Itsm Specialist

1 month ago

Toronto, Canada Cleo Consulting Full time

**Assignment: RQ05841 - ITSM Specialist - Senior**

**Start Date: 2023-12-01**

**End Date: 2024-11-30**

**Office Location: 222 Jarvis, Toronto ON**

**Organization: Enterprise Technology Delivery**

**Ministry: Ministry of Public and Business Service Delivery (former MGCS)**

**# Business Days: 260.00 plus Extension # of Days: 67.00**

**Title: ITSM Specialist**
**Must haves**:

- Experience with ITIL Incident Management process
- Experience with ITIL Change Management process
- Demonstrated experience with operations and service management on large IT platforms
- Experience with service management, analytics, and reporting tools
- In-depth knowledge of SDLC and DevOps processes and tools.

**Description**

**Skills for this position include but not limited to**:
**Operational Support Queue Management**
Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets
**Operational Support - Incident and Service Request Management**
Review submitted incident tickets to ensure completeness of information

Provide basic triage and assign to Tier 3 specialists as required

Monitor tickets to ensure compliance with service level targets

Provide support in closing/resolving tickets where required

Provide reports on current status of assigned tickets

Provide historical reports on volume, performance, trends, etc
**Operational Support - Service Request Fulfillment**
Manage standard service requests in support of SUS clients such as:

- Password administration
- Account administration (add/delete/modify)
- Access to tools such as monitoring, automated deployment, log analysis, etc.
**Operational Support Change Management**
Review assessment task processes on Change requests to ensure compliance with SUS standards

Monitor task queues to support specialists as required

Monitor tasks fulfilment processes to ensure alignment with CRQ deadlines and change management processes

Manage processes to ensure tasks are close where required

Provide reports on current status of assigned tasks

Provide reports on scheduled CRQs impacting SUS

Provide historical reports on volume, performance, trends, etc
**Operational Support - Configuration Management**
Provide support in managing SUS components in CI inventory

Update CI components and relationships

Prepare and schedule regular reports on CI inventory
**Roles and Responsibilities**

Operational tasks include processes incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis.
**Skillset**:

- IBM WebSphere Application Server/NDM/Liberty
- IBM DataPower
- Deployment Automation
- Middleware Monitoring tools e.g. ITCAM
- Cloud technology including Kubernetes/Ansible

Experience with ITIL Incident Management process

Experience with ITIL Change Management process

Experience with Remedy/eSMT or other service management tools

Experience with reporting tools and data visualization e.g. PowerBI

Demonstrate strong communication and problem solving skills

Experience with standard MS office suite

Demonstrate initiative and responsiveness
**Experience and Skill Set Requirements**

**General Project Management and Communications Skills - 30%**
Demonstrated experience with setting up workshops with the business users.

Demonstrate strong communication, facilitation, negotiation, consensus building and problem-solving skills

Demonstrated experience with planning and implementation of releases.

Demonstrated experience with developing project plans.

Experience with project change management Experience working in communications or organizational development role
**Operations Support and Service Management Skills - 30%**
Demonstrated experience with operations and service management on large IT platforms.

Experience with service management, analytics, and reporting tools.

In-depth knowledge of SDLC and DevOps processes and tools.

Extensive Client Relationship Management experience.
**Architecture, Implementation & Integration - 25%**

10+ years' of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB

Demonstrated competency and experience with the Zachman framework

Demonstrated experience with AODA
**Enterprise Security Solution & Java Application Development - 10%**

**Public Sector Experience - 5%**
Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset

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