Technology Operations, IT Service Management Analyst

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…