ITSM Business Analyst - Fall 2020 Co-op
Mississauga, Ontario
6d ago

PointClickCare is the leading cloud-based software provider for the senior care market in North America. Driven by a passion for innovation and technology, we build innovative healthcare technology for seniors and their caregivers that improve their quality of life and well-being on a daily basis.

Recently named one of Deloitte’s fastest growing technology companies and Canada’s best managed companies, PointClickCare provides vast opportunities and a great culture for our employees.

We believe work is much more meaningful when you're doing it with a higher purpose. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

As part of the SaaS Operations Service Delivery Management Team, the ITSM Business Analyst plays a critical role in the Operations of the PointClickCare SaaS Services used by thousands of Senior Living facilities across North America.

As a SaaS Service our uptime, performance and availability of all services are critical to the success of our product and our customers.

The ITSM Business Analyst plays a key role in the continual review and refinement of Service Management Processes, requirements gathering for new Processes and tracking of SLA / OLA breaches to help ensure that PointClickCare provides highly available, highly performant, relevant, and valuable Services to its customers.

The ITSM Business Analyst will also continuously improve the customer experience through managing special assigned Service Delivery Management Projects, working with teams across PointClickCare to help drive continuous improvement of how Services are delivered. Key


Manage, maintain, and document processes, procedures, tasks, and documentation related to Service Management·Work with project teams with the intake of new Services into Production·Lead requirements gathering and refinement and development of detailed requirements for new processes ·Manage IT Service Management Tool record assignment (Incident, Service Request, Change, Problem)·Assign ITSM records to appropriate resource / support areas ·Proactively manage and resolve problems to minimize customer impact and meet SLAs·Monitor for Service Level breaches·Key Performance Indicators (KPI’s) and reporting on measures of success·Understanding ITSM Automation·Support and enforce established Service Management standards, procedures, and processes Required Experience : ·Currently enrolled in an undergraduate technology-related degree, such as Bachelor of Science in Computer Science or Engineering·Problem solving and root cause identification skills·Ability to multitask in a mission critical environment·Excellent written and verbal communication skills with strong attention to detail·Experience presenting data visually and creatively·Exceptional Excel / data management skills·Excellent verbal & written communication with ability to work effectively in a Team environment·Ability to develop good business relationships with Service consumers, other internal teams, and key stakeholders·Proficient in MS Office (Excel, PowerPoint, Word) and working experience with SharePoint Desired Skills ·Related ITIL certifications ·Familiar with scripting and other automation applicationsIt is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic / civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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