Itsm Specialist

**ITSM Specialist**

ITSM Specialist
Information Technology - IT Service Desk & Tech Support
Temporary Full Time (12 months)
Days - 8 Hour Shifts (Subject to Change)
Lakeridge Health Oshawa
Salary $39.310 - $53.510 per hour
2400000379

Description:
The ITSM Specialist role is to oversee the entire IT Service Management (ITSM) process and ensure a quality customer experience for all IT services. The ITSM Specialist will directly oversee the end-to-end ticket management and workflows of the IT Service teams in the department, in coordination with IT management. The ITSM Specialist, Information Technology, reports directly to the Information Technology Operations Manager and has a working relationship with the whole IT Leadership team.
The ITSM Specialist will champion the ITIL processes for the department and monitor and coach teams for compliance. They will also coordinate Problem, Asset and Knowledge Management for the Department.

Duties/Responsibilities:
" Act as the IT Service Ambassador for the department.
" Coordinate the planning, design, and implementation of ITSM processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders as it relates to the IT department.
" Travel to the sites on a regular basis to survey staff and ensure we are delivering on our promises and meeting expectations.
" Review existing processes then assess and update to align with ITIL processes.
" Create training documentation and coordinate to train IT Service Teams accordingly.
" Carry out monitoring of service requests to ensure they are accurately created, assigned, prioritized, and categorized in line with KPI's and SLO's.
" Track ticket trends in Service requests and create problem tickets linking all affected tickets.
" Analyze performance of the complete IT Service Team activities and identify problem areas, document resolutions, then devise and deliver solutions to enhance quality of service and to prevent future problems.
" Provided IT Service representation on Project meetings and assist with operationalizing new systems.
" Other duties, as required.

Qualifications:
" College diploma or university degree in the field of computer science, information sciences, or related technical field and/or [5] years equivalent work experience is a plus
" Proven track record of developing and providing Service Level Agreements and Service Request deliverables.
" Demonstrated communication and interpersonal skills which will enable you to communicate in a positive, professional manner with users, co-workers, and leadership
" Previous experience in a similar specialist or service role
" Demonstrated effective communication and multi-tasking skills.
" Proven ability to perform effectively in high-pressure situations.
" Demonstrated progressive experience in assisting with management of a support team.
" Knowledge of healthcare technology environment is an asset
" ITIL Foundation certification is an asset
" Knowledge of the whole IT Service Management cycle - Incident Management. Problem Management, Change Management, etc. is an asset

**CONDITIONS OF EMPLOYMENT**:
The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.

Lakeridge Health thanks all applicants, however, only those selected for an interview will be contacted.

Successful External applicants must provide a satisfactory Criminal Investigation Reference for the vulnerable sector, dated within the past six (6) months.

Accommodation will be provided in all parts of the recruitment and assessment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Applicants need to make their needs known in advance.