I&it Itsm Process Coordinator

2 weeks ago

Toronto, Canada Ministry of Public and Business Service Delivery Full time

The Ministry of Public and Business Service Delivery, Infrastructure Technology Services Division, Service Planning, Design and Transition Branch, is looking for an experienced professional to join our team and promote IT Service Management (ITSM) best practices consisting of Service Strategy, Design, Transition, Operations and Improvement, to enable and optimize all SM processes with attention on Service Management Engagement and Integration (SMEI).

This dynamic role is responsible for understanding client needs and requirements to ensure that all IT services are planned, defined, documented and implemented with mínimal impact to the business. This role acts as a liaison for the engagement and integration between IT and client and service partners. Additionally, it acts as a point of contact when planning for the implementation of all OPS I&IT services, to promote, measure, monitor and educate on the uptake of and compliance to Government of Ontario-Information Technology Standards (GO-ITS).

Our team of professionals provide support to service partners through an active and well-defined engagement model, incorporating continuous improvements, service excellence and rigour to exceed our client partner expectations. SMEI's core principles are based on strategic and informed approach aligning to our client's business needs.

If you have proven experience working on large scale initiatives or multiple concurrent IT projects and want to be part of this high-performing dedicated team, we want you

**OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism**: We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

Visit the
**OPS Anti-Racism Policy** and the
**OPS Diversity and Inclusion Blueprint** pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
**Human Rights Code**. Refer to the "How to apply" section if you require a disability-related accommodation.

**What can I expect to do in this role?**: In this role, you will:

- Ensure documentation for I&IT best practice procedures and protocols are drafted and recommend related policies for management approvals, ensuring compatibility with the Enterprise Change Management Process.
- Provide technical guidance to stakeholders ensuring that practice standards are understood, process procedures and policies are adhered to, process activities are monitored and that best practice process activities are integrated effectively.
- Work with other service management process areas such as Release, Configuration, Change, Asset, Problem and Incident to effectively support high quality IT service delivery.
- Provide expertise on all ITSM best practices and processes.
- Monitor compliance with agreements, the timely identification and resolution of problems and issues.
- Participate as a process specialist on best practice committees, council and boards including governance activities, coordinating certain aspects of these governance bodies and convening process-specific sessions with various stakeholders.
- Provide direction to project management teams, establishing performance standards, and providing training specific to Enterprise Change Management.
- Provide expert advice to external vendors and senior management, which includes contributing to IT strategies and projects.
- Execute and coordinate ITSM process activities, to establish standard methodologies.
- Assist with the development of specifications on the tendering process, and participating with the selection of vendors.
- Assess process operations and collaborate with management and senior management on various process improvement opportunities
- Provide advice and process expertise to project management teams, external vendors, senior management and executive level committees

**How do I qualify?**:
**Knowledge**:

- You have knowledge of systems and data analysis, design, development, configuration, testing, release and installation principles, and tools for IT Service Management (ITSM).
- You can identify, manage, evaluate and plan technical and human change management needs.
- You have knowledge of technology management, network infrastructure and emerging technologies in areas such as telecommunications, office automation, productivity tools, enterprise services and Cluster supported services/solutions.
- You are detail-oriented and able to demonstrate effective written & verbal communications skills

**Other Essential Knowledge and Skills**:

- You have knowledge of project management techniques and methodologies in order to participate in concurrent projects.
- You have knowledge of outsourcing and contract management to assist in the

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