Service Management Analyst Jobs in Kitchener, ON

Descartes Unites the People and Technology that Move the World

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex.  By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they're needed, when they're needed. 

We're one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what's most important to them. Learn more at www.descartes.com.

We're growing fast and invite you to join our amazing team. 

Mission - Why the Job Exists

The IT Business Administrator - Change Management Analyst exists to ensure Descartes' global IT changes are governed consistently, efficiently, and compliantly. This role enables the business to deliver technology changes with confidence by coordinating change governance, strengthening operational discipline, improving audit readiness, and modernizing change management through automation, AI, and integration with modern software delivery practices.

 What success looks like and what you will do

1. Ensure governance excellence by coordinating the end-to-end IT Change Management process, with changes consistently following approved policies, procedures, and governance requirements.
2. Operate an effective Change Advisory Board (CAB) by preparing, facilitating, and documenting CAB and CAB Steering meetings, ensuring timely approvals and stakeholder alignment.
3. Maintain audit readiness by producing accurate change records, evidence, reports, meeting documentation, and supporting SOX, SOC, ISO, and other IT General Control (ITGC) requirements.
4. Improve operational efficiency by identifying opportunities to simplify change workflows through automation, standardized deployment models, AI-assisted evidence review, and CI/CD integration.
5. Strengthen data quality and reporting by maintaining accurate templates, records, calendars, approval matrices, operational metrics, and reporting that support informed decision-making.
6. Drive continuous improvement by analyzing change trends, outage patterns, maintenance windows, recurring exceptions, and process complexity to recommend measurable improvements.
7. Build strong cross-functional partnerships by working effectively across IT Operations, Product, R&D, Security, Finance, audit partners, and acquired businesses to continuously improve enterprise change governance.

Who we are looking for

• Experience coordinating IT Change Management processes, including RFC administration, CAB meetings, approvals, documentation, and governance.
• Working knowledge of IT General Controls (ITGC), including SOX, SOC, ISO, and related compliance frameworks.
• Understanding of CI/CD practices, Change Enablement, Change Authority concepts, and automated change workflows.
• Familiarity with AI-enabled process improvement and Agentic AI technologies; practical implementation experience is highly valued.
• Strong technical writing skills and analytical skills with the ability to produce policies, interpret operational metrics, procedures, executive summaries, training materials, process optimization. and stakeholder communications.
• Strong planning and facilitation skills for governance meetings and operational rhythms.
• Sound judgment when balancing governance requirements with business agility.

Qualifications

Required

• 2+ years of experience in IT Change Management, business administration, governance, audit support, process coordination, or a related IT operations role.
• Post-secondary education in Business, Information Systems, Technology, Cybersecurity, Audit, or a related discipline.
• Experience implementing AI-enabled or automated process improvements within IT governance.

Nice to have

• Certifications in ITIL, DevOps, cybersecurity, audit/compliance, or process improvement.

What's in It for You

At Descartes, you'll play a visible role in shaping how technology changes are governed across a global organization. You'll work with leaders across IT, Product, Security, R&D, Finance, and Audit to modernize enterprise change management while helping improve operational resilience and compliance.

This role offers the opportunity to:

• Influence the evolution of Descartes' global IT Change Management program.
• Help introduce AI, automation, and modern Change Enablement practices into enterprise operations.
• Gain exposure to enterprise and IT governance, operational excellence, compliance, DevOps, and digital transformation initiatives.
• Enjoy the flexibility of a remote-first workplace with the autonomy to own meaningful initiatives and deliver measurable business impact.

Location & Salary Range: This is a remote position, and the salary range for this role is $60,000-$70,000 CAD.

Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation. #LIRemote

Join Us

As we scale, we're looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We're entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact.  Join a team that's committed to working with customers to conserve resources and enhance sustainability.

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience.

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com. Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at hrna@descartes.com. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.