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IT Service Support Consultant
7 days ago
IT Service Support Consultant
On behalf of our client in the Utility Sector, PROCOM is looking for an IT Service Support Consultant.
IT Service Support Consultant – Job Description
- Prevent recurrence of incidents by performing root cause analysis
- Create tickets for identified problems and assign them to problem owners
- Follow up on progress with problem owners where necessary
- Analyze trends or historical data of incidents and services to ensure problems are identified and solved
- Provide internal and external updates with the Incident Management team
- Report problems metrics and statistics to management on a min. monthly basis
- Maintain our database of known issues and incident corrective measures for service restoration and workarounds
- Support knowledge base articles related to process and procedures
- Determine if operations need to change to improve escalation or recovery effort
- Review and record requests for change (RFCs)
- Convene the change advisory board (CAB) meetings
- Coordinate the building, testing, and implementation of changes
- Mediate conflicts related to the change where necessary
- Create and circulate the change schedule
- Conduct Post Implementation Reviews (PIRs) after the implementation of changes
- Maintain all change documentation (policies, procedures, templates, etc.)
- Produce management reports
IT Service Support Consultant – Mandatory Skills
- 5+ years in Information Technology
- ITIL V3 Foundations Certification
- The right candidate in this role must have excellent knowledge of ITIL Change, Problem and Incident Management
- Ability to communicate with Technical Leads (understanding systems) and Business users (ability to translate using non-technical terms)
- The individual would be a self-starter, be data driven, have strong problem-solving and data analytic skills, be result oriented and have excellent communication skills.
- Previous Remedy experience
- 5 years Microsoft Office- emphasis on Excel, MS Visio and PowerPoint
- Bachelor's degree in any one of the following areas: Business, Engineering, Computer Science
IT Service Support Consultant - Assignment Start Date
ASAP – 12 months to start
IT Service Support Consultant - Assignment Location
Toronto, ON – Work Hybrid
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