IT Service Management Process Specialist

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.

**Reports to**: Manager, IT Service Management

**Department**: IT (Corporate)

**Term**: Permanent Full Time

**The opportunity**:
Equitable Life is looking to add an IT Service Management Process Specialist to our growing team In this role you’ll be responsible for designing, implementing and managing the full lifecycle of IT Service Management (ITSM) for Equitable Life. You’ll play a critical role in ensuring governance and risk management are satisfied, as well as overall efficiency by driving the design and implementation of core, shared IT processes.

**What you’ll do**:

- Create and maintain IT performance dashboards, analytics and reporting as they pertain to IT Service performance. Provide context, analysis and consultation to identify trends and ensure actionable, meaningful information.
- Conduct coaching, mentoring and training across all accountable IT Service Management as necessary.
- Manage the development and automation of ITSM processes within the company’s ServiceNow software.
- Prepare IT to shared infrastructure platforms presentations and manage the information and its communication.
- Ensure that capacity considerations are developed, understood and managed through the entire lifecycle of an IT service or component. Manage the Capacity Management Information System (CMIS) and all supporting elements.
- Categorize and review the risk of all requests-for-change (RFC) to the IT environment and act as a final reviewer for all implemented RFCs.
- Chair and run the Change Advisory Board (CAB) meetings. You’ll also convene all Emergency CAB meetings (both virtual and physical) and act as final Change authority on behalf of the CAB for Emergency Changes.
- Manage the Configuration Management Database (CMDB) and all supporting elements. Ensure the CMDB is updated in a timely and accurate manner.
- Develop and manage broad standards and capabilities for overall IT systems and services monitoring and alerting. Provide context and analysis to ensure a comprehensive and useful picture of IT system and services health is maintained.
- Organize and coordinate with all technical groups responsible for and participating in a problem-solving initiative. Arrange, run and document all follow up activities.
- Work with the Incident Manager & other IT line managers to identify, track, and resolve major or recurring Incidents to establish a root cause.
- (As needed) you’ll act as the Major Incident Manager. This includes organizing and coordinating with all groups responsible during a major Incident as well as acting as the liaison between IT and the business and/or IT relationship managers.
- Analyze Incident records to determine any trends or apparent problems that occur and seek to rectify them

**What you’ll need**:

- Post-secondary technical or business diploma and/or equivalent working experience
- Considerable experience working within IT, with exposure in a senior process/governance, leadership, or technical specialty role.
- ITIL V3 Foundations and an IT Intermediate level certification are required.
- Experience with ServiceNow (or similar) administration and operations is a strong asset.
- ITIL Managing/Expert/Master-level, K-T Resolve, COBIT, ISO20000 knowledge/certification are strong assets.
- Expert process design and implementation knowledge, inclusive of requirements gathering, architecture, automation, execution and operations.
- Outstanding analytical and problem-solving skills with a focus on attention to detail
- Strong communication (written, verbal, presentation, diagrammatic) and negotiation skills and experience conveying complex, technical information to non-technical audiences.
- Strong interpersonal skills, team focused and collaborative attitude with a customer focused approach to everything you do
- Strong leadership skills to effectively manage temporary and/or cross-functional needs.
- An ability to handle extremely critical and sensitive information with the strictest confidentiality and privacy.

**What’s in it for you**:

- Hybrid work arrangements available for most roles
- A healthy work-life balance with employee wellness top of mind
- Annual bonus program, generous vacation allowance, and company-paid benefits program
- An additional paid volunteer day each year so you can spend time giving back to the community
- Immediate enrollment in the company’s pension program with employer matching
- Employee resource groups that support an inclusive work environment
- Tuition support and specialized program assistance
- A company subsidized cafeteria with a variety of daily options
- Di