IT Service Management Specialist

3 weeks ago

Toronto, Canada The Salvation Army Canada and Bermuda Full time

**IT Service Management Specialist**

**Location: Remote/Hybrid**

**Division: Information Technology, Service Delivery & Productivity**

**About The Salvation Army**

For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda. Last year, we helped over 2.6 million people, providing necessities of life such as food, clothing, and shelter. And our work goes well beyond that to including supporting people through unemployment, loneliness, finding church community, and responding to family challenges. We continually adapt to meet emerging needs.

These are exciting times at The Salvation Army as we launch a significant digital and business transformation. We are in the midst of revolutionizing our core capabilities to maximize service and mission outcomes. This will include an integrated platform for relationship and people management, learning, intranet and data warehouse. In order to achieve all this, we are now recruiting for an IT Service Management Specialist.

**What You’ll Do**
- Engage with business functions across the organization to build their service management practice and service delivery model.
- Lead the IT Service Management processes in close collaboration with other ITSM Specialists to drive IT efficiency and effectiveness across the organization.
- Responsible for building implementation plans, ensuring all technical and non-technical resources are in place for a successful implementation and management
- Continually assess the effectiveness of the processes and proactively research best practices
- Responsible for establishing and meeting the key performance indicators and provide continual improvement recommendations to senior management
- Serve as a primary and backup focal for one or more of the following processes: Configuration Management, Change Management, Incident Management, Problem Management, Asset Management, Request Management

**What You Bring**
- Certification in ITIL 3 Service Operation or ITIL 4 Create, Deliver & Support
- 5+ years' experience leading and managing ITSM processes
- Demonstrated experience in ServiceNow is an asset
- Experience in CMDB Administration and Asset Management preferred
- Excellent communication and leadership abilities
- Previous vendor/supplier management experience
- Knowledge of business analysis and planning process
- Project management capabilities

**What We Promise**
- Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
- Continuous learning and growth through challenging work
- The chance to be part of a leading digital and business transformation for over 100,000 employees and volunteers
- An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization
- We live our **Core Values** **as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions - there’s a place for everyone to belong here.

**Compensation**

**How We Hire**

We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be.

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

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