Specialist TIS Service Delivery

4 days ago

Edmonton, Alberta, Canada Enbridge Full time

Posting End Date:

October 16, 2024

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

This role is responsible for driving and improving end user experiences through Service Desk and IT Service Management (ITSM). This role is essential in ensuring efficient and effective IT support operations while continuously improving the overall end user experience.

Enbridge is progressive, offers flexibility, opportunities for growth, work life balance, competitive benefits, pension plan, and generous time off. Apply today, we'd love to hear from you

What You Will Do:

  • Lead all aspects of the daily operations of the service desk, drive and improve ITSM processes such as Incident, Change and Request fulfillment, and lead transformation initiatives to optimize service delivery and improved end user experience in alignment with industry standard methodologies while focusing on overall SMO reporting ensuring process alignment and maturity

  • Lead, mentor, and develop the offshore service desk team, encouraging a collaborative and high-performance culture despite geographical distances. Implement ITIL(Information Technology Infrastructure Library) principles in team management to align service desk practices with leading industry standards.

  • Monitor team performance, set objectives, and conduct regular performance reviews, demonstrating virtual management tools and techniques. Develop and maintain service desk metrics and KPIs to track performance and identify areas for improvement

  • Serve as an escalation point for sophisticated or high-impact issues, ensuring timely resolution and effective communication with collaborators.

  • Lead digital transformation initiatives to modernize service desk operations, including the implementation of AI-driven chatbots, automated workflows, and self-service portals.

Who You Are:

  • You possess a related university degree in Information Technology OR a two-year technical diploma. A combination of education and experience may be considered.

  • Seven or more years of directly related experience in IT Service Management, IT Operations.

  • Proficient in ITIL or equivalent frameworks. Solid understanding of ServiceNow

  • Experience managing IT related projects and teams.

Physical requirements:

Include but are not limited to: Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement.

Mental requirements:

Include but are not limited to: Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, prioritize thoughts and ideas into understandable terminology, coordinate and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer . We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting .

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