Specialist Cyber Service Management
Toronto, Ontario • Direct Hire • August 11, 2026 • 89711
Base Salary Range: $115672 - $160649
| Job Title | Specialist Cyber Service Management |
| Division | Office of the Chief Information Security Officer |
| Reports To | |
| Salary Range | $115,672 to $160,649 |
| Work Location | 55 John Street, Toronto |
| Job Type | Permanent Full Time |
| Shift Information | Monday to Friday, 35 hours work week |
JOB SUMMARY:
To provide specialized business, operational, and analytical support for Toronto Cyber Security’s cyber service intake, service catalogue, reporting, and service delivery processes.
The role is responsible for administering and improving intake workflows, maintaining service catalogue and knowledge management content, supporting triage and routing, and developing dashboards and reports that provide visibility into service demand, workload, SLA trends, service performance, backlog, and operational risks.
Working closely with cyber leads, risk assessors, technology and project teams, and business stakeholders, the role ensures cyber service requests are captured accurately, routed appropriately, monitored consistently, and supported by reliable data, documentation, and reporting.
The role also supports ongoing service delivery modernization, including improvements to existing workflows and reporting, as well as future transition planning for potential enterprise service management and risk management platforms.
MAJOR RESPONSIBILITIES:
- Administers and supports the cyber service intake process, including intake queue monitoring, request validation, workflow hygiene, routing, triage support, and coordination with internal cyber service teams.
- Develops, maintains and improves cyber service catalogue information, including service descriptions, request types, intake criteria, service ownership, workflow triggers, routing rules, and client-facing guidance.
- Supports the ongoing operation and improvement of Jira-based intake workflows, confluence pages, dashboards, queues, saved filters, labels, fields, statuses, automations, and reporting views.
- Develops, maintains, and enhances operational dashboards and reports to provide visibility into intake volumes, active assessments, service requests, workload distribution, SLA performance, aging items, backlog, service trends, and key operational risks.
- Uses reporting and analytics tools such as Jira dashboards, Tableau, Power BI, Excel, and related data sources to produce accurate, timely, and decision-useful reporting for management and service leads.
- Works with service owners and subject matter experts to define reporting requirements, validate data definitions, improve data quality, and ensure metrics are aligned to operational processes and business needs.
- Analyzes cyber service delivery data to identify trends, bottlenecks, exceptions, data quality issues, workflow gaps, and opportunities for process improvement.
- Prepares recurring and ad hoc reports, briefing materials, dashboards, charts, and analysis to support leadership decision-making, operational planning, service reviews, and governance discussions.
- Supports intake and assessment process improvements, including simplification of intake forms, refinement of request categories, improved routing logic, and alignment of workflows to service delivery objectives.
- Coordinates with project and cyber teams, and business stakeholders to clarify intake information, support request completeness, and ensure appropriate service engagement.
- Maintains documentation related to intake processes, service catalogue entries, dashboard definitions, reporting logic, metric definitions, and workflow procedures.
- Supports the transition from current-state tools and manual processes toward future enterprise platforms by documenting requirements, service catalogue structures, reporting needs, workflow rules, and data migration considerations.
- Supports data quality and auditability by ensuring key intake, workflow, service, and reporting fields are consistently maintained and traceable.
- Collaborates with technology platform owners, vendors, and internal stakeholders to support configuration, enhancement, troubleshooting, and continuous improvement of intake and reporting tools.
- Develops and maintains strong working relationships with internal clients and cyber service teams to support consistent, transparent, and client-focused service delivery.
- Ensures reports and dashboards are designed with appropriate audience context, including operational detail for service teams and summary-level reporting for management and leadership.
- Maintains current knowledge of service management practices, cyber service delivery trends, ITSM concepts, dashboarding/reporting approaches, and relevant tools such as Jira, Tableau, Power BI, and ServiceNow.
QUALIFICATIONS/CERTIFICATIONS:
- Post-secondary degree in Business, Technology, Data Analytics, Information Management, Cyber Security, or a related discipline, or an equivalent combination of education and experience.
- Considerable experience supporting service intake, operational reporting, business analysis, service management, IT/cyber service delivery, or related business operations.
- Experience using Jira to support intake management, workflow tracking, dashboards, filters, queues, reporting, and operational monitoring.
- Experience using Confluence or similar knowledge management tools to maintain service catalogue content, process documentation, operational procedures, FAQs, or reporting guides.
- Experience developing dashboards, reports, metrics, and visualizations using tools such as Tableau, Power BI, Excel, Jira dashboards, or similar reporting tools.
- Experience gathering business requirements, documenting processes, defining metrics, validating data, and translating operational needs into reporting or workflow improvements.
- Experience supporting service catalogue development, service request workflows, intake forms, operational procedures, or service management processes.
- Experience working in transformative programs or process improvement initiatives.
- Knowledge of ITSM, cyber service delivery, enterprise service management, risk management, or GRC platforms would be considered an asset.
- Preferred certifications or training: ITIL, PMP, Atlassian/Jira administration, Power BI, Tableau, ServiceNow Fundamentals, or related business analysis/service management training.
SKILLS:
- Strong working knowledge of Jira, including dashboards, filters, queues, fields, statuses, workflows, labels, JQL/search logic, reporting views, and issue tracking practices.
- Working knowledge of Confluence or similar documentation platforms, including page maintenance, knowledge organization, process documentation, service catalogue content, and linking documentation to operational workflows.
- Ability to design clear, practical, and audience-appropriate dashboards and reports for operational teams, management, and senior leadership.
- Proficiency with dashboarding and reporting tools such as Tableau, Power BI, Excel, and Jira dashboards.
- Strong understanding of service intake, service catalogues, service request workflows, triage processes, workload monitoring, SLA/performance reporting, and operational metrics.
- Strong analytical skills with the ability to interpret data, identify trends, validate metrics, investigate discrepancies, and translate findings into practical recommendations.
- Ability to document processes, reporting logic, metric definitions, workflow procedures, and service catalogue information in a clear and maintainable way.
- Excellent written and verbal communication skills, with the ability to communicate effectively with business partners, leadership, vendors, technology teams, and cyber stakeholders.
- Keen attention to detail and strong organizational skills, particularly in relation to data quality, workflow accuracy, reporting consistency, and documentation.
- Highly organized, proactive, self-motivated team player who takes initiative and can work independently.
- Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines while maintaining quality and accuracy.
- Ability to work collaboratively across technical, cyber, project, and business teams to support consistent and client-focused service delivery.
- Ability to adapt existing workflow, reporting, documentation, and service management skills to future enterprise platforms and modernization initiatives.
ADDITIONAL COMMENTS/INFORMATION:
A normal work week is 35 hours, however, unforeseen situation may require extended hours of work with little or no prior notice. In case of a cyber incident or breach, rotation shift, continuous extended hours may be required with little or no prior notice.
*Subject to a police check, background check, psychological assessment and/or any other checks on a regular basis as the Office of the CISO handles highly sensitive and confidential information.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
ACCOMODATION
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.