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Itsm Process Coordinator
2 weeks ago
**Job Posting**
- As a member of the IT team, the ITSM Process Coordinator is the catalyst to lead the implementation, management and continuous improvement of IT best practice processes across the IT organization. Adopting these industry best practices is a key component of IT’s role as an Enterprise IT Service Provider for HRM business units.**DUTIES AND RESPONSIBILITIES**:
- Leads ITSM process activities through the development of policies, processes and procedures in order to establish a standard methodology and practice that will optimize IT service support and delivery performance;
- Communicates process standards to ensure understanding across the organization;
- Monitors configuration process activities to ensure standards are being adhered to and that other best practice process activities are integrated accordingly;
- Responsible for configuration management and for designing and populating an enterprise CMDB, and establishing best practices for Configuration Management service across IT;
- Monitors the environment and ensures proper baseline identification of Configuration Items (CIs), performs audits and provides verification of version release configuration items;
- Develops and maintains an ongoing configuration management process, standards and procedures based on ITIL best practices; this includes process audits, data accuracy governance with CI owners;
- Works with CI owners to develop and validate relationships and data mapping as part of CMDB population, as well as a process to maintain in the future;
- Develops, fosters and manages effective relationships and partnerships with management, project managers, clients, vendors, suppliers, team-members, and colleagues to facilitate cooperative approaches to ensure successful service delivery;
- Drafts and distributes communications, on regular intervals, to management, staff, and clients in support of process activities. (i.e. notifications about system failure post mortem reviews, upcoming maintenance on production systems, service performance levels and actions being taken to improve performance, etc.)
- Supports process activities by engaging technical and non-technical partners offering a consultation/education/training function to ensure process activities are successfully carried out;
- Provides information and explanations regarding process objectives, how process activities are performed, process maturity, and impacts to services being delivered;
- Designs, implements and maintains performance measurement systems and reports to monitor and analyze trends associated with IT processes and service performance;
- Monitor process performance to ensure compliance, and identify proactively opportunities to continually improve performance.
**QUALIFICATIONS**
**Education and Experience**:
- Degree in Computer Science or related field, or suitable combination of a degree with IT training and IT experience;
- Minimum 8 years of experience in an IT service delivery / operations environment where IT best practice processes have been successfully implemented;
- ITIL Foundations Certificate required, ITIL Expert or Master certificate preferred;
- 3-5 years of best practice process leadership experience, preferably in an ITIL environment;
- Direct experience in high-volume incident & change management environment on an enterprise scale;
- Experience in project management methodologies and frameworks;
**Technical / Job Specific Knowledge and Abilities**:
- Leadership, presentation and facilitation skills and the ability to demonstrate influence with partners during the change management aspects of best practice process implementations;
- Effective communication, relationship management, tact, and negotiating skills, to plan, control and lead effective IT process activities with respect to competing demands and service values; prepare and present plans and reports; and be an effective representative and relationship manager;
- General project management knowledge, including planning, costing and progress tracking to ensure successful implementation of IT best practices and successful delivery
**Authority / Decision Making**
- Works under the direction of the Director, Service Management & Operations, and within the framework of the mandate of HRM’s IT direction, objectives, standards and policies and within industry, IT trends and standards;
- Makes recommendations to IT senior management;
- Ensures successful IT service delivery through consistent ITIL process execution, quality and compliance to standards;
- Coaches, mentors, and assists IT staff through their advanced knowledge of implemented configuration management processes & enabling technology;
- Determining appropriate level and nature of communications to ensure co-ordination between ITSM, clients and process partners.
**Security Clearance Requirements**: Applicants may be required to complete an employment security screening check.-
**COMPETENCIES**: Decision Making, Managing Chang
