Specialist, IT Service Management

4 weeks ago

montréal dorval, Canada Air Canada Full time
Description
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The IT Service Management team is responsible for several core operational process (Change Management, Problem Management, Configuration Management, and Asset Management etc.), and is also responsible for ensuring that Air Canada's ITSM solution (currently ServiceNow) is designed to support these processes.
The focus of this role will be on defining and operating AC's Asset Management practice, supporting a variety of branches with different needs and requirements.
Given the ever-evolving nature of AC's needs, this position requires a dynamic professional who can understand these needs and ensure the process continues to grow and mature alongside these needs.
This role will report to the Manager, IT Service Management.
Responsibilities:
  • Responsible for guiding the strategy for planning, acquisition, maintenance, delivery and disposal of mobile devices for operations groups
  • Responsible for defining and establishing process flows in ServiceNow, in line with multiple teams' requirements (ITSM, EUS, Product and Service Desks) to ensure adherence to defined organizational processes for continued consistency of device delivery and operations
  • Responsible for managing and tracking all mobile devices and software/licence resources on a continued basis, by working closely with IT service owners, product and business teams
  • Act as technical point of contact for mobility hardware requirements and processes for operations groups
  • Develop, manage, monitor and report on key metrics, including growth, loss, breakage and audits
  • Responsible to work with vendors that support hardware mobility devices and peripherals
  • Responsible for communicating and ensuring company asset management policies are followed
  • Support refresh programs for Ops related devices
Qualifications
  • 5+ years of Asset Management experience in a large company
  • 5+ years of experience with ITIL and other IT Service Management processes (Incident, Request, Problem, Knowledge, and Configuration Management)
  • Exceptional analytical, organizational and communication skills
  • Excellent attention to detail
  • Good communications skills are required - ability to act as Subject matter Expert with internal and external teams (including non-IT)
  • Good understanding of IT Operations and Support Models
  • Ability to establish and maintain effective business relationships
  • Must be fluent in English (oral and written), French an asset
Desirable Qualifications
  • IT Asset Management certifications
  • Experience with ITIL and other ITSM frameworks
  • Knowledge of ITSM, Project Management, and Defect Tracking tools
  • Project Management Experience
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

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