Meridian Credit Union · 6 days ago
Service Management Analyst
St. Catharines, Ontario, Canada
Full-time
Hybrid
Entry, Mid Level
CA$52K/yr - CA$78K/yrMeridian Credit Union is Ontario’s largest credit union, focused on creating opportunities for its members and communities. The Service Management Analyst role is integral to enhancing and maintaining the Service Management Program, supporting IT services delivery through process improvement and collaboration.
Financial Services
Responsibilities
Act as Change Manager within the Change Management process, which includes the solicitation of approvals, Change closure, PIRs and associated documentation has been updated
Assist with the governance of the Incident, Problem Management, Request Fulfillment processes and Availability tracking
Where appropriate, utilize AI functionality to create efficiencies within processes and workflow functionality
Contribute to the design and documentation of workflow improvements associated within the Service Management Program
As a technical SME, assist with prioritization sessions with regards to enhancement requests for the IT and Business Program processes
Assist with gathering business requirements for improvements to Enterprise Service Management tool, and interface with third parties in the development, configuration, integration and implementation of these improvements as per approved priorities
Provide process support on day-to-day issues or questions related to the Service Management Program
Participate in prioritization sessions regarding enhancement requests to the Service Management Program
Perform administration activities and configurations updates within ServiceNow, including coding and development of new system capabilities and workflows
Recommend and provide input into automated tasks that improve efficiency within teams
Recommend ITIL process improvements
Educate, create and execute regular and ad hoc reports for all departments who utilize service statistics
Provide ad hoc reporting for departments who utilize service statistics
Provide secondary support for the Service Management processes
Assist with / Lead the Availability Management tracking and reporting activities
Assist with Service Management team and process owners to improve and maintain their processes, from a technical perspective
Design and document workflow improvements associated with Service Management processes
Recommend and provide input into automated tasks that improve efficiency within teams utilizing Enterprise Service Management tool
Recommend ITIL and CobIT process improvements
Communicate to IT and Business the upcoming changes and impact to related service(s)
Compile regular monthly Management reporting metrics for the IT Service Management Program
Document pain points and quick wins that will be used in enhancements and training sessions for various Service Management processes and functions
Lead training sessions and materials for various Service Management processes and functions
Liaise with outside suppliers and support vendors for subject matter expertise and future direction
Collaborate with multiple teams
Occasionally also required to assist with small to medium, cross-functional projects, including Big Rock Initiatives
Qualification
Required
Highly service oriented and customer focused – able to maintain good working relationships with customers and peer partners
Focused on process alignment with attention-to-detail skills
Strong analytical and problem-solving abilities
Strong documentation skills
Proficient with Microsoft Office tools (e.g. Visio, Outlook, Word, Excel and PowerPoint)
Organized with ability to quickly prioritize and handle critical or competing priorities in a calm and effective manner
Knowledge of ITIL framework and good understanding of IT Service Management Program (Asset/Configuration/Incident/Problem/Change Management, Service Catalog, etc.)
Strong Solid Microsoft Windows, Microsoft Office, Microsoft Exchange, Microsoft SQL, ITSM and network skills
Preferred
ITIL v.33 and CobIT v5.0 certification is preferred
Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
Benefits
Inclusive and collaborative working environment
Tools and technology needed to delight your candidates and clients
Work with and learn from diverse industry leaders and colleagues
Hybrid work arrangements with in-person office time
Company
Meridian Credit Union
Meridian Credit Union is a financial services company. It is the largest credit union in Ontario.
Founded in 2005
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$125MKey Investors
La Caisse
2020-02-25Debt Financing· $125M
Leadership Team
Jay-Ann Gilfoy
Chief Executive Officer
Recent News
FF News | Fintech Finance
2025-12-05
FinTech Global
2025-10-25
2025-10-24
Company data provided by crunchbase