IT Request Officer

2 days ago

Montréal, Canada Business Development Bank of Canada Full time

No other bank is doing what we do.

At BDC, we help Canada and its entrepreneurs create a prosperous, inclusive and green economy. Our mission is to help Canadian businesses thrive by providing financing, capital and advisory services. We’re devoted to Canadian entrepreneurs. We’re also dedicated to our employees. Adaptable. Inspiring. Different. There’s a reason we like to work here, and we think you’ll like it too. Join BDC and help make a difference

Diversity. Equity. Inclusion. They’re more than just words for BDC. These concepts are foundational to our success and to our ability to attract, retain, mobilize and develop the right talent, as well as to offer a healthy, professional and collaborative environment. We are committed to cultivating and preserving an environment where all employees can thrive, and, for over a decade, we have been recognized as one of Canada's Top 100 Employers and one of Canada's Best Diversity Employers. In recruiting for our team, we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, beliefs, experiences, and more.

POSITION OVERVIEW

Reporting to the ITSM manager, the IT Request officer will be responsible to manage and oversee all the requests refered to IT department. The day to day activities will consist of refering the request's tasks to the proper teams, execute procedures of request fullfilment under his/her responsibilities and follow up outstanding request tasks dispatched to different BDC fullfilment groups.

CHALLENGES TO BE MET- Manage and oversee all the IT requests opened through IT Service Desk & Self serve catalog- Ensures timely handling of all service requests- Execute procedure to proper deliver the requested services under his/her responsibilities- Maintain the workflows of the Self Serve requests to ensure accuracy of the task assignments- Identify automation opportunities.- Work with the IT & ESM team to develop automations- Work with the different teams to identify and maintain the SLAs of the different Request types- Maintain the IT Request Process and identify improvement opportunities- Maintain and develop KPI for IT request Process

WHAT WE ARE LOOKING FOR- Good experience with ITSM tools (ServiceNow an asset)- Diploma/certificate in computer systems, or equivalent- Three to five years of experience in a service desk support environment, or a combination of experience and equivalent education- ITIL V3 certification or higher an asset.- Calm and welcoming personality with excellent customer management skills- Highly effective, oral and written, communicator with good interpersonal skills- Ability to work in a highly autonomous environment with little supervision- Ability to work accurately in a fast-paced environment.

With us, you'll be able to achieve the work/life balance you're looking for, with competitive working conditions and above-market flexible benefits. This includes modern workspaces to work from when you are in our offices, and, for some specific positions, the ability to work remotely, on reserve, and/or within your community.

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