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Specialist, IT Process

2 weeks ago

Oakville, Ontario, Canada Samuel, Son & Co. Full time

Responsibilities: 

IT Process Leadership

  • Lead service transition activities and ensure alignment with ITIL best practices.
  • Identify and implement process improvements, leveraging automation tools to streamline workflows.
  • Drive process compliance through training, KPIs, and policy enforcement.
  • Document, communicate, and monitor adherence to processes across all IT verticals.
  • Analyze service-impacting issues, escalate failures, and develop corrective action plans.
  • Develop KPIs and management reports; implement improvement initiatives.
  • Build strong relationships with stakeholders, service providers, and customers.

ServiceNow Administration & Development

  • Design, configure, test, and deploy ServiceNow modules, workflows, scripts, and integrations.
  • Manage ServiceNow instances, including security, SLA configuration, data management, and UI customization.
  • Troubleshoot upgrades, patches, and release management issues.
  • Maintain documentation and provide training on ServiceNow solutions.
  • Drive ServiceNow-related project activities, including planning and execution.

Knowledge Management

  • Develop and maintain a knowledge management framework aligned with ITSM and KCS principles.
  • Leverage AI tools and conversational platforms (e.g., Moveworks) to enhance self-service and automated ticket resolution.
  • Manage content lifecycle for accuracy and relevance.
  • Monitor usage metrics and AI performance to optimize knowledge strategies.

Required Qualifications: 

  • Bachelor's degree in IT, Computer Science, Business, or related field.
  • ITIL v3/v4 Foundations (ITIL Specialist an asset).
  • ServiceNow Fundamentals & Administrator Certification.
  • KCS certification preferred.
  • Proven experience in ITSM/ITOM implementation and knowledge management.
  • Hands-on experience with ServiceNow and AI-driven knowledge optimization.
  • Familiarity with scripting (JavaScript, XML, HTML, CSS), integrations (LDAP, SSO), and web services (SOAP, REST).
  • Strong understanding of ITIL processes and frameworks.

Skills & Competencies: 

  • Strong problem-solving and decision-making skills.
  • Ability to develop and implement IT policies and processes.
  • High attention to detail and commitment to quality.
  • Excellent communication and collaboration skills.
  • Customer-focused mindset with a drive for continuous improvement.
  • Ability to manage complex projects and deliver results under tight timelines.

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