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IT Service Management Analyst

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Date: May 11, 2023

Location: Remote, BC/ON, CA

Company: LifeLabs

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.


Make a difference – join the LifeLabs team today!


Reports to: 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 based at ON/BC.


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


Minimum 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
  • 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


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


LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.


LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.

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