IT Service Desk Implementation Specialist

**Job Title**

IT Service Desk Implementation Specialist - Contract

**Vacancy No**

VN8517

**Company Name**

Compugen Inc

**Work Location**

Moncton, NB

**Base Pay Range**

To be discussed during the recruitment process

**Job Details**

**About Compugen**: Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people - they are the connection that truly makes the magic happen
**Our Culture**: We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.
**Position Overview**:
We are seeking an experienced IT Service Desk Implementation Specialist to lead the planning, setup, and transition of our internal service desk operations. This role will oversee the migration from a third-party service desk provider to a fully functional in-house service desk, ensuring alignment with industry best practices and organizational needs.

**Key Responsibilities**:

- Assess current service desk operations and identify requirements for internal setup.
- Develop a comprehensive checklist and roadmap for service desk implementation.
- Design the service desk structure, including roles, responsibilities, and escalation procedures.
- Define and document service desk processes (incident management, request fulfillment, change management, etc.).
- Identify and recommend appropriate service desk tools and technologies (Microsoft-based or compatible solutions preferred).
- Configure and implement chosen technology platforms, ensuring integration with existing IT infrastructure.
- Establish performance metrics, reporting standards, and service level agreements (SLAs).
- Train internal staff on service desk operations, processes, and tools.
- Manage the transition plan from the third-party provider to the internal team with mínimal disruption.
- Ensure compliance with security, data privacy, and IT governance standards.

**Skills & Qualifications**:

- Proven experience in IT service desk setup or ITSM (IT Service Management) implementation.
- Strong knowledge of ITIL best practices.
- Experience with Microsoft-based environments and service desk software.
- Ability to document processes and create operational playbooks.
- Excellent communication and project management skills.
- Strong problem-solving abilities and attention to detail.

**Equity Statement**: At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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