IT Service Management Specialist

2 weeks ago

Brampton, Ontario, Canada Buchanan Technologies Full time

**About the Role:**

We are seeking an experienced IT Service Management Specialist to join our team at Buchanan Technologies in Brampton/Mississauga area. As a key member of our ITS Client Technology Services Department, you will be responsible for managing the rollout of new processes or improvements on existing processes, tools and systems and providing necessary training to the operations team.

**Job Responsibilities:**

  • Process Optimization: Manage IT service management operations, particularly incident, change, configuration and problem management processes; ensuring that all teams follow the incident and problem management processes.
  • Major Incident Management: Serve as primary contact point in major incident management, including tracking and managing major incidents/outages through the complete incident life cycle, and identifies solutions preventing re-occurrence of incidents by facilitating discussions with various technology teams to identify root causes and contributing factors.
  • Communication Management: Manage the communication process during major incidents.
  • Change Management: Chairs IT production Change Management activities in ServiceNow platform using CAB Workbench.

**Requirements:**

  • A University Degree in Information Technology Systems or equivalent, plus additional course(s) and/or training an equivalent combination of education and experience.
  • ServiceNow System Administrator certification or ServiceNow Implementation Specialist is required.
  • Certification in ITIL v3 Foundations or ITIL v4 Foundations required.
  • Certification in ITIL intermediate level modules (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement) or ITIL Expert certification is preferred.
  • Minimum of 5 years of experience as a Change Manager with ITIL framework and ITSM best practices and process management, specifically Incident, Change, Problem and Configuration Management as well as Continuous Service Improvement.

**What We Offer:**

An estimated salary range for this role is between $80,000 to $120,000 per year, depending on experience. In addition to a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision coverage, as well as opportunities for professional growth and development.

**How to Apply:** If you have a passion for process optimization and are looking for a challenging and rewarding role, please submit your application today

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