ITSM Process Development Specialist

2 weeks ago

Toronto, Ontario, Canada CB Canada Full time
Job Description

Job Title: Senior IT Consultant - IT Service Management

Job Summary:

CB Canada is seeking a highly skilled Senior IT Consultant - IT Service Management to join our team. As a Senior IT Consultant - IT Service Management, 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 the client ministries, working collaboratively with stakeholders and vendors.
  • 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 the ministry clients during the implementation and transition phases of the projects.
  • Identify and communicate to the project team any risks, issues, concerns, and mitigation strategies with the ITSM deliverables.
  • Prepare Project Leads in presenting status reporting of ITSM project milestones and deliverables for Ministry specific roll-up and project governance committees.
  • 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 can provide input into organization effectiveness, considering risk and change management methodologies.
  • Engage in effective consultation, negotiation, and mediation activities to build consensus.
  • Identify problems and make appropriate recommendations for resolutions.
  • Skilled at process mapping and documentation and development of RACI charts.
  • Effective communication skills to take large complex information and present issues in a clear logical manner.

Requirements:

  • 5+ years' experience in IT Service Management.
  • ITSM/ITIL or equivalent certification.
  • ITSM Knowledge and Experience.
  • Demonstrated experience and expertise working with IT Service Management for service delivery.
  • Demonstrated experience in implementing ITSM processes, guides, and establishing roles and responsibilities as part of a new service offering.
  • 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.
  • Demonstrated experience in resolving complex problems through analysis, recommendations, and development of options.
  • Demonstrated analytical skills that include research, collaboration, and creativity.
  • Demonstrated ability to communicate options and opportunities for a problem to gain consensus to execute a resolution strategy.

Assignment Details:

Assignment Start Date: ASAP

Assignment Location: Toronto, ON - Work Hybrid

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