Itsm Specialist 5841-23

2 weeks ago


Toronto, Canada Foilcon Full time

**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

**Skills**:
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

**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.



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