Analyst, Discovery Service Model

Date: Sep 15, 2022

Location: North York, ON, CA, M9L 1N7

Company: Apotex


About Apotex Inc.

Apotex Inc. is a proudly Canadian, global pharmaceutical company that produces high-quality, affordable medicines for patients around the world. Apotex employs almost 8,000 people worldwide in manufacturing, R&D, and commercial operations.  Apotex Inc. exports to more than 100 countries and territories and operates in more than 45 countries, with a significant presence in Canada, the US, Mexico, and India. Through vertical integration, Apotex is comprised of multiple divisions and affiliates including Apotex Inc., focused on generics; Apobiologix, a division of Apotex Inc. focused on biosimilar development; Aveva, an affiliate of Apotex Inc. fully integrated global developer and manufacturer of complete transdermal solutions; Apotex Consumer Products, a division of Apotex Inc. focused on brand name products; and Global Active Pharmaceutical Ingredients (GAPI), a division of Apotex Inc. focused on the manufacturing of active pharmaceutical ingredients (API) for Apotex and third parties. For more information visit:

Job Summary

The Discovery Service Model Analyst will perform a multi-function system analyst role and is responsible for the quality of the service models created and maintained in the enterprise discovery system. You will ensure all performance standards, measures and service deliverables are in conformance with the existing service models and synced to the configuration management database. 

Job Responsibilities

  • Analyses and manages the Service Models in the Discovery and Atrium Configuration Console driving best-practice and service model process standardization.
  • Creates and manages models in the Enterprise discovery environment to automate asset discovery and application dependency mapping.
  • Reviews and analyses service impact to the production environment, communicating proactively with Enterprise Architecture, GIS SMEs and in GSD to enable changes to service models and while ensuring critical service mapping functions are not interrupted.
  • Performs service model evaluations, monitors for violations, and assists with the improvements to the Service models and mappings to the CMDB service-related CIs
  • Participate actively in-Service Management Office meetings about service modelling and technical service mapping and alert discussions.
  • Monitors the Discovery Modelling tool and ensures the data capture and service models are functioning correctly and troubleshooting issues.
  • Administration, support and development of Discovery Pattern Mapping with built in tool and TPL coding language.
  • Setup and maintenance of service models including automating audits, managing models to service compliance, identification and improvement of service mapping processes as well as proactively investigating issues with published service models.
  • Participate in the Identification, analysis, and the proof of concept of new solution and technology options within the ITSM cloud platform as well as audit and compliance inquiries.
  • Work in close collaboration with Service Management SMEs to automate and integrate request fulfilment and maintain service insight and compliance with published technical services.
  • Recommend Improvements for CMDB, Discovery and Event environments.

Job Requirements

  • Experience in Service Design, Service Transition and Service Operations and deploying ITSM Process / Tool suites in all aspects of the ITIL® Service Management lifecycle.
  • Experience customizing and enhancing BMC Discovery as well as handling Integration with 3rd party tools.
  • Experience setting up Service Mapping/models for both on-prem and cloud systems.
  • Bachelor's degree in Engineering, Computer Science, Information Technology or related field, or equivalent experience.
  • Strong technical understanding of legacy and hybrid multi cloud delivery models and technologies. 
  • Understanding of the key technologies relevant to integration solutions, including ODBC, REST, SOAP, LDAP, SSL, etc. 
  • Intermediate knowledge of industry based standard configuration management tools (BMC preferred).
  • In-depth knowledge of Configuration Management Database (CMDB) processes and practices.
  • General knowledge and experience of Shell scripting / Python on Linux & Power Shell / WMI on windows and the understanding of the scripting languages like Unix Shell Scripting, PowerShell, Python, and/or Ruby. 
  • Knowledge of TPL programming language or the ability to learn new programming languages.
  • Ability to multi-task in a fast-paced, dynamic environment and the ability to embrace change with positivity and enthusiasm.
  • Proven analytical and troubleshooting skills with the ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Excellent written and verbal communication skills which enables you to communicate clearly and concisely with business customers and technical support.
  • Proficient in use of office automation tools and workflow mapping tools including: Word, excel, PowerPoint, Outlook and Visio.
  • Strong presentation, negotiation and influencing skills.
  • Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.

At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process.  If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.