Service Analyst at Ontario Public Service – MPBSDP

Deliver day-to-day support for enterprise tools and services through service delivery and ticket management systems, ensuring resolution within SLAs. Create and maintain documentation for application support, service updates, governance meetings, enterprise upgrades and client onboardings, improving clarity and consistency across teams. Diagnose and resolve technical issues within enterprise applications by performing systems analysis, debugging error-bearing components and implementing corrective measures to ensure minimal downtime and service continuity. Developed and implemented automation scripts for routine high-volume operational tasks and associated testing, increasing process efficiency by 75%. Designed and maintained analytical data reports by leveraging SQL queries and database operations, enabling governance and executive teams to access real-time data for strategic portfolio and resource insights. Led the adoption of Agile practices, establishing Kanban-based task managemen