ITSM Specialist

2 months ago

Old Toronto, Canada Teranet Full time

ITSM (IT Service Management) Specialist

Who We Are

Teranet is Canada’s leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government, utilities, and legal markets.

Connect. Grow. Thrive Together.

To learn more about who we are visit our website: www.teranet.ca

About the Role

Teranet is currently looking for an ITSM Specialist. You will primarily coordinate all of the activities tied to the core IT Service Management processes used by the IT Department to help meet our contractual obligations for systems performance and uptime. The key processes are: Change Management, Incident Management, and Problem Management. You will perform coordination activities and also provide reporting and analysis on key process measures and help to recommend improvements to the process as well as to keep all relevant documentation updated. You will work to continuously improve and simplify ITSM processes that manage risk but facilitate rapid business change while ensuring IT Services meet the business needs.

What You’ll Be Doing

  • Continually grow the Customer Experience as it relates to new workflows and processes that allow Teranet to support Agile/DEVOPS/Automation and any other new processes required to keep Teranet competitive.
  • Continually grow the ServiceNow Portal workflow. This portal serves as a service catalogue to allow clients to easily submit requests for various services.
  • Coordination of Change Management activities and preparing for weekly CAB meetings.
  • Review Change Requests and ensure that all activities have been properly documented and that risks are identified.
  • Reporting and analysis on change success rates.
  • Conducting Post Implementation Reviews on failed changes.
  • Managing the multiple stakeholder needs and resource constraints for any given change.
  • Coach IT staff on process and how to fill out change requests properly, lead CAB meetings.
  • Reporting and analysis on Incidents and Problems.
  • Driving Major Incident/Problems process from start to completion point.
  • Monitoring Incident and Problem activities of service delivery teams and identify areas for improvement.
  • Ensure process adherence during major incident war room situations and ability to display sound judgment and decision making under pressure.
  • Conduct Incident reviews, document action items and manage them to completion.
  • Recommend and document ITSM process improvements.
  • Monitor and report on adherence to ITSM processes by service delivery teams.
  • Obtaining stakeholder buy-in for process improvements.
  • Provide input to planning and continuous improvement initiatives.

About You

  • Bachelor’s Degree/3 year College diploma or Equivalent Experience (3 years).
  • Experience of IT Service Management (ITSM), and experience of tools and processes used in implementing a successful ITSM program.
  • Knowledge of ITIL best practices and ITIL Foundations V4 certification.
  • Skills and experience in soliciting requirements from stakeholders and keeping them apprised of tasks, issues, and risks throughout the project life cycle.
  • Experience and use of ServiceNow ITSM tool suite.
  • Excellent interpersonal skills are needed to manage multiple stakeholder groups and technical resources often working under stressful situations.
  • Ability to manage communications and maintain team focus on implementing permanent fixes to major problems.
  • Ability to simplify complex processes and ideas and communicate them to technical and business resources.
  • You have strong communication, documentation, and presentation skills.

What We Offer

  • Market-competitive pay structure
  • Paid Vacation & Sick Leaves
  • Maternity, Parental and/or Adoption Leave Top-Up Program
  • 100% Employer-Paid Health Benefit Plan
  • Retirement Savings Plans with Employer Matching Scheme
  • Ongoing Financial Wellness Seminars
  • Corporate Discounted Programs + Wellness Program
  • Employee Assistance Program (EAP) for our employees and their families

At Teranet, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of our customers and the communities in which we live and serve. If you require accommodation during the recruitment and selection process, please let us know and we will work with you to meet your needs.

Come As You Are. We Like You that Way

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