IT Service Management Specialist

2 weeks ago

Toronto, Canada AGF Management Limited Full time

About AGF:
Founded in 1957, AGF Management Limited is an independent and globally diverse asset management firm. AGF brings a disciplined approach to delivering excellence in investment management through its fundamental, quantitative, private capital, and high-net-worth businesses. Our suite of diverse investment solutions extends globally to a wide range of clients, from individual investors and financial advisors to institutions, including pension plans, corporate plans, sovereign wealth funds, endowments and foundations. Our commitment to the principles of good stewardship and responsible investment is a positive differentiator for AGF. We believe integrating Environmental, Social and Governance (ESG) issues into our investment decision-making and ownership practices across platforms will help deliver better investment outcomes to our clients.

About the Role:
Your Responsibilities:
General ITIL/ITSM:

- Maintain and enhance ITIL processes to ensure optimal performance, alignment with organizational objectives, and compliance with ITIL standards, regulatory requirements, and internal policies.
- Lead and optimize Knowledge Management processes in alignment with ITIL best practices, to capture, document, and disseminate valuable insights, lessons learned, and best practices within the ITSM domain.
- Facilitate and conduct the annual Application Access Review process to ensure compliance with security policies and regulatory requirements, mitigating risks associated with unauthorized user access.
- Collaborate with key stakeholders on an ongoing basis to identify, assess, and mitigate risks associated with IT service delivery, ensuring business continuity and resilience.
- Maintain robust metrics and KPIs to monitor the performance and effectiveness of ITSM processes, fostering a data-driven approach to decision-making and improvement.
- Collaborate with both internal and external auditors annually to provide comprehensive support for all audit testing related to ITSM processes.
- Support other IT Governance risk management functions and programs (e.g., Business Continuity, Third Party Risk Management), and perform other administrative duties as required

Change Management:

- Lead and optimize the Change Management process in alignment with ITIL best practices, to ensure controlled and efficient handling of changes to IT infrastructure and services.
- Facilitate weekly Change Advisory Board (CAB) meetings, providing expert guidance and recommendations on proposed changes, assessing potential risks, impacts, and benefits.
- Coordinate with stakeholders across IT and business units to assess change requests, prioritize changes based on business needs, and schedule changes to minimize disruption to services.
- Monitor and track the progress of approved changes, ensuring adherence to change plans, timelines, and quality standards, and facilitating communication and coordination among stakeholders throughout the change lifecycle.
- Conduct post-implementation reviews and analysis to evaluate the success of changes, identify areas for improvement, and contribute to Continuous Improvement initiatives within the ITSM framework.

Incident & Problem Management:

- Lead and optimize the Incident & Problem Management processes in alignment with ITIL best practices, to ensure timely identification, prioritization, and resolution of incidents and problems to minimize disruption to IT services and mitigate negative impacts on end-users.
- Lead the investigation and analysis of incidents, identifying root causes, trends, and patterns to prevent recurrence and improve the overall stability and reliability of IT services.
- Implement Problem Management methodologies and techniques to proactively identify and address underlying causes of recurring incidents, coordinating with cross-functional teams to implement effective and long-term solutions.
- Facilitate Major Incident Management procedures, serving as a focal point for coordinating response efforts, communicating updates to stakeholders, and driving resolution activities to restore services within agreed-upon SLAs.
- Develop and maintain incident and problem management documentation, including incident reports, problem records, known error databases, and post-incident reviews, to capture lessons learned and facilitate knowledge sharing across the organization.
- Continuously monitor and analyze incident and problem management metrics and KPIs to identify trends, measure performance, and drive improvements in incident response and problem resolution processes.

Your Qualifications:

- Bachelor’s degree in computer science, information technology, or a related field.
- 5+ years of experience in IT Service Management, specializing in Change Management, Incident Management, and Problem Management.
- ITIL4 Foundation certification required (ITIL Expert certification is an asset).
- Experience using ServiceNow experience is considered an asset.
- Strong understanding of I

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