Analyst, IT Service Management (Change Analyst)
This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.
Why WestJet:
Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.Join us, this is where your career story takes off.
Overview of role:
The Analyst, IT Service Management (Change Analyst) is responsible for being a technical resource within the team the role reports to, supporting the various technology systems that are key to delivering value to WestJet. Reporting into the Sr.Service
Manager, IT Service Management (ITSM), the Analyst, Change Management will ensure the integrity of WestJet’s environments. This role is based on the ITIL best practices, focusing on ITIL functions and integrations with Release, Problem, Incident, and Service Management.The Analyst, Change Management will support the design, implementation and sustainment of the Change Management processes, procedures and guidelines. The Analyst, Change Management will adhere to standardized methods and procedures to minimize service impact and risk while participating in continuous service improvement. Can be asked to provide input on developing requirements and propose solutions that meet business needs.
Key deliverables / responsibilities include:
- Participates in Change Management tasks within product team, including Change evaluation for audit compliance
- Perform risk and impact assessment for all changes
- Provides change process knowledge with consistency and precision
- Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within
- Ticket management, documentation of steps taken to improve work items
- Knowledge management input, development of support runbooks and transition to operation process
- Strong understanding of ServiceNow and able to detect errors and suggest improvements on functionality relevant to people and the process
- Understands C-SOX, PCI and regulatory requirements
- Ensure compliance with IT governance following COBIT guidelines
- Improvement of security posture within technology stack supported
- Participation in relevant audits if required
- Prepare and chair all CAB/TAB meetings where required
- Assist with Change training on process enhancements and onboarding as well as document creation and revisions
- Bachelor's degree in Technical Field or Recognized Industry Standard Post-Secondary Certification or Equivalent
- 2-3+ years of IT experience (1+ years of experience within an IT Change Management role an asset)
- ITIL Certification (V3 or V4)
- Strong proficiency with ServiceNow
- Excellent time management skills, ability to manage multiple items and priorities
- Incident and problem management skills an asset
- Willingness to learn related technology and business process
- Highly attentive to detail, understands importance of accuracy and responsiveness
- Ability to work well under pressure and handle any conflicts in a professional manner, work to strict guidelines and proactively manage the levels of demand
- Excellent documentation, written/verbal skills
- Demonstrated initiative and solution orientation, with a track record of putting ideas forward and presenting them upward
- Skilled in developing effective presentation materials for target audiences at all levels of the business, and with both technical and non-technical people
- Builds Trust and Credibility by consistently adhering to the organization’s business principles and values. Is direct, truthful, and trustworthy by co-workers, vendors, and customers.
- Committed to results by taking personal responsibility for achieving mutually agreed upon individual/team objectives.
- Demonstrates a desire to help and serve internal/external customers to meet their needs.
- Recovers quickly after change, disruptions, or mistakes and can remain productive and focused. Is adaptable and can apply lessons learned in one situation to another situation
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.
The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.
Our safety promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk.All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.
Our commitment to diversity, equity and inclusion
We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talent@westjet.com.
We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.
For more information about everything WestJet, please westjet.com/aboutus.
If you wish to withdraw your application or request that your personal information be deleted, please contact us at talent@westjet.com.
