Specialist, IT Service Management

2 months ago

Calgary, Canada WestJet Full time

**Why WestJet**:
Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

**Join us and love where you’re going.**

**Overview of role**:
The Specialist, IT Service Management & Disaster Recovery is responsible for being a lead technical resource within the IT Service Management (ITSM) & IT Disaster Recovery (ITDR) team, supporting the various technology systems that are key to delivering value to WestJet. Being the lead analyst within ITSM & IT DR, the Specialist will administer, implement key practice improvements, troubleshoot issues, and use a variety of soft skills, technical skills, and industry knowledge to provide the most efficient and comprehensive advice and direction in a specific area. Alongside the Manager, ITSM & IT DR and respective Practice Owners within the team, the Specialist will be responsible for the execution and delivery of practice roadmaps. Using the agile methodology, the Specialist will lead each practice team through prioritization, planning, and delivery of continuous improvement initiatives. Their expertise will be leveraged to provide input on roadmaps and propose solutions that meet business needs. The Specialist will lead the day to day operational aspects of each practice area, serving as a primary point of escalation for operational issues and ongoing operational initiatives and projects.

**Key Responsibilities include**:

- Provides definitive and expert advice in ITSM & IT DR areas
- Actively maintains recognized expert level knowledge in ITSM & IT DR
- Consolidates expertise from multiple sources, including third-party experts, to provide coherent advice to further organizational objectives.
- Collaborates with others to ensure advice is appropriate to the organizational needs.
- Monitors the external environment to gather intelligence on emerging frameworks and methodologies.
- Acts as a strategic liaison between various IT & Digital teams to ensure ITIL processes and systems support the organization. Operations
- Administration of relevant practices within the ITSM & IT DR team
- Operational lead for continuous improvement work items identified as priority within timelines
- Serves as primary point of escalation for operational issues
- Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within, provides insights and expertise where required
- Ticket management, documentation of steps taken to fix or improve work items
- Knowledge management input, development and maintenance of support documentation
- Responsible to ensure that all knowledge management is up to date and published for technology supported
- Requirement to be back-up on call for emergency Major Incident Management team Leadership
- Provide practice leadership; coach, teach and mentor within the team
- Promote knowledge sharing and adoption of best practices
- Leads workshops, presentations, and training that provide skill and knowledge development for the team
- Leads reviews of own work and reviews of colleagues' work
- Work with operational partners to ensure the supportability of new processes & standards and to provide timely support for operational requests.
- Engage in meaningful interactions and relationships with users and can manage competing priorities

**Experience and Qualifications**:

- Bachelor's or Master’s degree in Technical Field or Recognized Industry Standard Post-Secondary Certification or Equivalent
- ITIL Practitioner Certification required
- Strong proficiency with ServiceNow
- Proven experience in authoring, delivering and implementing ITSM at various organizations.
- Experience in resilience planning, risk management, emergency response, and business analysis
- Aviation industry experience is considered an asset.
- Excellent documentation, written/verbal skills, with the ability to design, author and implement services under the ITIL framework
- Strong understanding of industry standards and best practices (ISO 22301, NIST, etc) for Technology Disaster Recovery planning or Business Continuity Management
- Requires expert problem-solving skills and advanced interpersonal and communication skills
- Proficient in managing service components to ensure they meet business needs and performance target
- Proficient in dealing with high-impact, complex change requests. Ability to ensure that release policies, procedures and processes are applied
- Proficient in leading investigations and resolution of incidents.
- Proficient in providing authoritative advice and guidance on test planning and can identify the process improvements and contribute to definition of best practice
- Experience in initiating and monitoring actions to investigate patterns and trends to resolve problems, including consulting specialists where

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