Location Brookfield Place - 181 Bay Street Technology Services Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups, comprised of approximately 6,500 users. Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Position Summary: The Senior Analyst, ITSM Governance & Service Assurance is responsible for establishing, governing, and improving core ITSM processes to deliver consistent, measurable, and value-driven service outcomes. The role oversees Service Catalog Management, Request Fulfillment, Knowledge Management, Reporting & Analytics, Service Assurance, and ITSM education programs to ensure process standardization, compliance, and continual improvement across global operations. Key Responsibilities ITSM Process Governance & Ownership Govern end-to-end ownership of core ITSM processes, including Service Catalog, Request Fulfillment, Knowledge Management, and Reporting & Analytics. Define and maintain clear roles, responsibilities, and decision rights (RACI) to ensure consistent execution across Technology Services. Ensure ITSM processes are documented, auditable, and followed consistently, with a strong focus on compliance and accountability. Partner with Process Owners and Service Owners to resolve gaps, correct issues, and mature processes over time. Service Assurance & Continuous Improvement Monitor service performance and process outcomes through monthly reviews, trend analysis, and assurance activities. Identify recurring service issues and work with delivery teams to resolve root causes. Maintain a visible, tracked improvement backlog to ensure corrective actions are implemented and measured. Proactively prevent repeat service issues and improve overall service reliability. ITSM Training, Enablement & Adoption Help teams understand ITSM processes, expectations, and why they matter. Develop and deliver training materials covering ITSM rules, expectations, and best practices. Lead ITSM onboarding for new TS employees and deliver ongoing refresher training. Enable teams to follow ITSM processes independently with minimal oversight. Service Catalog Management Own governance of the enterprise Service Catalog, ensuring accuracy, clarity, and usability. Partner with ServiceNow Operate and Service Owners to manage and optimize a catalog of 300+ services, workflows, SLAs, and request models. Govern service onboarding, changes, and retirement, including quarterly catalog reviews to remove redundancy. Monitor catalog usage and performance and drive continuous improvement. Ensure clear, user-friendly knowledge and guidance supports effective catalog use. Service Request Fulfillment Govern request fulfillment to ensure they are handled quickly, consistently, and correctly. Define and standardize request models, workflows, approvals, and fulfillment tasks. Monitor fulfillment performance, backlog, and cycle times; identify bottlenecks and improvement opportunities. Work with delivery teams to simplify workflows, improve efficiency, and increase CSAT. Knowledge Management Lead governance of the enterprise Knowledge Management framework using Knowledge-Centered Service (KCS) principles. Define standards for creating, reviewing, and maintaining high-quality knowledge articles. Ensure knowledge is accurate, easy to find, and optimized for automation and AI use. Conduct regular quality reviews and use analytics to improve knowledge effectiveness, first-contact resolution, and customer experience. Reporting, Analytics & Data Integrity Ensure ServiceNow reports and dashboards are accurate, consistent, and trusted. Govern data definitions and quality so metrics are consistent across teams and processes. Design and maintain dashboards that provide clear insight into service performance, compliance, and trends. Translate reporting into actionable insights that support decision-making, audits, and continuous improvement. Process Automation & Optimization Identify manual, inefficient, or error-prone steps across ITSM processes. Partner with Service Owners and ServiceNow Operate to prioritize and deliver automation and workflow improvements. Drive measurable improvements in speed, quality, consistency, and effort reduction across ITSM processes. What Success Looks Like The Senior Analyst will have: Established clear ownership, RACI, and consistent execution for core ITSM processes. Improved service reliability by identifying and eliminating repeat service issues. Increased process compliance and data quality through effective governance and training. Improved request fulfillment speed and customer satisfaction. Strengthened knowledge quality, findability, and usage across Technology Services. Delivered trusted reporting that drives informed decisions and audit confidence. Implement automation and improvements that measurably reduce manual effort and errors. Qualifications Required Bachelor’s degree in Information Technology, Business Administration, or a related field. 4-6 years of experience in ITSM with a focus on governance and service assurance. Strong working knowledge of ITIL v4 principles and lifecycle management. Hands-on experience with ServiceNow; Power BI experience is an asset. Strong analytical, documentation, and stakeholder engagement skills. Preferred ITIL Foundation certification (required or in progress). Experience with Knowledge-Centered Service (KCS). Experience operating in complex, global technology environments. Salary Range - CAD 85,000- 100,000 #LI-MW1 Position Opening Reason: New Position Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment. Brookfield is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act. Should you require a Human Rights Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.