IT Business Decision Support Professional Level 1
- Pay Rate: $49.92 – $60.71/hour, depending on experience
- Contract Length: 52 weeks
- Location: Burnaby, British Columbia (Hybrid)
Raise is currently hiring an IT Business Decision Support Professional Level 1 on behalf of our client. This is an excellent opportunity to join a complex enterprise technology environment and support IT service management, change management, incident and problem management, reporting, and continuous improvement initiatives. Our client, is one of the largest electrical energy suppliers in Canada
Note: The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable.
Description
We are currently hiring an IT Business Decision Support Professional Level 1 to support IT Change Management, Incident Management, and Problem Management activities within a complex enterprise environment.
In this role, you will help ensure IT service management processes are effectively implemented and maintained while supporting stakeholders, coordinating operational activities, analyzing service trends, and identifying opportunities for continuous improvement.
The successful candidate will have strong knowledge of ITIL practices, ServiceNow, reporting and analytics, technical troubleshooting, and stakeholder management. This role requires someone who is highly organized, analytical, proactive, and comfortable facilitating discussions and resolving complex operational issues.
Responsibilities
IT Change Management
- Review submitted low-risk change requests to ensure compliance with established procedures and policies.
- Prepare materials, including agendas and supporting documentation, for weekly Change Advisory Board (CAB) meetings.
- Provide first-level troubleshooting support for IT change management tools and escalate unresolved issues as required.
- Create test scripts and conduct user acceptance testing to ensure enhancements meet functional, operational, and efficiency requirements.
- Support testing activities related to system enhancements and ServiceNow version upgrades.
- Coordinate recurring change management activities, including weekly outage notifications for systems impacted by planned changes.
- Monitor change activities and ensure appropriate documentation, approvals, and follow-through.
- Support continuous improvement of IT change management processes.
Incident and Problem Management
- Manage and coordinate the lifecycle of incidents and problems as required.
- Perform daily, weekly, and monthly trend analysis to identify recurring service issues using ServiceNow reports and dashboards.
- Support incident, request, and complaint management processes to help ensure high-quality IT service delivery.
- Monitor customer satisfaction feedback and identify trends and opportunities for service improvement.
- Facilitate Root Cause Analysis (RCA) sessions using methodologies such as 5-Why.
- Develop and maintain Known Error and Knowledge Management records.
- Coordinate implementation of corrective actions through the Change Management process.
- Produce operational and leadership reporting using relevant data and analytics.
- Identify and drive continual service improvement initiatives based on incident, problem, and complaint trends.
- Ensure compliance with ITIL processes, service-level requirements, and established technology management guidelines.
- Collaborate with technical teams, business stakeholders, and other IT groups to resolve service-related issues.
Qualifications
- Minimum 5 years of business analysis or related IT experience supporting medium to large IT projects or complex enterprise technology environments, or equivalent experience.
- Working knowledge and understanding of ServiceNow.
- Strong understanding of ITIL Incident Management, Problem Management, and Change Management.
- Experience with Root Cause Analysis (RCA) methodologies, including 5-Why.
- Experience with reporting, analytics, dashboards, and trend analysis.
- Experience with Major Incident Management is an asset.
- Awareness of CMDB and Configuration Management concepts.
- Strong technical troubleshooting background.
- Experience working with Microsoft Excel and Power BI.
- Strong stakeholder management and relationship-building skills.
- Excellent communication, facilitation, and presentation skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Highly organized and able to manage multiple priorities in a fast-paced environment.
- Self-starter with the ability to work independently and take ownership of assigned responsibilities.
- Ability to work effectively with both technical and non-technical stakeholders.
- Good understanding of business processes and how business objectives can be supported through technology solutions.
- Strong business analysis skills with the ability to quickly understand business problems, opportunities, project objectives, and technology solutions.
- Excellent written and verbal communication skills in a professional environment.
- Intermediate proficiency with Microsoft Office, including Word, Visio, Excel, and PowerPoint.
- Education and Certifications
- Bachelor's degree in Information Technology, Business, Engineering, or a related discipline, or equivalent experience.
- ITIL certification or practical experience applying ITIL methodologies is considered an asset.
- Experience in the public sector or utilities industry is considered an asset.
- Familiarity with enterprise technology environments and structured project delivery methodologies is an asset.
- Knowledge of enterprise ServiceNow environments, CMDB, configuration management, and IT service management processes is an asset.
Additional Information
- Hybrid work arrangement, currently with mandatory office attendance on Tuesdays and Wednesdays.
- The position is based in Burnaby, British Columbia.
Looking for meaningful work? We can help!
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/
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