Specialist, IT Service Management

7 days ago

Toronto, Canada Softchoice Full time

Reporting to the Manager Infrastructure, Managed Services, the Sr. Specialist, IT Service Management will engage regularly with system stakeholders and cross-functional teams to ensure the smooth, ongoing operations of our Keystone Technical Support Center and ticket management systems and their proper evolution to meet ever changing business needs.

Major Responsibilities
- Act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationships.
- Troubleshoot and fix issues related to Service Now.
- Provide administrative support of users, roles, and groups.
- Maintaining and reviewing effectiveness and efficiency of all ITSM processes
- Support the upgrades and evolution of ServiceNow
- Monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requests
- Work with other members of the Platform team on an as needed basis to ensure that the design and processes meet technical requirements.
- Validate Service request requirements and work them to completion in ServiceNow
- Participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancements
- Other Sys admin duties as assigned

Platform Management - Define/maintain process and procedure documentation to support Service Operation best practices.
- Build and maintain key artifacts for operational support (process and procedure documentation, workflows, checklists etc.)
- Provide training and guidance to support teams, includes new hire onboarding, new features
- System Audit requirements - regularly review access management to key systems to ensure that systems are secure and audit requirements are met (SOC audit).
- Reporting and data analysis
- Other process mgmt. activities as assigned

**Skills**:

- Excellent communication and customer service skills
- Proven ability to learn
- Good understanding of ITIL methodologies
- 2-3 years’ experience of ITSM industry experience
- Experience working in the ServiceNow platform a preference
- Working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management is an asset

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