ITIL Change Management Analyst

2 weeks ago

Montréal, Canada C.G.I. Full time $75,000
Change Management Analyst

Department: IT Risk and Production

Overview:As a Change Management Analyst, you will play a key role in ensuring the smooth operation and continuous improvement of IT services. Your responsibilities will include supporting various ITIL-based processes, coordinating project activities, and monitoring service performance.

Key Duties:
  • Assist in the implementation and maintenance of ITIL-aligned processes, such as release, problem, incident, and configuration management.
  • Collaborate with project teams to ensure successful delivery of service management initiatives.
  • Provide day-to-day support for service management operations, including incident resolution and problem analysis.
  • Monitor service performance and identify areas for improvement. Develop and maintain performance dashboards and reports.
  • Foster effective communication and collaboration between infrastructure and business teams within the IT department.
  • Serve as a point of contact for service management inquiries from global IT departments.
  • Provide support during non-business hours and coordinate disaster recovery exercises.
  • Handle ad-hoc user requests efficiently and effectively.
  • Prepare regular reports summarizing service management activities.

Required Skills and Experience:
  • Strong understanding of ITIL frameworks and best practices.
  • Experience in project management and coordination.
  • Proficiency in MS Office applications.
  • Excellent analytical and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple tasks simultaneously and prioritize effectively.

Preferred Qualifications:
  • Experience in IT operations or service management.
  • Certification in ITIL or project management.
  • Knowledge of scripting languages (e.g., VBA).
  • Experience with service management tools.

Languages: French, English.
Required: Strong English communication skills, both written and verbal, to collaborate effectively with US-based colleagues and partners.

Hybrid Role:  While we offer a flexible work arrangement, this role requires a 50% on-site commitment at our Montreal office. Please only apply if you can meet this requirement.

Analyste en gestion des changements

Département : Risques et production informatiques

Présentation :
En tant qu'analyste en gestion des changements, vous jouerez un rôle clé pour assurer le bon fonctionnement et l'amélioration continue des services informatiques. Vos responsabilités comprendront le soutien de divers processus basés sur ITIL, la coordination des activités de projet et le suivi des performances des services.

Fonctions principales :
  • Aider à la mise en œuvre et à la maintenance de processus alignés sur ITIL, tels que la gestion des versions, des problèmes, des incidents et de la configuration.
  • Collaborer avec les équipes de projet pour assurer la réussite des initiatives de gestion des services.
  • Fournir un soutien quotidien aux opérations de gestion des services, y compris la résolution des incidents et l'analyse des problèmes.
  • Surveiller les performances des services et identifier les domaines à améliorer. Développer et tenir à jour des tableaux de bord et des rapports de performance.
  • Favoriser une communication et une collaboration efficaces entre les équipes d'infrastructure et commerciales au sein du département informatique.
  • Servir de point de contact pour les demandes de gestion des services des départements informatiques mondiaux.
  • Fournir un soutien en dehors des heures ouvrables et coordonner les exercices de reprise après sinistre.
  • Gérer les demandes ad hoc des utilisateurs de manière efficace et efficiente.
  • Préparer des rapports réguliers résumant les activités de gestion des services.

Compétences et expérience requises :
  • Bonne compréhension des cadres et des meilleures pratiques ITIL.
  • Expérience en gestion et coordination de projets.
  • Maîtrise des applications MS Office.
  • Excellentes compétences analytiques et de résolution de problèmes.
  • Capacité à travailler de manière autonome et en équipe.
  • Fortes compétences en communication et en relations interpersonnelles.
  • Capacité à gérer plusieurs tâches simultanément et à établir des priorités efficaces.

Qualifications préférées :
  • Expérience en opérations informatiques ou en gestion de services.
  • Certification en ITIL ou en gestion de projet.
  • Connaissance des langages de script (par exemple, VBA).
  • Expérience avec les outils de gestion de services.

Langues : français, anglais.
Requis : Solides compétences en communication en anglais, à l'écrit comme à l'oral, pour collaborer efficacement avec des collègues et partenaires basés aux États-Unis.

Poste hybride : bien que nous proposions un aménagement du temps de travail flexible, ce poste nécessite un engagement de 50 % sur place à notre bureau de Montréal. Veuillez postuler uniquement si vous pouvez répondre à cette exigence.

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