Senior IT Consultant

6 months ago

Toronto, Canada CB Canada Full time

Senior IT Consultant - ITSM

On behalf of our client in the Government Services Sector, PROCOM is looking for a Senior IT Consultant - ITSM.

Senior IT Consultant - ITSM – Job Description

  • Development of ITSM processes and implementation procedures to align with enterprise and standards for public safety

  • Collaborate with GMCB Service Management and vendors to develop and define ITSM processes including Change, Incident, Problem, Service Request, and Asset Management

  • Manage the ITSM process implementation on behalf of the client ministries working collaboratively with GMCB and the vendor

  • Assist in the development of process guide documentation

  • Align processes to enterprise and standards, contract requirements and operational needs

  • Assist the ministry clients in understanding the processes and developing internal policies

  • Provide strategic support for the ministry clients during the implementation and transition phases of the projects

  • Identify and communicate to the project team any risks, issues, concerns, and mitigation strategies with the ITSM deliverables

  • Prepare Project Leads in presenting status reporting of ITSM project milestones and deliverables for Ministry specific roll up and project governance committees

  • Excellent knowledge and understanding of IT Service Management (ITSM) best practices and processes

  • Experience with the development and implementation of ITSM processes for the delivery of an IT service

  • Strategic thinking skills and can provide input into organization effectiveness, considering risk and change management methodologies

  • Engage in effective consultation, negotiation and mediation activities to build consensus

  • Identify problems and make appropriate recommendations for resolutions.

  • Skilled at process mapping and documentation and development of RACI charts

  • Effective communication skills to take large complex information and present issues in a clear logical manner

Senior IT Consultant - ITSM – Mandatory Skills

  • 5+ years' experience

  • ITSM/ITIL or equivalent certification

  • ITSM Knowledge and Experience

  • Demonstrated experience and expertise working with IT Service Management for service delivery

  • Demonstrated experience in implementing ITSM process, guides and establishing roles and responsibilities as part of a new service offering

  • Knowledge of ITSM tools and solutions (e.g., Remedy, Service Now, network monitoring tools)

  • Familiar with ITSM metrics and KPIs to develop custom reports

  • Experience in implementing Service Transition and Service Operations processes in a large complex IT environment

  • Continual Service improvement processes experience

  • Process and Documentation Development

  • Ability to produce detailed workflows, processes and procedures to support them to align with standards

  • Development of process guides for Service Transition and Service Operations processes

  • Development of detailed RACI charts that include detailed definitions of service delivery roles

  • Development of communication material and operational instructions

  • Experience in defining and documenting service level agreements

  • Communication Skills

  • Excellent written and oral communication skills

  • Effective presentation skills with expertise in delivery presentations to non-IT personnel

  • Experience creating reports and dashboards on project status and other KPIs

  • Ability to effectively facilitate meetings with different groups and stakeholders to produce collaborative workflows and processes

  • Proficiency with Outlook and MS Office Suite (including Visio and PowerPoint)

  • Experience in preparing executive level presentations that describe the approach and steps to implementing the ITSM deliverables

  • Demonstrated experience in resolving complex problems through analysis, recommendations, and development of options

  • Demonstrated analytical skills that include research, collaboration, and creativity

  • Demonstrated ability to communicate options and opportunities for a problem to gain consensus to execute a resolution strategy

  • Knowledge Transfer

Senior IT Consultant - ITSM - Assignment Start Date

ASAP – 5 months to start

Senior IT Consultant - ITSM - Assignment Location

Toronto, ON – Work Hybrid

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