Incident & Change Management Lead

1 month ago

Montréal, Canada WSP Full time

**WSP **is one of the world's leading professional services firms. Our purpose is to future proof our cities and environments.

We have over 65,000 team members across the globe. In Canada, our 12,000+ people are involved in everything from environmental remediation to urban planning, from engineering iconic buildings to designing sustainable transportation networks, from finding new ways to extract essential resources to developing renewable power sources for the future.

The excellence we bring to our work and to our workplace has been recognized far and wide. We are among the LinkedIn Top 25 Companies two years in a row, one of the Top 100 Sustainable Companies in the World (and among the Top 10 in Canada), and we earned Platinum Elite Recognition through our participation in more than half of Canada's Top 100 Infrastructure Projects.

At **WSP**:

- We value our people and our reputation
- We are locally dedicated with international scale
- We are future focused and challenge the status quo
- We foster collaboration in everything we do
- We have an empowering culture and hold ourselves accountable

**MONTREAL**:
**The Opportunity**:
The Incident & Change Management lead will be responsible of the operational support processes for WSP Global Oracle Center of Excellence. In this role, you will be working closely with the wider Oracle COE team, the outsourced service provider as well as Global IT team to ensure the support processes are implemented, operationalized and improved for optimal service delivery and end-user support.

WSP is recruiting this role in the context of the 1st deployment of the new global Oracle Cloud ERP solution deployment. It is a great opportunity to shape the operational support services for this new global business service in the areas of Sales, Project, Procurement, Finance and Human Capital Management.

***:
**Why WSP?**:

- We value and are committed to upholding a culture of **Inclusion **and **Belonging**:

- Our **Flexible Work Policy** - we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. We will support you on and off the job so you can be fully present in both your work and home lives.
- Our **Hybrid Work Policy**:

- a combination of in-person and remote working, enables us to purposefully think of how we work, who we need to work with, and where the work should be done.
- A **Canadian **success story - we're **proud **to wear the red and white of this beautiful country and show the world what Canada has to offer.
- **Enhance **the world around you - from the environment to the highways, to the buildings and the terrain, WSP is the fabric of Canada.
- **Outstanding** career opportunities - we're growing and pushing ourselves every day to be greater than yesterday - we're open to **your **ideas and trying **new **things.
- A phenomenal **collaborative **culture and a workforce filled with genuinely **good people** who are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.

**We offer attractive pay, flexible work options, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform as well as great savings programs, and a clear vision for the future.**

**#WeAre**WSP**

**A day in the life**:

- Ensure definition, documentation and implementation of support processes (incident, request, change, etc) for the Oracle COE
- Ensure prioritization of incidents and requests, according to their urgency and business importance
- Coordinate major incident process, from initial identification to closure and Root Cause Analysis (RCA), as wells as implementation of corrective actions - Primary escalation point of contact for operations
- Ensure workloads assignment are done as per agreed processes and prioritization
- Drive day-to-day process, services and performance improvement for the operations
- Ensures effective communication and coordination of problem-solving efforts between support teams, service personnel and customers
- Ensure problem resolutions are implemented through the appropriate control procedures
- Coordinate the Change Management Process with all relevant parties
- Align COE processes to Global IT standard processes
- Ensure services performance reviews : key metrics, SLA and quality review
- Identify and implement continuous process improvements for area of accountability
- Open topics : communication ? continuous improvement ? service innovation & strategy ?
- Evaluate incidents and requests for trends and resolutions providing high level analysis and recommendations
- Identify continuous improvement opportunities and improve internal efficiency through process optimization and tools

**What you'll bring to WSP...**:

- Bachelor's degree in information technology/computer science, engineering, or a related field, or equivalent experience
- 10 years of experience in Information Technology, in a glob

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