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Itsm Service Manager-knowledge and Configuration
1 week ago
Do you love knowledge? Are you looking for a role that combines Knowledge and Configuration management using ITIL practices in an Agile and DevOps environment?
We have an opportunity at Best Canada where you can use your skills and talents in an exciting workplace
On the Knowledge side, you will create, organize, share, and manage the knowledge resources such as the KBAs, ensuring that accurate information is available to the teams, and reliable data is visible for a fact-based decision making.
On the Configuration side, you will ensure the Canadian teams are following the policies established by the Global Configuration Management practice, collaborating with other teams to continuously monitor and evaluate the effectiveness of the processes and tools, and recommending improvements as needed.
We practice a remote first working model, leveraging in-person interactions at our head office, in beautiful Vancouver, BC, for strategic, collaborative, and social purposes.
What you will do:
- Lead the Knowledge Management practice in Best Buy Canada
- Maintain the knowledge artifacts (KBA) updated.
- Create and improve templates and knowledge resources.
- Improve procedures for capturing, organizing, storing, sharing, and retaining knowledge and information.
- Develop and implement a centralized source for the knowledge resources.
- Establish cycles for reviewing, updating, improving KBAs, SOPs, and relevant documentation.
- Perform audits to identify gaps in knowledge and areas for improvement.
- Work in collaboration with the teams in Canada and in the US to keep the knowledge management practices performing at its best.
- Ensure the configuration management policies, procedures, and standards are followed.
- Monitor changes to the CIs to ensure that they are consistent with the change management practice.
- Identify and resolve issues related to configuration management, such as discrepancies or inconsistencies in configuration data.
- Stay uptodate with industry trends and emerging technologies in knowledge and configuration management.
- Develop emodules on Knowledge and Configuration Management to educate teams on the importance of these practices.
What we're looking for:
- Strong knowledge of ITIL
- Certifications are a plus.
- Understanding of Agile and DevOps practices.
- 2+ years' experience in ITSM team, preferably in a Retail/eCommerce/Technology environment as well as experience in Incident and Major Incident Management.
- 1+ year experience as a Knowledge Manager
- Ability to work in a 24/7 environment requiring offhours availability when needed, required to carry a company phone and be on the oncall roster.
Why you'll love it here:
- Remotefirst work environment
- Employee discounts on awesome tech from day one
- Flexible health benefits and wellness program
- TFSA and RRSP programs
- 100% matched company pension plan
- Training programs to build new and transferable skills
As Canada's destination for the coolest tech, Best Buy offers one of the best work environments in the country Annually recognized as one of Canada's Top 100 Employers, our culture is one of inclusivity and belonging and provides employees an environment where they can bring their whole selves to work.
We are looking for people just like you.
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