Service Integration Analyst

Job title:

Service Integration Analyst

Company

Canadian Nuclear Laboratories

Job description

Can you see yourself developing and delivering reporting and analytics to internal partners? Does the idea of pro-actively identifying areas of opportunity in both the use of the system as well as service management practices sound good? If you answered yes, then this may be the job for you!

What will you be doing!

• Completing both ad hoc and regular reporting on Service Management activities
• Developing reports as required and/or work with developers on completion of complex reporting requirements.
• Identifying trends and opportunities for improvement in ticket management practices based on findings
• Conducting regular audits of the ServiceNow platform to ensure adherence to governance established governance practices
• Pro-actively identifying opportunities for improvement with respect to the ServiceNow platform and service management practices.
• Working with internal partners, external consultants and or developers in the implementation of small scale improvements in the tool.
• Supporting the broader Service Integration team in the completion of large scale initiatives.
• Responsibilities could include: coordination of activities, providing regular project updates, gathering and analyzing data, etc.
• Providing training to internal partners in the use of the tool and in standard service management practices.
• Acting as a first point of contact and resolve basic issues for customer with respect to the use of the platform and any issues that arise. Escalate to other team members as required.

What we are looking for:

• Completed post-secondary education in a related field or equivalent in experience, additional education, and/or training.
• 3 to 5 years’ experience working in a customer service or service management setting
• Significant experience working in IT, HR or other related systems.
• Demonstrated experience in analyzing data and developing and delivering reports/findings
• Must be a self-starter and willing to promote new ideas with good problem solving skills.
• Excellent interpersonal skills, efficient and effective communication (written and oral) and organization skills are essential.
• Report/Metric building skills in order to provide detailed reports/dashboards to service providers within the ServiceNow platform.
• Perform low-level administrative tasks or minor changes within the ServiceNow platform
• Good judgment, initiative, strong drive, positive attitude and consistent, careful attention to detail are essential in this position to solve problems, obtain, and analyze data. Initiative and judgment required in an environment of changing and conflicting priorities.
• Must be “Team” oriented with demonstrated ability to work well with others and promote a positive work environment.
• Demonstrated leadership skills with ability to train and develop others.
• Ability and willingness to work with minimum supervision in a high pressure, team environment that requires initiative, confidentiality, and demonstrated ability to work effectively with all levels of

personnel. * Must have the ability to work, plan and prepare own work schedule; develop, measure and assess goals; manage time, all under demanding and diverse situations and stressful deadlines. Creativity,

innovation, flexibility and adaptability are required to handle the multiple priorities and schedule pressures of the various customers. * Must be exceptionally committed to quality work and professional standards and dedicated to the successful completion of all customer requirements. Using the collaborative approach, have the ability to function effectively in a work environment that is heavily customer oriented.

• Flexible and willing to work extra hours as required.
• ITIL certification and a strong understanding of ITSM systems (or other similar systems).
• Knowledge of the ServiceNow platform and/or formal ServiceNow certifications

Security clearance eligibility required: Reliability Status with Site Access Security Clearance (SASC), which has a minimum requirement of 3 years of verifiable history in Canada, Australia, New Zealand, United States and/or the United Kingdom.

Why CNL?

Does working with a team across Canada to advance nuclear science and technology for a clean and secure world speak to you? We’re reinventing ourselves to be the pace setters, so we can lead the charge in solving the problems that matter, like building the next generation of clean nuclear and hydrogen energy solutions, developing new and better-targeted cancer treatments, and continuing to lead the world in environmental remediation.

• Work-life balance is an integral part of our overall health and well-being; at CNL, we value this.

We offer a complete total rewards package:

• paid time off (vacation, sick, floater & personal);
• benefits effective day one, that’s right no waiting period;
• tuition support
• and a pension!

Location: CNL works with employees across Canada to enable a remote workforce where possible. Our Work from Home employees are provided with the equipment required to be successful: laptop, monitor, external etc. Of course, we always love a visit to site when possible!

About CNL:

CNL is Canada’s premier nuclear science and technology organization and a world leader in developing nuclear technology for peaceful and innovative applications. Using our unique expertise, we are restoring and protecting the Environment, we are advancing clean energy technology, and our medical breakthroughs continue to improve the health of people around the world.

Our Priorities:

• Clean energy for today and tomorrow.
• Restore and protect the Environment.
• Contribute to the health of Canadians.

CNL is committed to providing an atmosphere free from barriers that promote equity, diversity and inclusion in achieving our mission. CNL welcomes and celebrates employees, stakeholders and partners of all racial, cultural, and ethnic identities.

CNL also supports a workplace environment and a corporate culture built on our Core Values: Respect, Teamwork, Accountability, Safety, Integrity and Excellence, which encourage equitable employment practices and career prospects inclusive of accommodations for all employees.

CNL is committed to being an equal-opportunity employer. If you require accommodation measures during any phase of the hiring process, please inform the Talent Acquisition Specialist with whom you are in contact. All information received in relation to accommodation requests will be kept confidential.

The Chalk River Laboratories site is located on the unceded and unsurrendered territory of the Algonquin Anishinaabe people. As an organization, CNL recognizes and appreciates their historic connection to this place. CNL also recognizes the contributions that First Nations, Métis, Inuit and other Indigenous Peoples have made, both in shaping and strengthening this community in particular, and this province and country as a whole.

#LI-REMOTE

Expected salary

Location

Chalk River, ON

Job date

Fri, 17 Nov 2023 03:31:37 GMT

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