IT Service Management and Adoption Specialist

6 months ago

Toronto, Canada OntarioMD Full time

**IT Service Management and Adoption Specialist**
**Permanent Full Time**
**Job Band: 4**
**Location: Toronto**
- Reporting to the Manager of IT Operations and Support, the IT Service Management and Adoption Specialist is responsible for deploying and managing OntarioMD’s corporate IT services, including various Microsoft online services, and for driving improvements and user adoption. Additionally, this role involves combining technical and service management skills with strategic planning to enhance IT services in collaboration with business and technical teams.
**Reporting to the Manager, Product & Service Management, this role**:

- Monitoring and reporting on usage patterns and usage rates to ensure that employees are using the systems efficiently and effectively and identifying potential areas for improvement.
- Develop and execute plans aligned with industry frameworks (e.g., ITIL) to enhance service adoption.
- Create and maintain corporate IT service documentation including training materials, policies, procedures.
- Monitor service advisories, product updates as well as other information sources, and work with key partners to compile and deliver end-user communication and training.
- Manage the deployment of new features or functionality after they have been tested in a staging environment.
- Handle escalated support and incident coordination.
- Work closely with our other support teams to provide quality customer service.
- Perform other operations and support duties as assigned by the Manager, Operations and Support.

**Requirements that are important to us**:

- Minimum of 5 years of experience in service management and adoption or a related role, with knowledge of service management principles, processes, and best practices.
- Hands-on technical experience configuring, managing, and supporting secure online services (preferably Microsoft 365).
- Proven experience enforcing ITIL framework and SDLC process.
- Information security focussed mindset; applies a basic knowledge of information security and risk mitigation principles, theories, and techniques in daily work.
- Strong ability to learn quickly and adapt to change in business landscape and working environments.
- Strong troubleshooting and problem-solving capabilities including the ability to identify issues that require assistance or escalation for final resolution.
- Strong team player, excellent attitude, takes initiative, and willing to help achieve team success.
- Excellent presentation and verbal communication skills to all organizational audiences including executive. Contribute to and/or lead working groups. ‎
- Strong organization and time management skills with the ability to multitask.
- Relevant certifications an asset (e.g.: MS office 365 Administration Expert, ITIL, Prosci)

**Benefits we think you'll like**:

- Fantastic opportunity to grow within the team and throughout the organization.
- Professional development and continuous in-house learning opportunities.
- Fun, friendly, and dynamic work environment with a passion for digital health.
- Competitive salary and bonus program.
- Exceptional group benefits package paid by the organization.

**_ How to Apply:_**

**_We continue to encourage staff to follow the Public Health recommendations and stay up to date with their vaccinations._**
**_OntarioMD has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office. All recruiting activities including interview and new hire onboarding will be conducted remotely. While we are doing our best to ensure reasonable response times, please expect potential delays._**
**_OntarioMD does not solicit personal information such as banking information or passport information over social media sites for employment purposes._**

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