ITSM Process Excellence Specialist

4 weeks ago


Greater Toronto Area, Canada Vaco Full time

We are seeking a seasoned IT Service Management (ITSM) professional to join our team at Vaco as an ITSM Business Analyst. This key role involves leveraging deep knowledge of ITSM practices and governance frameworks to drive organizational excellence.

Key Responsibilities:

  • Conduct thorough assessments of existing ITSM processes, identifying areas for improvement or redesign.
  • Perform rigorous gap analyses, comparing current methodologies against industry best practices to uncover opportunities for enhancement.
  • Collaborate closely with operational teams to ensure ITSM processes align with strategic objectives and integrate smoothly into daily workflows.
  • Develop and refine ITSM governance models to boost efficiency and maintain compliance with standards.
  • Act as the primary link between process design and operational execution, ensuring proposed changes are effectively implemented and sustained.
  • Engage with stakeholders through workshops and meetings, gathering insights and feedback to inform ongoing improvements.

Requirements:

  • Demonstrated experience as an ITSM Business Analyst or similar role, with a proven track record of enhancing ITSM processes.
  • In-depth understanding of ITSM frameworks, practices, and governance principles.
  • Familiarity with ServiceNow at a user level – no configuration or development expertise required.
  • Strong analytical skills and a background in performing complex gap analyses to generate actionable recommendations.
  • Exceptional communication and interpersonal skills enabling effective collaboration across functional teams.

Estimated Salary: $85,000 - $110,000 per annum, depending on location and experience.


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