Technical Analyst III

Our client, is seeking an experienced, detail-oriented Technical Analyst III (ITIL Change Enablement Specialist) to join their IT Service Management (ITSM) and Enterprise Operations team.

In this critical operational role, you will coordinate and execute daily Change Management processes, serving as a subject matter expert on ITIL alignment and ServiceNow tooling. You will review submitted technical change requests for completeness, risk, and impact, manage Change Advisory Board (CAB) and technical change meetings, and facilitate collision mitigation across global lines of business. Operating on a rotating shift schedule to monitor change implementations, you will drive process maturity, lead Change Post-Implementation Reviews (CPIR), and partner with Incident, Problem, and Configuration teams to ensure seamless operational stability.

Duration: 12-Month Contract (with high potential for extension or permanent conversion)

Work Arrangement: Hybrid (2 to 4 days per week on-site at GTA corporate operating centers in Toronto, Scarborough, or Mississauga)

Shift Schedule: Rotating coverage shifts (7:00 AM – 3:00 PM, 9:00 AM – 5:00 PM, or 11:00 AM – 7:00 PM); includes attendance at weekly Wednesday morning syncs (9:00 AM – 9:45 AM)

Advantages
Enterprise ITIL Scope: Drive change enablement and governance across high-volume, enterprise-level infrastructure and application environments.

12-Month Contract Stability: Secure a 1-year consulting engagement featuring potential extensions and pathways to permanent conversion.

Global Line-of-Business Exposure: Collaborate directly with cross-functional technology support teams and senior leaders across global business units.

Process Maturity Leadership: Shape ITSM process improvements, define KPI metrics, and lead stakeholder training initiatives within ServiceNow.

Responsibilities
Change Management Execution: Coordinate and execute day-to-day Enterprise Change Management processes, reviewing technical change records for completeness, integrity, regulatory compliance, and risk impact.

Meeting Facilitation: Chair and facilitate Technology Change Management meetings, CAB syncs, and change collision/conflict resolution sessions.

Post-Implementation Reviews (CPIR): Facilitate the Change Post-Implementation Review process to investigate failed/unplanned changes, document root causes, and track remediation plans.

ServiceNow & Process Improvement: Utilize ServiceNow to manage change workflows, maintain auditability, track asset dependencies, and recommend continuous improvements to ITSM processes.

Metrics & Reporting: Collect, analyze, and present key performance indicator (KPI) metrics and ad-hoc change operational reports to senior technology leadership.

Stakeholder Enablement: Conduct scheduled and ad-hoc ITIL process training for business units, ensuring adherence to enterprise change governance policies.

Qualifications
ITIL Certification: Active ITIL v4 certification is required (ITIL v5 or advanced modules are strong assets).

Process & Change Experience: 5+ years of dedicated professional experience in an IT process management or change enablement role within an enterprise operations environment.

ServiceNow Mastery: Hands-on experience using ServiceNow for change enablement, risk assessments, and asset/configuration tracking.

Technical & Operational Literacy: Proven background in operational IT, technical support, and reviewing complex technical architecture/change documentation.

Shift Flexibility: Ability to work rotating operational shifts (7:00 AM – 3:00 PM, 9:00 AM – 5:00 PM, or 11:00 AM – 7:00 PM) and report on-site 2–4 days per week across GTA facilities.

Communication & Sense of Urgency: Excellent verbal and written communication skills, technical documentation precision, and strong interpersonal skills under fast-paced operational conditions.

Education: Post-secondary degree or diploma in Computer Science, Information Technology, or a related field.

Preferred Assets & Nice-to-Haves
Prior experience operating within a major Financial Institution (FI) or highly regulated enterprise environment.

Hands-on experience integrating Change Management with Incident, Problem, and Asset/Configuration Management (CMDB) disciplines.

Summary
If you are an ITIL-certified Technical Analyst who pairs 5+ years of enterprise Change Management experience with deep ServiceNow expertise, technical document review skills, and a proactive operational mindset, this 12-month hybrid contract opportunity is an ideal next step. Bring your change governance precision, risk evaluation skills, and collaborative communication to our client's technology operations team today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.