Analyst, IT Service Management (Change Analyst)

Role Overview

The IT Service Management Analyst specializing in Change Management supports key technology systems essential to WestJet's value delivery. Reporting to the Sr. Service Manager of ITSM, this role adheres to ITIL best practices—integrating change with release, problem, incident, and service management. The position demands in-person collaboration up to five days weekly, with possible updates based on business needs.

Primary Responsibilities

• Engage in Change Management activities within the product team, ensuring audit compliance through thorough change evaluations.
• Conduct comprehensive risk and impact assessments for all changes.
• Maintain consistent and precise expertise on change management processes.
• Understand the overall architecture of the supported technologies and diagnose issues effectively.
• Handle ticket management and document remediation steps undertaken.
• Contribute to knowledge management by developing support runbooks and facilitating operational transitions.
• Possess strong ServiceNow proficiency, identifying errors and suggesting functional improvements.
• Ensure familiarity with C-SOX, PCI, and other regulatory frameworks.
• Follow IT governance principles in line with COBIT standards.
• Support enhancement of security measures within the technology stack.
• Participate in audits when necessary.
• Prepare and lead CAB/TAB meetings as required.
• Assist with training on change process improvements and onboarding, including preparation and updates of documentation.

Experience and Qualifications

• Bachelor’s degree in a technical discipline, recognized industry certification, or equivalent credential.
• 2 to 3 years of IT experience, with at least 1 year in a change management capacity being advantageous.
• ITIL Certification (Version 3 or 4).
• Advanced skills with ServiceNow platform.
• Strong time management capabilities to juggle multiple priorities effectively.
• Knowledge of incident and problem management considered a plus.
• Eagerness to learn relevant technologies and business workflows.
• Exceptional attention to detail with a commitment to accuracy and promptness.
• Ability to perform under pressure, manage conflicts professionally, and adhere to strict protocols while proactively handling workload demands.
• Superior documentation and communication skills, both written and verbal.
• Demonstrates initiative and solution focus, proactively proposing ideas and escalating them appropriately.
• Experienced in creating compelling presentations suited for diverse audiences, including technical and non-technical stakeholders.
• Builds trust and credibility by consistently aligning with organizational values and principles.
• Accountable for delivering agreed-upon individual and team goals.
• Dedicated to serving and meeting the needs of internal and external customers.
• Adaptable and resilient, able to recover promptly from changes or setbacks while applying learned lessons.

Additional Information

The position requires adherence to WestJet's safety and security standards including passing pre-employment alcohol and drug testing as it is classified safety-sensitive. This role emphasizes diversity, equity, and inclusion, encouraging applicants of all backgrounds to apply. Accommodation during the selection process is available upon request.

Benefits

• A collaborative and enjoyable workplace culture focused on collective success.
• Access to travel privileges for employees and their families starting from day one.
• Comprehensive savings and benefits programs tailored to individual needs.

About WestJet

WestJet, established in 1996, has grown from a small airline to one of Canada’s leading carriers and vacation providers. Operating nearly 200 aircraft and serving over 100 destinations globally, WestJet is recognized for affordable, accessible travel and inclusive workplace culture.