ITSM Specialist

4 weeks ago

Toronto, Ontario, Canada Maarut Inc Full time
Job Description

Operational Support and Service Management:

  • Ensure that operational support requests are assigned and actioned in compliance with service level targets, leveraging expertise in middleware application suites such as IBM WebSphere Application Server/NDM/Liberty, IBM DataPower, and Deployment Automation.
  • Review queue manager processes to ensure they are functioning to target levels, utilizing middleware monitoring tools like ITCAM and cloud technology including Kubernetes/Ansible.

Incident and Service Request Management:

  • Ensure incident tickets are cleared and complete, supporting basic triage roles and assigning tickets to Tier 3 specialists, while monitoring tickets to ensure compliance with service level targets.
  • Review reporting and metrics to ensure SLA is met on closing/resolving tickets, providing reports on current status and historical trends.

Service Request Fulfillment and Configuration Management:

  • Monitor standard service requests in support of clients, including password administration, account administration, and access to tools like monitoring automated deployment log analysis.
  • Provide support in managing SUS components in CI inventory, updating CI components and relationships, and preparing regular reports on CI inventory.

Roles and Responsibilities:

  • This position will support and manage the service management role related to hosting client applications in the shared hosting environment of the Shared Utility Service (SUS), performing operational tasks such as incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis.
  • The ITSM Specialist Analyst will have expertise in middleware services and technology, including application hosting services, WebSphere infrastructure configuration, network services, and cloud services, providing support for the larger SUS team in hosting and supporting 200 Java applications.

Requirements:

  • Experience with middleware application suites, ITIL Incident Management process, ITIL Change Management process, Remedy/eSMT or other service management tools, reporting tools and data visualization, and standard MS office suite.
  • Demonstrated experience with setting up workshops with business users, planning and implementation of releases, developing project plans, project change management, and working in communications or organizational development roles.
  • Extensive experience with operations and service management on large IT platforms, service management analytics and reporting tools, SDLC and DevOps processes and tools, and Client Relationship Management.
  • 10+ years of experience in developing internet/intranet applications, implementing physical infrastructure environments, and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB.
  • 3+ years of experience in enterprise application development, providing application and security architecture for complex enterprise-wide projects, and experience with public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process.

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