ITSM Analyst

Job Description

Parkbridge, an operating platform of QuadReal Property Group, is Canada’s leader in modular housing and the largest builder, owner, and operator of residential land lease communities in the country. With over 25 years of experience, Parkbridge professionally manages more than 55 communities and 30 resorts across the country. Parkbridge enables Canadians to buy their first home sooner, seniors to downsize, and families to vacation at RV resorts that benefit from activity programs and included amenities.

QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full‑service real estate operating company, QuadReal has expanded its capabilities globally for investments in equity and debt in both the public and private markets. QuadReal invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships. QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves.

Role Description

The ITSM Analyst supports the execution and coordination of IT Service Management (ITSM) processes within QuadReal’s IT Service Management framework. Reporting to the ITSM Manager, the role ensures process adherence, maintains data integrity in ServiceNow, and collaborates closely with Service Desk, technical teams, and stakeholders to enable effective IT service delivery. Responsibilities evolve to support QuadReal’s ITSM maturity and service delivery objectives.

Key Responsibilities

ITSM Process Execution

• Execute ITSM process activities in accordance with approved policies, standards, and procedures across assigned ITSM practices.


• Support all ITSM processes as required across the organization.


• Ensure consistent process adherence and data quality across all ITSM activities.


• Coordinate cross‑functional activities with Service Desk, Infrastructure, Application Support, and other IT teams.


• Escalate process issues, risks, and improvement opportunities to the ITSM Manager.

IT Asset Management (ITAM)

• Execute IT Asset Management activities across the complete asset lifecycle (request, procurement, deployment, maintenance, retirement).


• Maintain accurate asset records in ServiceNow Asset Management module.


• Perform asset audits, reconciliation, and data quality validation across ITAM, CMDB, and financial systems.


• Track software licenses and support license compliance audits and vendor reviews.


• Coordinate asset deployment, moves, adds, changes, and disposals (IMACD) with IT teams and stakeholders.


• Support asset reporting for management, Finance, and audit purposes.


• Identify opportunities for asset process improvement and automation.

Change Enablement

• Ensure change requests are logged, categorised appropriately, and coordinated in ServiceNow.


• Perform change assessments and impact analysis in coordination with technical teams.


• Prepare Change Advisory Board (CAB) materials including change summaries and risk assessments.


• Document CAB meeting minutes, decisions, and action items.


• Coordinate change implementation activities and track change status.


• Support post‑implementation reviews and ensure change documentation completeness.


• Monitor change compliance and adherence to change management procedures.

ServiceNow Administration & Data Management

• Provide suggestions and input towards development and updating of workflows, forms, catalog items, notifications, and reports.


• Monitor data quality and integrity across ServiceNow ITSM modules and identify areas of concern.


• Assist with implementing data quality fixes and improvements.


• Maintain Configuration Management Database (CMDB) accuracy and CI relationships.


• Perform regular data cleansing, reconciliation, and maintenance activities.


• Support ServiceNow integrations with discovery tools and other systems.

Process Documentation & Improvement

• Create and maintain process documentation, work instructions, and knowledge base articles.


• Document standard operating procedures (SOPs) for ITSM processes.


• Identify opportunities to improve ITSM processes through automation and optimisation.


• Participate in process improvement initiatives and support ITSM maturity advancement.


• Support reporting and visibility into ITSM process performance and data quality.

Training, Enablement & Collaboration

• Provide guidance to IT staff on IT Asset Management and Change Enablement processes and procedures.


• Train users on ServiceNow self‑service capabilities for asset requests and changes.


• Support Service Desk with escalated ITSM‑related questions.


• Foster collaboration between ITSM, Service Desk, and technical teams.

The role may assume additional responsibilities as required to support organisational objectives.

Qualifications

• 3‑5 years of experience in IT operations, IT service management, or related field.


• Experience supporting ITSM processes including asset management or change management.


• Working knowledge of ITIL 4 framework and ITSM best practices.


• Hands‑on experience with enterprise ITSM platforms (e.g., ServiceNow, Jira Service Management).


• Experience with IT asset lifecycle management and software license management.


• Understanding of CMDB concepts, CI relationships, and configuration management.


• Strong organisational skills, attention to detail, and ability to manage multiple priorities.


• Strong analytical, communication, and stakeholder management skills.

Preferred Qualifications

• ITIL 4 Foundation certification.


• Software Asset Management (SAM) or IAITAM certification.


• Experience with asset discovery tools (e.g., ServiceNow Discovery, LANDesk, SCCM).


• Experience supporting Change Advisory Board (CAB) activities.


• Experience in hybrid IT environments (on‑premises, cloud, SaaS).

This job posting is for an existing vacancy within our organisation.

The expected annualised base salary range for this role is $70,000 – $90,000.

Based on the position, QuadReal offers a competitive total rewards package in addition to the base pay, which may include a performance‑based incentive plan, comprehensive health & dental benefits, pension plan, and paid time off. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, market compensation of the role, and consideration to internal equity.

We value diverse experiences and perspectives. Even if your skills don’t align 100% with the listed qualifications or salary range, we encourage you to apply – you may be a great fit for this role or others in our community. Applicants may also be considered for alternative positions within the organisation where their qualifications and experience align more closely with available opportunities.

We use artificial intelligence (AI) technology — alongside human review — to assist in screening and assessing applicants for this position. Our recruitment team remains involved in all decisions.

Note to Recruiters: QuadReal and Parkbridge do not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.

#HYBRID