ITIL Process Strategist

4 days ago

Toronto, Ontario, Canada Softchoice Full time
Job Description

As an ITIL Process Strategist at Softchoice, you will be responsible for driving the development and implementation of IT service management processes that align with industry best practices.

This role will require close collaboration with cross-functional teams to ensure seamless operations and maintain a strong understanding of process design, continual improvement, and associated metrics.

You will work closely with stakeholders to review and analyze process compliance, evaluate ROI of implemented improvements, and continually report on process performance.

The ideal candidate will possess ITIL v4 certification, five years of experience in process architecture and standards, two years of experience working within a Managed Services Provider, and excellent problem-solving skills.

Key Responsibilities:
  • Collaborate with Solutions Development team and cross-functional teams to create a governance framework, strategy, and process for all service introductions (SI) and Continual Service Improvement (CSI).
  • Provide knowledge and resources to ensure stakeholders understand the impact on process compliance and architecture prior to a service introduction and/or changes to processes.
  • Accountable for working with Managed Service and Cross-functional stakeholders to create and maintain current knowledge articles and process documentation.
  • Identify improvement opportunities and help to deliver them.
  • Hold regular process reviews with Operations Lead(s)/Owner(s), and Business stakeholders to keep the process up-to-date and to ensure it's being invoked as intended.
Requirements:
  • ITIL v4 certification
  • Five years of experience in process architecture and standards
  • Two years of experience working within a Managed Services Provider
  • Ability to analyze critical factors and variables
  • Strong organization skills and attention to detail
  • Strong problem analysis and solving skills
  • Self-interest to maintain updated knowledge with technology (industry) best practices

Estimated Salary: $120,000 - $150,000 per year.

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