ITSM Specialist

3 weeks ago

Toronto, Ontario, Canada Maarut Inc Full time
Job Title: ITSM Specialist - Intermediate

Job Description:

As an ITSM Specialist - Intermediate at Maarut Inc, you will play a crucial role in ensuring the smooth operation of our IT services. Your primary responsibility will be to manage and support the IT service management processes, ensuring that they are aligned with our business goals and objectives.

Key Responsibilities:

  • Ensure that operational support requests are assigned and actioned in compliance with service level targets.
  • Review queue manager processes to ensure they are functioning to target levels.
  • Ensure incident tickets are cleared and ensure completeness of information.
  • Support basic triage role and ensure tickets are assigned to Tier 3 specialists.
  • Monitor tickets to ensure compliance with service level targets.
  • Review reporting and metrics to ensure SLA is met on closing/resolving tickets.
  • Provide reports on current status of assigned tickets.
  • Provide historical reports on volume performance trends, etc.

Requirements:

Experience and Skill Set Requirements:

Must Haves:

  • Experience with middleware application suite such as IBM WebSphere Application Server/NDM/Liberty, IBM DataPower, Deployment Automation, Middleware Monitoring tools e.g. ITCAM, Cloud technology including Kubernetes/Ansible.
  • Experience with ITIL Incident Management process.
  • Experience with ITIL Change Management process.
  • Experience with Remedy/eSMT or other service management tools.
  • Experience with reporting tools and data visualization e.g. PowerBI.
  • Demonstrate strong communication and problem-solving skills.
  • Experience with standard MS office suite.
  • Demonstrate initiative and responsiveness.

Skill Set Requirements:

General Project Management and Communications Skills:

  • Demonstrated experience with setting up workshops with business users.
  • Demonstrate strong communication, facilitation, negotiation, consensus building, and problem-solving skills.
  • Demonstrated experience with planning and implementation of releases.
  • Demonstrated experience with developing project plans.
  • Experience with project change management.
  • Experience working in communications or organizational development role.

Operations Support and Service Management Skills:

  • Demonstrated experience with operations and service management on large IT platforms.
  • Experience with service management analytics and reporting tools.
  • In-depth knowledge of SDLC and DevOps processes and tools.
  • Extensive Client Relationship Management experience.

Architecture, Implementation & Integration:

  • 10+ years of experience in the development of internet/intranet applications of enterprise-wide large, medium or small size, multi-platform, n-tier, multi-component applications.
  • 10+ years of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB.
  • Demonstrated competency and experience with the Zachman framework.
  • Demonstrated knowledge and experience with business/information/application/technology/security architectures with enterprise architecture.
  • Demonstrated experience with AODA.

Enterprise Security Solution & Java Application Development:

  • 3+ years of experience in enterprise application development focused around the use of features such as APIs (REST and SOAP), microservices, SOA, ESB, Single Sign On, Identity Access Management, Omni-channel design, J2EE, and J2EE security.
  • Demonstrated experience with providing application and security architecture for complex enterprise-wide projects.

Public Sector Experience:

  • Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset.

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