ITSM Analyst
Fredericton, NB
Reference # JG-NBL-9526
Meridia Recruitment Solutions has partnered with Alcool NB Liquor (ANBL) on their search for an ITSM Analyst to join their team.
As one of Atlantic Canada’s Top Employers for 2025 and 2026, ANBL is proud of the people-first culture they’ve built together with their team members and the passion their team brings to work every day.
Alcool NB Liquor (ANBL) is New Brunswick's provincial Crown corporation responsible for the purchase, importation, distribution, wholesale and retail sale of alcoholic beverages across the province. They are passionate about their purpose of giving back to New Brunswickers by responsibly enhancing occasions, providing a superior service experience to their customers, spending time in their communities, and fostering strong relationships with their industry and vendor partners. With a corporate head office and over 70 retail locations, ANBL operates alongside Cannabis NB (CNB) as one IT team with shared IT infrastructure and solutions, working in close partnership with Service NB and other 3rd party service providers to deliver reliable technology services across the organization.
Position Scope:
Reporting to the Manager, Service Management Office, the ITSM Analyst will support the governance, effective operation, and continuous improvement of IT Service Management processes across ANBL. This is a 24-month contract role with the potential for two 6-month extensions. The Analyst will help define, document, and implement foundational ITSM processes, ensure adherence to ITIL-based practices across incidents, service requests, problems, changes, and configuration items, and collaborate with technical teams and business stakeholders to maintain service quality and performance.
Responsibilities:
Position Requirements:
Assets:
Fredericton, NB
Reference # JG-NBL-9526
Meridia Recruitment Solutions has partnered with Alcool NB Liquor (ANBL) on their search for an ITSM Analyst to join their team.
As one of Atlantic Canada’s Top Employers for 2025 and 2026, ANBL is proud of the people-first culture they’ve built together with their team members and the passion their team brings to work every day.
Alcool NB Liquor (ANBL) is New Brunswick's provincial Crown corporation responsible for the purchase, importation, distribution, wholesale and retail sale of alcoholic beverages across the province. They are passionate about their purpose of giving back to New Brunswickers by responsibly enhancing occasions, providing a superior service experience to their customers, spending time in their communities, and fostering strong relationships with their industry and vendor partners. With a corporate head office and over 70 retail locations, ANBL operates alongside Cannabis NB (CNB) as one IT team with shared IT infrastructure and solutions, working in close partnership with Service NB and other 3rd party service providers to deliver reliable technology services across the organization.
Position Scope:
Reporting to the Manager, Service Management Office, the ITSM Analyst will support the governance, effective operation, and continuous improvement of IT Service Management processes across ANBL. This is a 24-month contract role with the potential for two 6-month extensions. The Analyst will help define, document, and implement foundational ITSM processes, ensure adherence to ITIL-based practices across incidents, service requests, problems, changes, and configuration items, and collaborate with technical teams and business stakeholders to maintain service quality and performance.
Responsibilities:
- Partner with IT leadership to define, document, and launch foundational ITSM processes, beginning with incident, request, and change management
- Support day-to-day ITSM activities to ensure effective management of incidents, service requests, problems, and changes across the IT environment
- Monitor ticket queues, validate data quality, and ensure tickets are properly triaged, assigned, and resolved within agreed service levels
- Ensure adherence to established SLAs, OLAs, and escalation paths; identify incident trends and operational bottlenecks to support problem management
- Contribute to the assessment, documentation, and execution of changes; participate as a member of the Change Advisory Board (CAB) and serve as backup to the chair
- Ensure configuration data (CMDB) is accurate, complete, and maintained in alignment with service asset and configuration management standards
- Analyze service performance data and prepare reports covering metrics such as MTTR, backlog trends, and first contact resolution
- Identify improvement opportunities and support root-cause analysis to enhance service reliability and user experience
- Create and maintain process documentation, workflows, knowledge articles, and SOPs for both IT staff and end users
- Support major incident coordination by gathering data, documenting timelines, and tracking actions
- Work closely with support engineering, infrastructure, application, and security teams to ensure end-to-end service delivery
Position Requirements:
- Degree in Computer Science, Information Technology, Engineering, Mathematics, or a related field
- 3+ years of experience in an IT Service Desk, IT Operations, or IT Service Management environment
- Experience working with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, Jira Service Management, Freshservice, or similar
- Working knowledge of modern IT environments including networks, cloud platforms, virtualized systems, servers, and application landscapes
- Demonstrated experience formalizing ITSM processes aligned to ITIL methodologies
- Analytical skills with the ability to collect, interpret, and translate service performance data into actionable insights
- Experience preparing dashboards, service reports, and insights for process owners and service managers
- Strong documentation skills and the ability to explain process or conceptual changes to non-technical audiences
Assets:
- ITIL 4 Foundation certification
- Additional ITSM tool certifications such as ServiceNow Fundamentals or Jira Service Management
- Basic project or change management experience
To express interest in this opportunity please apply online by clicking "Apply Now" below:
For more information about this exciting opportunity please contact Jamie Grant, Partner, at jgrant@kbrs.ca or Nick Leadbetter, Senior Recruitment Specialist, at nleadbetter@kbrs.ca. If you require accommodation to participate in the recruitment process, please let Nick know.
Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.
To learn more about Meridia Recruitment Solutions, our job opportunities, and career advice we invite you to explore our site and subscribe for career alerts.
For more information about this exciting opportunity please contact Jamie Grant, Partner, at jgrant@kbrs.ca or Nick Leadbetter, Senior Recruitment Specialist, at nleadbetter@kbrs.ca. If you require accommodation to participate in the recruitment process, please let Nick know.
Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.
To learn more about Meridia Recruitment Solutions, our job opportunities, and career advice we invite you to explore our site and subscribe for career alerts.
