Technology Support Analyst

Date: 31 Jan 2025

Location:

Mississauga, ON, CA, L5N 0E1

Work Location Type: Professional

Posting Date:
Posting Number: 66014

Work Location Type:   Hybrid
Job Code:   1309
Location: Corporate Office
Reports to:   Manager Technology

It’s not a package. It’s a promise®.

As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver – it’s all possible because of our people. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

A professional with firm knowledge of IT Service Management and ITIL best practices, processes, helping clients to align people, process and technology to drive business needs with the goal of creating enriched customer and great end user experience.

Responsibilities

CSDM Health
ITSM Incident and SR process lead
Service Introduction (Onboarding, maintenance & governance)
Employee Experience
Basic Knowledge Management framework

Additional Responsibilities

Understanding of ITIL Processes and ServiceNow OOB functionality
Engage in requirement gathering sessions for required modules such: ITSM and CSDM
Incident & Service Request process owner
Lead onboarding of IT teams to Servicenow platform for Incident, Service Request Management while ensuring the teams align with CSDM principles
Work with the various teams to understand and define requirements for their Service Catalog requests items
Engage across the teams and project stakeholders for coordination efforts
Support Quality Assurance Test cases and coordination of execution of test cases
Build strong relationships with team members, stakeholders, and clients to foster collaboration
Keep documentation, and stakeholder communications well-organized and accessible
Balance competing demands and negotiate requirements and solutions that satisfy all parties
Address and resolve disagreements among stakeholders to maintain project momentum and harmony
Quickly adjust to changing project requirements and environments, ensuring flexibility in approach

Experience

2-3 years of production level IT Service Management Experience
Itil 4.0 preferred
ServiceNow or similar ITSM platform experience required

POSTING DETAILS
Location: 530 - Corporate
Working Conditions: Office Environment

Posting Number: 66014

Reports to: Manager Technology

We are aware of a fraudulent website that appears to mimic the Purolator careers page. Official job postings from Purolator are shared on www.purolator.com/careers or https://careers.purolator.com. Please ensure any job applications are made directly on these websites. Please note, Purolator will never ask an applicant to make a financial transaction for equipment as part of its recruitment process.

Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status, or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace, and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills.  To learn more about us and our values, go to www.purolator.com.

At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.

#LI-HYBRID