IT Service Management Process Specialist

**IT SERVICE MANAGEMENT PROCESS SPECIALIST** **WINNIPEG, MB** **_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_** **_ Great Benefits_** - Competitive salary and benefits package. - Defined-benefit pension plan. - Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life - and community. - Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on nature of work, operational requirements and work location. Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation, commitment, and customer service, while actively supporting a diverse, equitable and inclusive workplace. The ITSM Process Specialist will report directly to the Web Database & Service Management Lead and will be responsible for overseeing ITSM processes within the D&T Business Unit. This position will lead the Change Advisory Board and the continuous improvement of the IT Change Management process. The ITSM Specialist will collaborate with ITSM process owners, assisting in process improvement. This role requires a deep understanding of ITIL best practices and the ServiceNow platform. As a Service Management Operations team member, you will provide ongoing administration, drive adoption, promote ServiceNow as the IT Service Management platform across Digital & Technology, and make strategic direction and product roadmap recommendations. **_ Responsibilities:_** - Lead the Change Advisory Board and Change Management process. - Develop and monitor SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) in the ServiceNow platform - and work with ITIL process owners to identify improvement opportunities. - Coordinate with Infrastructure and IT Operations stakeholders to further the maturation of Manitoba Hydro's IT Operations - Management processes through the ServiceNow platform. - Lead the development of dashboards and reporting in the ServiceNow platform. - Collaborate with ITSM process owners and D&T leadership to ensure adherence to ITSM processes and ITIL best practices. - Provide recommendations and guidance for the Business Unit across the IT Service Management platform. - Recommend new or improvements to best practices and standards for complex work group processes in the scope of IT - Service Management. - Assist in the administration of the ServiceNow platform. - Coordinate with stakeholders across the D&T to align business needs with product features. - Keep abreast of technology trends and best practices; communicate accordingly to management and staff. - Develop strong working relationships with industry contacts for the purpose of information sharing. **_ Qualifications:_** - A four-year degree in Computer Science or Computer Engineering from a university of recognized standing with a minimum of five years of related experience; OR - A two-year diploma in Computer Technology, Business Technology Management, Business Administration, or a related discipline from an institute of recognized standing with a minimum of seven years of related experience. MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY Reference Code: CO57045961-01 - Demonstrated experience in the development and monitoring of SLAs and KPIs. - In-depth knowledge of IT Change Management processes and other ITSM processes. - Experience with ServiceNow Performance Analytics. - Certification in ITIL would be considered an asset. - Experience in IT Operations Management (ITOM) would be considered an asset. - Ability to perform in a coordinating role effectively and diplomatically, often under difficult circumstances, and in a - cross-disciplinary team environment. - Demonstrates the ability to work independently and in a team environment. - Strong interpersonal, relationship building and trust building skills. - Excellent written and verbal communication skills, as well as facilitation and presentation skills with the ability to articulate new - ideas and concepts. - Demonstrated ability to effectively motivate, direct, and influence personnel. - Must obtain and maintain a current Personnel Risk Assessment and a "Clear" security rating in accordance with Manitoba - Hydro policy P513. - Critical Infrastructure Protection (CIP) Training is required and must be completed prior to the transfer date and renewed annually. **_ Salary Range_** Starting salary will be commensurate with qualifications and experience. The range for the classification is $47.22-$65.19 Hourly, $90,484.68-$124,925.58 Annually. We thank you for your interest and will contact you if you are selected for an interview. **_ This document is available in accessible formats upon request. Please let us know if you require any ac