ITSM Analyst

What is it like to be an ITSM Analyst at Northbridge Financial

The ITSM Analyst II will report to the Manager, Integrated Service Management in our GRC department.  This role will be responsible for the development, implementation, management and continuous improvement of IT Service Management processes and practices to support the delivery of IT services.

We want your talent

If you are great at:

• Ability to plan, organize, and manage multiple demands and changing priorities
• Ability to prioritize and multitask while maintaining a customer service focus
• Ability to recognize the appropriate steps and contact points when resolving an issue within established guidelines
• Ability to organize, interpret, and apply data/information from a variety of sources
• Ability to develop and maintain effective working relationships with both internal and external business contacts
• Good analytical, problem-solving, investigative, and decision-making skills
• Good communication (spoken and written) skills to explain processes and terms
• Good interpersonal skills with the ability to build strong relationships
• Demonstrated commitment to ongoing professional and technical development

If you have:

• Bachelor’s degree, Diploma or Certificate in Computer Science, Business Administration or other related field, or equivalent combination of education and experience.
• 3-5 years’ experience working in a technology environment.
• Understanding of ITSM principles, processes and methodologies with ITIL foundation certificate required.
• Experience with ITSM software applications and tools, analysis, and reporting.
• Experience in working with a cross functional team is an asset.
• Basic knowledge of insurance, business, and technical areas; Property and Casualty Insurance experience an asset.

We really mean it when we say we put you first. Here are a few ways how:

• Hybrid work! you get to work from the office and at home 50/50, allowing you to manage both worlds with the ease and flexibility you need.
• We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more!
• We help you prioritize your well-being from day one through flexible health benefits, early leave days, wellness programs, rewards, and recognition programs.
• We are invested in helping you grow in your career through education assistance, internal mobility, and mentoring programs.
• NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days.

We’re committed to pay transparency and fairness. The base salary range for this role is $82,000 - $123,000, which reflects the expected base pay – not the total compensation package. The actual base salary may vary depending on your experience, skills, and alignment with the position. We’re also open to candidates at different levels, so if this range doesn’t quite match your expectations, don’t let that hold you back — we’d still love to hear from you.

This is a real opportunity — we’re actively hiring! If the role sounds like a good fit, we encourage you to apply. Beyond base pay, we offer a robust Total Rewards program that includes benefits, wellness support, and other meaningful perks.

We also want to be transparent about our hiring process. While one of our systems includes AI capabilities, over 99% of our screening is done by real people. We believe in thoughtful, human-centered hiring decisions, and are committed to giving every application the attention it deserves.

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Who we are:

We’re Northbridge Financial. We’re proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance, Federated Insurance, and TruShield Insurance brands. We have a reputation for being one of Canada’s leading commercial property and casualty insurance company. Our employees are dedicated to understanding the needs of our customers and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Northbridge.

At Northbridge Financial we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.