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ITSM Consultant 9404-1712

42 minutes ago

Toronto, Canada Foilcon Full time

3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.HM Note: This hybrid contract role is three (3) days in office. Candidates resume must include first and last name. Candidate can work in either Toronto or North Bay office and this role commences September 2, 2025DescriptionLead the design and review of IT best practice policy and procedure documentation to align with IT Service Management best practices.Collaborate with internal and external partners in the improvement/maintenance/development of processes and/or guides.Deliver coaching on transformation and cultural change in relation to the IT Service Management program; including facilitation of strategic planning to enable the team to plan and manage the required IT Service Management initiatives.SkillsExperience and Skill Set RequirementsDevelop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the organization.Provide technical guidance to stakeholders to ensure that process standards are understood, process procedures and policies are adhered to, process activities are monitored and that best practice process activities are integrated accordingly.Ensures documentation for I&IT best process procedures and protocols are drafted, ensuring their compatibility with the service management practices.Provide advice and expertise to external vendors and senior management, to contribute to IT strategies and projects.Monitor compliance with agreements and ensure the timely identification and resolution of problems and issues.Provide expertise on all ITSM best practices and processes.Design, implement and work with the project team in completing all relevant and required documentation in alignment with OPS standards.Support the testing team during system and UAT testing.Participate in Knowledge transfer.IT Service Management process subject matter expertise, with experience in ITSM Best Practices (ITIL).Knowledge and experience in process design development and coordination across all organizational teams.Experience in assisting with developing effective service delivery within Public Sector IT organizations.Experience effectively communicating strategic plans and providing guidance to senior management and extended supply chain (external vendors).Criteria Ratings MUST TOTAL 100Process Design Skills: 40 pointsKnowledge of systems analysis, design, development, configuration, testing, release and installation principles and practices, methods, techniques, and tools for ITSM.Experience in designing processes for a public sector client, including the assessment of current state, and creation of supporting documentation and leadership for Continual Service Improvement reviews.Experience in effectively conveying complex information to various stakeholders.ITSM Process Skills: 35 pointsExcellent in ITSM Processes including, but not limited to: Incident, Problem, Change, Configuration, Service Level, Service Catalogue, Service Portfolio, Business Relationship, Release and Deployment, Request, Fulfilment, IT Strategy and IT Asset Management.Experience with knowledge management platforms (e.g., ServiceNow, Remedy) and how to create and organize documentation.Documentation Skills: 20 pointsExperience in template creation and review for all supporting Process artefacts.Experience translating technical information into clear, concise, and understandable language for a variety of audiences.Public Sector Experience: 5 points5 Years of Experience.Knowledge TransferCodesScriptsProject Manager / Team members.1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project life cycle etc.Must HavesExperience working in service management for the OPS and/or other Public Sector OrganizationsDemonstrate subject matter expertise in IT Service Management (ITSM) best practiceHave experience in design and review of IT best practice policy and procedure documentation to align with IT Service Management best practicesHave experience collaborating with internal and external stakeholdersSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeContractJob functionJob functionInformation TechnologyIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Foilcon by 2xBusiness Analyst - (Payments Systems / Technology)Business Analyst (New or Recent Graduate)Business Analyst (Intermediate) 8472-1612Business Analyst (Intermediate) 8366-1612We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr