ITSM Business Analyst at J.D. Irving, Limited — NeverHard

In this role, you will support the design, improvement, and adoption of ITSM processes that enable efficient, measurable, and consistent service delivery. You will work across teams to improve processes, automate workflows, support change initiatives, and help drive stronger operational results. This is a great opportunity for someone who is passionate about organizational change, continuous improvement, and making work better through smarter processes and automation. If you are curious, collaborative, and excited by the opportunity to create meaningful impact, we would love to hear from you. This position requires full-time on-site presence. All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR). Responsibilities Analysis of current state, identification of pain points and inconsistencies Lead and support change initiatives related to improved processes, and ways of working Analyze workflows, identify gaps, and recommend improvements that increase consistency, quality, and performance Partner with technical teams to automate manual tasks and improve workflow efficiency Develop and monitor KPIs and service metrics to measure performance and improvement outcomes Create process documentation, reports, and dashboards that support governance and continuous improvement Collaborate with stakeholders to understand needs and translate them into practical service improvements Support governance by monitoring alignment to defined processes, controls, and service standards Facilitate workshops and discussions that drive alignment, decisions, and progress on improvement initiatives Qualifications Education required: A university degree, college diploma or a related discipline 2+ years’ work experience in ITSM, business analysis, process improvement, or organization change Curious, organized, and eager to learn Experience in an IT service delivery environment, Comfortable bringing structure and momentum to improvement initiatives Strong communication and stakeholder engagement skills Results-focused with a strong commitment to service quality Strong analytical skills and the ability to use KPIs and metrics to drive results Ability to work independently and collaboratively in a fast-paced environment Bonus Experience working with and in ServiceNow ITIL certifications Prosci Leading Change Entry Certification in Business Analysis (ECBA) Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions. We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities. Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly. We appreciate your interest in our company however only those candidates selected for an interview will be contacted. About The Team The belief that what people experience matters more than technology is part of our foundational core. We also believe that our ability as a team grows exponentially when we share success. These centering values – some of our non-negotiables - guide our decisions and inform how we show up daily. Join a team that aims to simplify the path forward and inspire commitment. With over 380 employees centralized in Saint John, Fredericton, Dieppe and Halifax, we offer the opportunity to create real value by helping people and businesses work smarter. JDI IT supports the entire J.D. Irving Limited group of companies which means we offer opportunities and experiences across a wide breadth of IT areas, businesses and industries. As a member of the JDI IT team, you will be a key player in enabling the business to win by overcoming obstacles and “getting it done”! We believe in the power of diverse teams and invest in continuous professional growth. We are seeking naturally curious change makers looking to join a collaborative and motivated team. Come help JDI IT Raise the Bar!