ITSM Systems Analyst

November 10 2022
Industries Ecommerce, Multimedia
Categories Business Systems Analyst,
Halifax, NS • Part time

ITSM Systems Analyst

Halifax, NS, Canada Req #1460
Thursday, November 10, 2022

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

The successful candidate will be a key member of the Eastlink Business Applications team, focused on service management and workflow development/implementation, especially on ServiceNow. They will also provide support for cloud applications, ensuring security best practices are followed. They will work with groups across the business to identify and adapt existing processes into ITSM workflows, monitor key metrics to ensure applications are well maintained to deliver quality service to internal and external customers. The role will provide a high level of technical escalation in troubleshooting and resolution of complex and/or critical outages as well as accept the ownership of the issue until it is resolved.


  • Perform ITSM systems development, design and implementation.
  • Analyze services and user feedback to continuously improve ITSM applications.
  • Troubleshoot and resolve outages.
  • Work with other groups within Eastlink to support their business requirements and projects initiatives.
  • Stay abreast of the latest technical advancements, market trends and competitive pressures.
  • Prioritize operational, planning and development work to ensure that the most important issues are resolved accordingly.

Post-secondary education in a relevant field (Computer Science, Data Communications/Networking, Information Technology) or equivalent industry experience.

Minimum 3+ years relevant experience in one or more of the following areas; ITIL/ITSM, ServiceNow Administration, System Administration, Agiloft, Saba and Request Tracker (RT).

Advanced level understanding of:

  • Active Directory/LDAP/SAML.
  • Data Modeling and Data Science principals.
  • Workflow.
  • Linux and Windows Operating Systems.
  • Networking.
  • SSL/TLS.

Any of the following certifications will be considered an asset but not strictly required:

  • ServiceNow Certified System Administrator (CSA) or any other ServiceNow training.
  • ITIL Foundation certification or higher.
  • JavaScript

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here!

Other details

  • Job Family Information Technology
  • Pay Type Salary
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