Technology Operations, IT Service Management Analyst

Job description

Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team. Ready to be part of the action? The Technology Operations, IT Service Management (ITSM) Analyst supports the ITSM practice with a primary focus on Service Level Management, service performance reporting, and ITSM data quality. Reporting directly to the Head, Technology Operations, this role tracks and reports on SLA/OLA performance, prepares service review materials, creates operational dashboards, audits ServiceNow data quality, and helps identify trends, bottlenecks, and improvement opportunities across Technology Operations. Reports to: Head, Technology Operations Job Location: Hybrid (2–3 days in office per week) – based in Toronto, ON Key Accountabilities Service Level Monitoring & Reporting: Monitor SLA, OLA, and service performance targets across Technology Operations. Proactively identify breach risks, recurring performance issues, and operational trends requiring management review. Service Performance Dashboards & Analytics: Design, build, and maintain daily, weekly, and monthly dashboards, scorecards, and trend reports covering SLA/OLA performance, Incident trends, Change performance, Problem actions, Request fulfillment, and overall service health indicators. Service Review Support: Prepare service review materials, executive summaries, scorecards, breach analysis, trend commentary, and action-item tracking for ITSM governance meetings, operational reviews, and vendor/service reviews. ITSM Data Quality & Process Audit: Audit ServiceNow records for completeness, accuracy, resolution coding, assignment group accuracy, closure quality, and compliance with Incident, Change, Problem, Request, and Service Level Management expectations. Continual Service Improvement (CSI) Support: Support CSI initiatives by identifying workflow inefficiencies, reporting gaps, recurring service issues, and process bottlenecks. Track improvement actions and measure the impact of remediation efforts. ServiceNow Reporting & Measurement Support: Partner with ServiceNow administrators and process owners to define reporting requirements, validate SLA measurement rules, support dashboard enhancements, and test reporting logic or automation changes. Practice Governance Support: Support the IT Service Manager with governance materials, process adoption reporting, KPI analysis, stakeholder updates, and preparation for service management forums. Must Have(s) Education: Bachelor’s degree in Computer Science, Information Systems, Data Analytics, or a related field (or equivalent practical experience). Certifications: ITIL v3 or v4 Foundation certification. Experience: 2–4 years of experience in IT Service Management, IT operations reporting, service performance analysis, or operational data analytics. Core Competencies: Proven track record of building IT performance reports, tracking SLAs, and translating raw operational data into actionable insights. Advanced proficiency with data reporting and visualization tools (Advanced Excel, Power BI, Tableau, or native ServiceNow Reporting). Practical understanding of ITIL 4 frameworks, with a specific focus on Service Level Management. Strong analytical mindset, high attention to data accuracy, and the ability to present technical metrics clearly to diverse stakeholders. Technical Proficiency: Hands-on experience with enterprise ITSM platforms (such as ServiceNow or Jira Service Management). Nice to Have(s) Experience with advanced ServiceNow reporting features, Performance Analytics, or custom dashboard creation. Exposure to process automation or script testing within enterprise ITSM tools. Salary Range: $110,000/year - $120,000/year CAD. Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience. The recruiting efforts for this role are intended to fill a vacant position. In the market for… Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success. Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work. Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy. Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived! Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth. Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now. Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country where this position is located. TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it .