Practice Manager

7 months ago

Montréal, Canada WSP Full time

The ITSM Practice Manager for Knowledge and Service Catalogue Management, reporting into the Practice Director (Transition), is responsible for ensuring governance of these ITIL aligned processes used in operations, as well as analysing the associated performance and operational metrics to measure effectiveness and drive improvements, with focus on user-experience and business outcomes.

Job Responsibilities:

- Responsibilities of this role include (but are not limited to):

- Supervise daily activities based on allocation of work.
- Support process and procedure transitional activity to enable our future state operating model.
- Ensure the Knowledge Base is maintained according to defined policies, processes, and procedures. (Processes must clearly outline the responsibilities of those who are responsible for providing and ensuring the currency and integrity of information in the Knowledge Base, e.g., Service Owners or Subject Matter Experts). Ensure Knowledge is captured, classified, recorded, and shared appropriately, ensuring quality standards are maintained.
- Be accountable for the promotion and communication of Knowledge Management policies processes and procedures.
- Work alongside Operational Readiness processes to make sure knowledge is documented, and the Service Catalogue is updated before new services or changes to services go live.
- Ensure adherence to policies, processes, and standards across all hubs. Address gaps or non-conformance to process as required to ensure integrity of service delivery. Conduct process maturity assessments and use feedback to adjust as necessary.
- Develop metrics and reporting to highlight the effectiveness of the knowledge base and the Service Catalogue and to identify any associated gaps. Key measures should include:

- Trended performance to gauge where issues reported are being resolved as FCR, or not. Make recommendations and track improvements where gaps need to be addressed e.g., create Knowledge articles or train the service desk.
- Where Generic Service Requests are raised, identify where new catalogue items may be required or where catalogue items may need to be more easily identifiable. Address as required.
- Support M&A activity as required to ensure seamless integration of Knowledge and Service Catalogue information aligned to the defined Service Portfolio.
- Through effective governance, identify barriers to effective service performance:

- Improve operational efficiency by reducing the need to rediscover knowledge.
- Promote a culture of getting things right 1st time and increasing first contact resolution (FCR) by making sure knowledge is fed into the service desk for learning and improvement. For tickets not being resolved as FCR, make recommendations and address gaps as necessary.
- Increase self-service adoption by ensuring appropriate user-facing articles with a view to increased ‘shift-left’ or self-service.
- Identify Incidents that can’t be fixed by the service desk and make sure these are recorded as knowledgebase articles, so the desk knows where to reassign to for quicker handling of tickets.
- Ensure Known Errors and workarounds fed-in from Problem Management are documented.

SKILLS AND QUALIFICATIONS:
**Required**
- Solid knowledge and experience of ServiceNow.
- Proven supervision skills.
- Enthusiasm and dedication to drive continual improvement and, or change.
- Excellent analytical, documentation and communication (both verbal and written) skills.
- Experience of working to (and exceeding) Service Level Agreements.
- Process and detail orientated with a methodical and planned approach to achieving goals.
- Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.
- Be comfortable with ambiguity, thrive on change and engender a collaborative approach.
- Act as an advocate for the IT Organisation both externally and internally.
- Bachelor’s degree in Information Technology or a related field.

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