Itsm Analyst
2 hours ago
**Job Title**
- ITSM Analyst - Contract
**Vacancy No**
- VN6575
**Work Location**
- Toronto, ON
**Base Pay Range**
- To be discussed during the recruitment process
**Job Details**
**About Compugen**
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
- If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.
- Requirments:
- Resolve and respond to customer issues
- Create technical documentation around new and established processes and procedures
- Responsible for the management of asset inventory in compliance with defined asset management processes
- Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
- Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Contribute to ITSM Knowledge Base
- Develop an enhanced understanding of IT processes and policies
- Participate in training to continue to develop key functional and technical skills and improve business acumen
- Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
- Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
- Communicate frequently with Management, working to develop personal skills and abilities
- Seek to continuously improve operations
- Identify and suggest process and system enhancements
- Perform at a level that assists in attaining overall and team-level performance measures and goals
- Stay apprised of service center knowledge and industry best practices
Qualifications:
- Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
- High willingness to drive transformation and service improvement
- Ability to quickly adapt to and from single person to team working environments
- Highly self-motivated and directed
- Attention to detail
- Diverse capability for problem-solving, decision making and sound judgment
- Strong organizational and communications skills
- Highly professional demeanor with the ability to speak confidently, courteously and credibly to all levels of management.
- Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
- Foster a business focused environment delivering exceptional customer service and anticipating future customer needs
- Effectively examine events, issues and problems and generate optimal solutions in a timely manner
- Leads with a sense of collaboration and work effectively across the organization to achieve goal
**Equity Statement**
- Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs_
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