Service Management Analyst Jobs in Moncton, NB (NOW HIRING)

WHO WE ARE Mariner innovates always and everywhere, turning novel ideas into practical solutions. From products and services to venture creation, we build better futures powered by people. Our purpose has always been to be a great, everlasting technology company for those who make an impact - elevating people, data, and technology in the best way to solve hard problems. We partner with people embracing change, leveraging data, cybersecurity, cloud, and change management to drive successful business outcomes that matter to our customers. Mariners build for change. Like SHIFT Energy, our energy management and decarbonization company. Or East Valley created to scale social economic impact in our communities through investment and mentorship of emerging change-makers and their companies. Mariner s purpose has always been to be a great, everlasting technology company and the core values that guide us every day are: OUR VALUES We care for our team. We care about the impact we have on our community. We serve by solving complex problems. We grow because growth fuels opportunities. We innovate always and everywhere. We build a business that lasts. OVERVIEW OF THE ROLE We are seeking an experienced Project Manager or Business Analyst with strong IT Service Management (ITSM) experience to support the implementation and improvement of ITSM capabilities within a client environment. The role will work across business, IT, security, and technical teams to define requirements, improve service management processes, and support implementation, with a focus on security request handling, workflow automation, and efficient service delivery. WHAT YOU LL BE DOING IN THE ROLE Support the planning, implementation, and enhancement of ITSM processes, capabilities, and supporting technology Assess current-state service management processes and identify gaps, opportunities, and areas for improvement Work with business, IT, security, and technical stakeholders to gather, analyze, and document requirements Define future-state processes, workflows, roles, responsibilities, and service management requirements Support ITSM processes such as incident, service request, change, problem, and related service management practices Define and improve security request handling, including request intake, routing, approvals, escalation, tracking, and fulfillment Identify opportunities to automate service requests, security requests, approvals, notifications, routing, and other repeatable workflows Facilitate stakeholder workshops and working sessions to align on requirements, processes, priorities, and implementation decisions Translate business needs into functional requirements, user stories, process flows, and technology-enabled workflows Coordinate implementation activities across business, technical, security, and vendor teams Support project planning, scope and schedule management, risk and issue management, status reporting, and stakeholder communications Support testing, validation, deployment, documentation, change readiness, and adoption of new ITSM processes WHAT SKILLS / QUALIFICATIONS YOU LL NEED TO DO THE JOB 5+ years of experience in Project Management, Business Analysis, IT Service Management, with demonstrated experience supporting ITSM implementations or process improvement initiatives. Demonstrated experience supporting or leading ITSM implementations, transformations, or process improvement initiatives Strong understanding of ITSM principles and processes, including incident, request, change, and problem management Strong background in assessing current-state processes, gathering requirements, facilitating stakeholder workshops, and designing practical future-state workflows Proven ability to plan and coordinate technology implementations, including scope, schedules, milestones, dependencies, risks, and issues Hands-on experience designing service request workflows, including approvals, escalations, fulfillment, and security-related processes within an ITSM environment Ability to identify and implement opportunities for workflow automation and process improvement Experience supporting initiatives through requirements, design, testing, deployment, change readiness, and adoption Ability to work effectively across business, IT, security, technical, and vendor teams Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice, or similar is considered an asset ITIL, PMP, PRINCE2, CBAP, CCBA, or related certifications are considered assets Experience with cybersecurity or information security processes, workflow automation, or client-facing consulting environments is considered an asset. AND YOU ARE... Always improving your skills and knowledge: you want to be the best at what you do Curious and creative; comfortable taking on new problems and challenges A self-starter with the ability to recommend priorities to the project leader Comfortable working through problems and figuring things out with minimal supervision Great problem-solving skills: thorough and reliable Able to work in a team: share knowledge and assist other team members A good communicator: able to explain your ideas and recommendations Well organized and dependable under pressure: you manage your time effectively Energized by our company values! MARINER OFFERS YOU: A values-driven workplace where people really matter Hybrid work environment. Competitive salary, retirement savings program, and rewards program Comprehensive health, dental, vision, life and disability insurance plans and access to e-health care Paid vacation, maternity/parental leave, paid sick leave and paid Mariner MyLife days Unlimited training WHY MARINER? We believe in making a positive impact in the communities where we live and work! Not only are we passionate about nurturing a thriving technology sector here in Atlantic Canada, but we are also committed to solving technology challenges that will make an impact worldwide. Technology is everlasting, and we take pride in connecting world class talent to world class projects and business solutions. If you are an IT Professional, Software Professional, or Management Consultant, that is passionate about career development, data, and problem solving, we want to hear from you! If this sounds like someone you know, share this with them so they do not miss the opportunity to experience Mariner! To achieve this, we know we need to be all in on training and development of our team so we can continue to move the needle in the technology sector together. Of course, we offer competitive compensation and benefits packages to our team, but our competitive edge is the development and training that our team experiences every day. Be part of our vibrant community that values diversity and embraces inclusion at every level. We are committed to fostering a culture where individuals from all backgrounds and walks of life feel empowered to contribute their unique perspectives. Our collaborative environment celebrates the richness of ideas and experiences, and we believe that by embracing diversity, we can achieve greater innovation and excellence together. Come and help us create a workplace that reflects the beautiful tapestry of our global community. Join our growing team!