IT Service Delivery Analyst

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as Waterstone Canada’s Most Admired Corporate Cultures, Canada’s Top Growing Companies, and the TSX
30, highlighting us as one of the top performers on the TSX. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies.  These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and Lend Care.

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you! Join us, and together, let's create a future of financial empowerment.

We’re looking for an IT Service Delivery Analyst to join our growing team. In this role, you’ll be responsible for providing second- and third-level support for business-critical applications and managing the triage process across internal teams and external service providers. You’ll also play a key role in core IT service management functions, including Major Incident Management, Change Management, Problem Management, and Service Request Management.

What will you be doing?

• Take ownership of major incidents by coordinating resolution efforts, ensuring timely and effective communication with stakeholders, and conducting post-incident reviews.
• Issue major incident management notices and collaborate with internal technology teams, external vendors, and cross-functional groups to restore services.
• Review and approve internal change requests; participate in and occasionally host weekly CAB (Change Advisory Board) meetings; report scheduled changes to senior leadership.
• Provide reporting on service breaches and SLAs (Service Level Agreements) to stakeholders and senior leaders.
• Proactively monitor business-critical applications and recommend improvements to IT service delivery processes and procedures.
• Deliver RCA (Root Cause Analysis) and post-mortem reports to business stakeholders.
• Support daily operations across all ITIL (Information Technology Infrastructure Library) processes, including Incident, Major Incident, Change, Problem, and Knowledge Management.
• Drive the implementation of service improvement plans by providing guidance, content, and collaboration with resolution groups and service providers.
• Collaborate with other IT departments to gather requirements for new or modified services.
• Participate in internal and external service review meetings, including those with external service providers.
• Identify, recommend, and contribute to the implementation of service improvements related to ITSM (Information Technology Service Management) operations.

On Call Support:

• The IT Service Management team participates in on-call duties on a rotational basis.
• Responsibilities include attending Major Incident Management bridge calls during severity-level incidents, requesting regular updates from technical teams involved, and communicating those updates to business stakeholders.
• The on-call team member is responsible for managing and driving the severity incident through to resolution, under the guidance of the Major Incident Management team.

What experience do you have?

• University degree in Engineering, Computer Science, Information Technology, or equivalent preferred.
• 2+ years of experience working on an IT service desk.
• 3–5+ years of experience in an IT Service Management role.
• Proven ability to lead, make decisions, and solve problems effectively.
• Strong ability to prioritize and…