Responsibilities The IT Service Support Analyst is responsible for designing, developing and analyzing IT service management governance, processes and standards in support of the successful delivery and continuous improvement on IT service to the customers. Designs and develops IT service management processes and drives for continuous improvement. Liaises with customers and BTS staff to define, develop, renew and maintain Service Level Agreements. Establishes reporting mechanisms and techniques, conducts in depth analysis and reporting for IT service management processes. Provides service support expertise to BTS staff and promotes the awareness of IT service management processes. Performs the role of functional lead for service management projects. Qualifications Education: Diploma in Computer Science from a recognized institute of technology including courses in business/systems analysis and the use of development tools. Certifications in ITIL Foundations and process improvement methodologies are required. Experience Requires three and a half (3.5) years recent experience in information technology in a large enterprise environment including two (2) years in a IT service management environment designing, transitioning, operating and improving services. A further period of up to six (6) months in the position is required to become familiar with assigned TransLink enterprise information systems, policies, procedures, environment and its user requirements. Work Schedule 37.5 hours per week. This is a full-time temporary position for seven (7) months. Work Designation Remote. Rate of Pay Salary $8,236 - $9,896 per month. The Total Compensation Package includes Extended Health, Transit Pass and enrollment in the Public Service Pension Plan upon eligibility. Focus on your development through training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Equal Employment Opportunity TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at #J-18808-Ljbffr