Itsm Specialist 5841-23

2 weeks ago

Toronto, Ontario, Canada Foilcon Full time
**Description:
Skills for this position include but not limited to:
Operational Support '" Queue Management

  • Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets
Operational Support - Incident and Service Request Management

  • Review submitted incident tickets to ensure completeness of information
  • Provide basic triage and assign to Tier 3 specialists as required
  • Monitor tickets to ensure compliance with service level targets
  • Provide support in closing/resolving tickets where required
  • Provide reports on current status of assigned tickets
  • Provide historical reports on volume, performance, trends, etc
Operational Support - Service Request Fulfillment

  • Manage standard service requests in support of SUS clients such as:
  • Password administration
  • Account administration (add/delete/modify)
  • Access to tools such as monitoring, automated deployment, log analysis, etc.
Operational Support '" Change Management

  • Review assessment task processes on Change requests to ensure compliance with SUS standards
  • Monitor task queues to support specialists as required
  • Monitor tasks fulfilment processes to ensure alignment with CRQ deadlines and change management processes
  • Manage processes to ensure tasks are close where required
  • Provide reports on current status of assigned tasks
  • Provide reports on scheduled CRQs impacting SUS
  • Provide historical reports on volume, performance, trends, etc
Operational Support - Configuration Management

  • Provide support in managing SUS components in CI inventory
  • Update CI components and relationships
  • Prepare and schedule regular reports on CI inventory

Roles and Responsibilities


Operational tasks include processes incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis.


Skillset:

  • IBM WebSphere Application Server/NDM/Liberty
  • IBM DataPower
  • Deployment Automation
  • Middleware Monitoring tools e.g. ITCAM
  • Cloud technology including Kubernetes/Ansible
  • Experience with ITIL Incident Management process
  • Experience with ITIL Change Management process
  • Experience with Remedy/eSMT or other service management tools
  • Experience with reporting tools and data visualization e.g. PowerBI
  • Demonstrate strong communication and problem solving skills
  • Experience with standard MS office suite
  • Demonstrate initiative and responsiveness

Skills:

Experience and Skill Set Requirements

General Project Management and Communications Skills - 30%

  • Demonstrated experience with setting up workshops with the business users.
  • Demonstrate strong communication, facilitation, negotiation, consensus building and problemsolving skills
  • Demonstrated experience with planning and implementation of releases.
  • Demonstrated experience with developing project plans.
  • Experience with project change management
  • Experience working in communications or organizational development role

Operations Support and Service Management Skills - 30%

  • Demonstrated experience with operations and service management on large IT platforms.
  • Experience with service management, analytics, and reporting tools.
  • Indepth knowledge of SDLC and DevOps processes and tools.
  • Extensive Client Relationship Management experience.

Architecture, Implementation & Integration - 25%

  • 10+ years' of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB
  • Demonstrated competency and experience with the Zachman framework
  • Demonstrated experience with AODA

Enterprise Security Solution & Java Application Development - 10%

Public Sector Experience - 5%

  • Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset

Must haves:

  • Experience with ITIL Incident Management process
  • Experience with ITIL Change Management process
  • Demonstrated experience with operations and service management on large IT platforms
  • Experience with service management, analytics, and reporting tools
  • Indepth knowledge of SDLC and DevOps processes and tools.

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