Senior IT Consultant
1 week ago
**Senior IT Consultant - IT Service Management**
We are seeking a highly skilled Senior IT Consultant to join our team at CB Canada. As a Senior IT Consultant, you will be responsible for developing and implementing IT Service Management (ITSM) processes and procedures to align with enterprise and industry standards.
Key Responsibilities:
- Develop and implement ITSM processes and procedures to align with enterprise and industry standards.
- Collaborate with stakeholders to develop and define ITSM processes, including Change, Incident, Problem, Service Request, and Asset Management.
- Manage the ITSM process implementation on behalf of our clients, working collaboratively with vendors and stakeholders.
- Assist in the development of process guide documentation and align processes to enterprise and industry standards, contract requirements, and operational needs.
- Provide strategic support for clients during the implementation and transition phases of projects.
- Identify and communicate risks, issues, concerns, and mitigation strategies with the ITSM deliverables.
- Prepare project leads in presenting status reporting of ITSM project milestones and deliverables.
Requirements:
- 5+ years' experience in IT Service Management.
- ITSM/ITIL or equivalent certification.
- Excellent knowledge and understanding of IT Service Management (ITSM) best practices and processes.
- Experience with the development and implementation of ITSM processes for the delivery of an IT service.
- Strategic thinking skills and ability to provide input into organization effectiveness, considering risk and change management methodologies.
- Effective communication skills to take large complex information and present issues in a clear logical manner.
Preferred Skills:
- Knowledge of ITSM tools and solutions (e.g., Remedy, Service Now, network monitoring tools).
- Familiar with ITSM metrics and KPIs to develop custom reports.
- Experience in implementing Service Transition and Service Operations processes in a large complex IT environment.
- Continual Service improvement processes experience.
- Process and Documentation Development.
- Ability to produce detailed workflows, processes, and procedures to support them to align with standards.
- Development of process guides for Service Transition and Service Operations processes.
- Development of detailed RACI charts that include detailed definitions of service delivery roles.
- Development of communication material and operational instructions.
- Experience in defining and documenting service level agreements.
- Communication Skills.
- Excellent written and oral communication skills.
- Effective presentation skills with expertise in delivery presentations to non-IT personnel.
- Experience creating reports and dashboards on project status and other KPIs.
- Ability to effectively facilitate meetings with different groups and stakeholders to produce collaborative workflows and processes.
- Proficiency with Outlook and MS Office Suite (including Visio and PowerPoint).
- Experience in preparing executive level presentations that describe the approach and steps to implementing the ITSM deliverables.
What We Offer:
- A dynamic and collaborative work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
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