CMDB)

Experience with DevOps and/or DevOps training

The ability to apply design thinking

Your education and experience
Your combined education and work experience demonstrate that you are effective at learning and applying new skills.

What if you don't meet every requirement?

The Bank of Canada is dedicated to building a diverse and inclusive workplace. If you are interested in this position, but your experience and skillset do not perfectly align, we highly encourage you to apply. You may be a fit for the position and/or you could be a great candidate for other roles.

What you need to know

• Language requirement: English or French essential
• Priority will be given to Canadian citizens and permanent residents
• Security level required: Be eligible to obtain Reliability
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
• In response to the COVID-19 pandemic and further to public health guidelines, preventative measures are being taken to ensure health and safety during the recruitment process. All interviews are conducted virtually.
• The official title for this position is "Service Integration Analyst "

Hybrid Work Model #LI-Hybrid

The Bank is conducting a trial of a hybrid working model which provides employees with the flexibility to telework for significant portions of each month. During the trial, employees will be expected to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person and to build connections with colleagues. For the majority of employees, it is expected that onsite time will range from 5 to 10 days per month, depending on your role. You must live in Canada, and within reasonable commuting distance of the office.

Vaccination Policy

Please note that the application of the Bank's Covid-19 Vaccination policy has been temporarily suspended, effective June 20, 2022. As a result, you will not be required to submit verification of your vaccination status before starting employment with the Bank. However, please note that the Bank reserves the right to reintroduce vaccination requirements in the future if necessary to respond to changing public health advice and\or government direction.

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit .

• Salaries are based on qualifications and experience and typically range from $72,695 to $85,520 (job grade 15)
• Depending on performance, you may be eligible for performance pay for successfully meeting (5 to 7% of your base salary) or for exceeding expectations (10% of your base salary). Exceptional performers who far exceed expectations may be eligible for higher performance pay.
• Flexible and comprehensive benefits so you can choose the level of health, dental disability and life and/or accident insurance coverage that meets your needs
• Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
• Indexed, defined-benefit pension #LI-POST