Rq09657 - Itsm Specialist - Intermediate

**Must Haves**:

- Experience in setting up ITSM processes.
- Creating reports for processes set-up.
- Experience Fine-tuning processes and improving KPIs.
- Experience with Remedy/eSMT or other service management tools
- Experience with reporting tools and data visualization e.g. PowerBI
- Experience with ITIL, release management, capacity management, incident and change management.
- Middleware Monitoring tools e.g. **Dynatrace**or other tools.

**Knowledge of** - IBM WebSphere Application Server/NDM/Liberty and cloud technologies - IBM middleware, cloud based technologies and database.

**ITSM Specialist**

**Description**

Responsibilities: Provide execute and coordinate ITSM process activities and establish standard methodologies Provides technical guidance in ITSM processes that relates to: Service Planning, Incident Management, Change Management, Release Management, Service Level, Service Activation, Configuration, Problem management, Availability, Capacity and continuity Management, Training and Reporting. General Skills: Knowledge of systems analysis, design, development, configuration, testing release and installation principles, and tools for IT Service Management (ITSM) Identify technical and change management needs Knowledge of technology management, network infrastructure, and emerging technologies in the areas of telecommunications, office automation, productivity tools, and information management tools. Enterprise ITSM/ITIL principles, protocols, processes and standards knowledge Customer relationship management experience.

**Skills**

**Experience and Skill Set Requirements**

**General Project Management and Communications Skills - 30%**
- Demonstrated experience with setting up workshops with the business users.
- Demonstrate strong communication, facilitation, negotiation, consensus building and problem-solving skills
- Demonstrated experience with planning and implementation of releases.
- Demonstrated experience with developing project plans.
- Experience with project change management
- Experience working in communications or organizational development role

**Operations Support and Service Management Skills - 30%**
- Demonstrated experience with operations and service management on large IT platforms.
- Experience with service management, analytics, and reporting tools.
- In-depth knowledge of SDLC and DevOps processes and tools.
- Extensive Client Relationship Management experience.

**Architecture, Implementation & Integration - 25%**
- 10+ years’ of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB
- Demonstrated competency and experience with the Zachman framework
- Demonstrated experience with AODA

**Enterprise Security Solution & Java Application Development - 10%**

**Public Sector Experience - 5%**
- Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset

**Job Type**: Fixed term contract
Contract length: 6 months

Pay: Up to $80.00 per hour

Application question(s):

- Do you have experience in setting up ITSM processes?
- Do you have experience Fine-tuning processes and improving KPIs.?
- Do you have experience with Remedy/eSMT or other service management tools?
- Do you have experience with reporting tools and data visualization e.g. PowerBI?
- Do you have experience with ITIL, release management, capacity management, incident and change management.

Middleware Monitoring tools e.g. Dynatrace or other tools?
- Do you have Ministry experience?

Work Location: Hybrid remote in Toronto, ON M5B 2L1