Specialist, IT Service Management

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

The IT Service Management Specialist will provide support for the Managed Services tool sets and supporting processes and procedures. This includes daily support on operational needs and ticket management/distribution to ensure all client access management requests are handled in a timely fashion. The ITSM Specialist will also provide Subject Matter Expert (SME) support for the ITSM ticketing system.

Reporting to the Manager Infrastructure, Managed Services, the ITSM Specialist 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 System 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 managment activities as assigned

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

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer meaningful work and opportunities for career growth.
- Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
- We offer an opportunity to build and grow a career in the technology industry.
- Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 18 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
- We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.

**Inclusion & Equal opportunity employment**:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

**Require accommodation? We are ready to help*