Itsm Specialist

**ITSM Specialist** **:montreal
**Montreal, Quebec, Canada****:
Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us We are looking for creative, innovative, and collaborative people like you to join our team.

At the heart of Alithya’s values is the well-being of our employees and their families. That's why, we continue to follow the Public Health Agency of Canada’s recommendations closely.

We remain close to you, while keeping our distance via Phone, Microsoft Teams, Zoom or however you like.
- Take your ambitions to the next level

We are looking for an ITSM Specialist to join the Alithya IT team. Reporting to the Director of IT Support, Operations and Deployment, you will be responsible for the architecture, development, integrations and maintenance of Alithya's IT Service Management (ITSM) toolset (Freshservice). You will work closely with the Asset Manager and the IT Security team. This role will involve hands-on work as well as evangelizing ITSM tools within the organization.

***:

- Lead and perform the detailed design, development and testing of the Freshservice platform and technical components;
- Manage and maintain the self-service portal, catalogue elements, workflows, custom scripts, business rules, and UI pages, actions and policies;
- Enhance the self-service portal to optimize the user experience;
- Configure service-level agreements (SLAs) for incident and request management and review them annually with IT management;
- Design new reports, dashboards and performance analytics widgets and help the business use them;
- Manage access control lists and overall platform security;
- Provide technical assessments, expertise and maintain written documentation related to Freshservice work efforts;
- Communicate and prepare upgrades to Freshservice instances;
- Lead staff on best practices to optimize toolkit capabilities and promote automation where possible.
- When it just clicks

Does this sound like you?
- Bachelor's degree in Computer Science, IT, related field, or equivalent education/work experience;
- More than five (5) years of IT experience, preferably in IT operations or IT Service Management (ITSM) roles;
- More than three (3) years of demonstrated practical experience in ITSM platform development;
- Experience in workflows, integrations, scripting and business rules development;
- Knowledge of the Freshservice platform (or similar tool), including ITSM, ITAM and IT Operations modules is a strong asset;
- ITIL Foundation V3 or V4 certification is essential.
- Working knowledge of configuration management database (CMDB) and asset management (hardware/software);
- Good knowledge of basic system configurations and IT Service Management (ITSM) and IT Asset Management (ITAM);
- Impeccable attention to detail, excellent communication skills, both written and verbal, including the ability to communicate with client stakeholders and work closely with a team in a collaborative work environment;
- Ability to:

- develop workshop presentations and process documentation (skilled Microsoft Visio, PowerPoint, Word);
- work independently while contributing to the team.
- High degree of autonomy and above-average initiative;
- Good judgment;
- Focus on continuous service improvement and self-motivation;
- Experience:

- as a product manager (asset);
- in third-party software and API integration (asset).
- Communication with teams in French and English. Level expected:

- French: 4/4
- English: 4/4
45759 #LI-Hybrid
- Life at Alithya
- 37.5 hours per week;
- Opportunities to develop and grow your career;
- Work with diverse technologies, projects, clients and sectors;
- Spend your days in a creative and innovative environment;
- Share experience and knowledge as part of an agile and dynamic team;
- A great balance between work and personal life;
- Access to exciting educational opportunities (internal, conferences, events, courses, certifications, etc.);
- Personal recognition of your important professional contributions;
- Great cultural diversity across our teams.

**Why join our team?**:
Because creativity, passion, integrity and wellness are the company’s core values, we are looking for people like you who are enthusiastic, innovative, open-minded, team players and eager to learn.

Working at Alithya is a chance to be part of an energetic, dynamic, and growing team of more than 2,000 professionals in Canada, the United States and France. Our diverse practices and the extensive major projects entrusted to us by our prestigious clients allows us to offer many high growth potential opportunities to our employees in well-established technologies.

Alithya Group is an advocate for workforce diversity and as such, encourages the participation of women in management roles. We belong to the 30% Club, which encourages women’s access to leadership positions.