IT Service Management Specialist

1 week ago


Victoria, British Columbia, Canada Integro Softwares Inc Full time
Job Summary

We are seeking an experienced IT Service Management Specialist to join our team in Victoria. As a key member of our service desk, you will be responsible for providing exceptional customer service, managing incident and problem tickets, and collaborating with cross-functional teams to drive business outcomes.

Key Responsibilities:
  • Data entry and management of sensitive information within various systems
  • Verification of accuracy and quality of work completed by team members
  • Onboarding and offboarding procedures
  • Request queue management and monitoring of aging tickets
  • Assistance with backlogged tickets and prioritization of tasks
  • Support with Microsoft Office products and applications
Requirements:
  • Bachelor's degree in Computer Science, IT, Business Administration, or related field
  • Minimum 3 years' experience leading a customer service function in a fast-paced, multi-project environment
  • ITIL certification or equivalent experience
  • Experience working with ServiceNow or similar ticketing systems
  • Enterprise-level experience on a level 1 team
  • Strong communication, leadership, and collaboration skills
  • Ability to prioritize tasks, manage time effectively, and meet deadlines
  • Excellent customer service, listening, and problem-solving skills
Competencies:
  • Customer Orientation: Ability to stay close to customers and anticipate their needs
  • Team Management: Experience in creating and maintaining functional work units and building effective teams
  • High Standards: Possession of high inner work standards and pride in work quality
  • Organization & Planning: Strong organizing and planning skills, with ability to prioritize tasks and manage time effectively
  • Results Orientation: Focus on achieving goals and persisting until objectives are met
  • Communicativeness: Ability to exchange information effectively and disseminate it to others
  • Change Mastery: Adaptability and ability to embrace change and modify behavior when necessary
  • Business Thinking: Understanding of how work connects with and affects other areas of the organization
  • Relationship Building: Ability to establish and maintain relationships with colleagues, vendors, and suppliers
Benefits:

We offer a competitive salary range of $60,000 - $80,000 per annum, depending on experience, as well as a comprehensive benefits package including health insurance, retirement savings plan, and paid time off.



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