IT Service Support Consultant

Found in: Talent CA 2 C2 - 1 week ago


Toronto, Canada CB Canada Full time

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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