It Service Management Senior Analyst

Description:

Pembina Pipeline Corporation’s Calgary’s office is actively hiring for an IT Service Management Senior Analyst to join the team. This position reports to the Supervisor, Governance & ITSM in the Information Services team, part of Pembina’s Legal, People & Corporate Affairs division.

Pembina's Information Services Unit manages and maintains the company's infrastructure, provides technical support, ensures data security and accessibility, implements new technology, strategies for future development, manages vendors, and ensures compliance with relevant laws and regulations. We depend on our talented people who are constantly looking for innovative ways to improve our processes and existing technologies. Our focus is to collaborate with our customers and colleagues to land cutting edge technologies to help improve the way we work, maximize productivity, and reduce cost which in turn contribute to the environmental solutions that help with our climate change challenges. We are building a diverse team of open-minded, adaptable and innovative people, to keep up with the changing world of technology.

As a Senior Analyst, ITSM, you will be a key driver of our IT service delivery excellence. You will be responsible for enhancing our ITSM processes, ensuring the stability and performance of our IT services, and supporting our IT operations. This role is ideal for a proactive and experienced ITSM professional who is passionate about continuous improvement and stakeholder collaboration.

Responsibilities may include but not limited to:

ITSM Process Improvement
 

• Implement improvements to Pembina's ITSM processes, ensuring they align with ITIL best practices and our organizational goals;
• Monitor key performance indicators (KPIs) to measure process performance and drive a culture of continuous improvement; and
• Partner with the Service NOW Support Team to define ITSM requirements for enhancements and new features.
   

Incident Management
 

• Oversee the Major Incident Management process to ensure timely resolution of critical and high-priority issues;
• Coordinate closely with support teams to minimize service disruptions and restore services promptly;
• Analyze incident trends to identify recurring root-cause issues and recommend structural improvements;
• Manage and deliver ISU Daily Standup Reporting in coordination with the infrastructure team; and
• Lead and support post-major incident lookback reviews to identify lessons learned and prevent future occurrences.
   

Service Delivery Support
 

• Monitor and analyze overall service performance and availability, identifying trends and areas for Continuous Improvement;
• Effectively communicate service performance and potential risks to leadership to drive departmental improvements; and
• Advise and support IS teams to implement Continuous Improvements opportunities.
   

IT Operations & Project Enablement
 

• Provide expert-level operational support for all core ITSM processes, including Change, Request, Incident, Major Incident, Release Management, Problem & Knowledge Management; and
• Develop and deliver comprehensive documentation and training materials to support the adoption of ITSM processes and tools.
   

Qualifications:
 

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred;
• Minimum of 5 years of experience in an Information Technology (IT) Service Management role;
• Must possess an ITIL v3 or ITIL 4 Foundation certification, with higher-level ITIL certifications considered an asset;
• Demonstrated experience managing and monitoring Service Level Agreements (SLAs) to ensure service performance and compliance targets are achieved;
• Strong understanding of core ITSM processes (Incident, Problem, Change, and Request Management);
• Excellent communication, collaboration, and stakeholder management skills; and
• Ability to utilize Artificial Intelligence tools to enhance day-to-day work.