It Service Management Analyst

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Reports to: Sr Manager IT Service Management

Purpose of the Role The IT Service Management Analyst provides operational support across multiple information technology Service Management processes for IT in LifeLabs LP offices in Canada. This ranges from uncovering incident trends that should be managed as Problems, reviewing changes submitted by IT for risk and adherence to process and chairing CAB meetings; and, participating with the Major Incident function on a team rotational on-call schedule. This role also manages the operation of other Service Management processes such as knowledge management, continual service improvements, and risk management. As the Service Management organization matures, this role will also help develop and manage processes related to service transition, license and asset management, vendor management, and configuration database management.

This is a full time remote role and can be based either in Ontario or British Columbia.

Core Accountabilities

Problem Management

• Uncovering incident trends that should be managed as Problems, and driving quality compliance
• Work with domain leads and service owners to assess, prioritize, and work Problems to reduce or eliminate impact/productivity challenges
• Engage in technical discussions regarding root cause, workarounds, and solutions
• Ensure proper assignment of Problem tasks
• Ensure changes related to Problems are managed through Change and Release Management
• Contribute to Knowledge Management in support of the Service Desk supporting end users and for end user self help automation
• Report to management on trends and key process indicators regarding Problem Management

Major Incident Management

• Participate in a regular rotation of responsibility for Major Incident Management
• Lead/drive SWAT type conference calls in the effort to restore services as efficiently as possible by gathering a proper team for handling each Major Incident
• Communicate timely to IT and End Users (customers), regarding the Major Incident until service is restored
• Improve targeted communication DLs along with impact summaries
• Ensure proper post-resolution follow-up to determine root cause and mitigate recurrence of the Major Incident via Problem Management
• Report to management on key process indicators
• Maturity, and CSI efforts pertaining to process ownership
• IT general awareness, coaching, and training

Incident Management

• Understand and contribute to the design and CSI of the national Incident Management process
• Work with service desk manager to ensure service desk is following incident management process, especially concerning the handling of incidents tied to managed problems and or generation of quality records for the purpose of express triage and trending

Change Management

• You'll be responsible for process maintenance. Also ensuring successful end to end change management
• Retrieve data to perform weekly analysis, and conduct weekly reports to be communicated and presented to all appropriate stakeholders
• Review and process all upcoming changes and ensure all standards and specifications are met
• Engage respective testers and validators for changes with potential impact
• Monitoring and policing the process, to maintain SLA’s and eliminate the potential of unexpected outages

IT Audits and Risk Management

• Participate in annual audits as key ITSM representative
• Understand controls and provide evidence where required
• Assign tasks related to risk manage mitigation and ensure work is performed
• Report to management on risk status

Qualifications and Skills

• Bachelor’s degree/diploma in Engineering, Computer Science, or equivalent experience
• 3 -5 years in ITSM
• 1-3 years experience in information technology, problem management, service operations or related roles (Service Desk, NOC, End User Computing, Infrastructure Operations, etc.)
• This role must be able to accurately assess technology risks, issues, and solutions
• Must be Certified in ITIL foundation. Additional ITIL or ITSM certification not required but helpful
• Passion for data analysis along with hands on experience with key performance indicators, reporting and communication

#LI SW1 #INDEED

This is a remote role.

Hiring Range: 78,300 - 99,800

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

In this position, you will be eligible for Lifelabs annual bonus.

Employee Benefits:

In this position, you will be eligible to participate LifeLabs’ group benefits plan which is available to LifeLabs employees in accordance with the terms and conditions of those plans.

Retirement Savings Plan:

The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.

Vacation Entitlement:

In this position, you will be entitled to vacation. We promote a healthy work-life balance and expect your full vacation to be taken each year.

Employee Wellness:

LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.

Employee Giving program:

Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.

In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

At LifeLabs, we know that we are Stronger Together and that we will benefit from the unique perspectives and experiences that each team member offers.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations.