Technical Service Design Specialist

ROSS; Waterloo; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Service Design Specialist to enhance healthcare solutions through strategic service design and implementation. In this role, you'll collaborate with product teams to analyze service requirements and develop concepts that improve installation and support efficiency. Your expertise in IT service support and strong problem-solving skills will be vital in shaping service acceptance criteria and validation plans. This position offers the chance to work in a dynamic environment, contributing to impactful healthcare services while utilizing the latest IT technologies. Join a forward-thinking team dedicated to transforming service delivery in the healthcare sector.

Qualifications

• 3+ years experience in IT service support concepts and tools.
• Strong knowledge of Wintel and Solaris platforms.

Responsibilities

• Gather and analyze service requirements for product deployment.
• Design service concepts for efficient customer support.

Skills

IT service support concepts

Wintel platforms

Sun Solaris platforms

database systems

networking & communication technology

systems monitoring technology

web technology

problem solving

organizational skills

communication skills

Education

Bachelor’s in Computer Science/Engineering

Equivalent education and experience

Tools

ITIL knowledge

Job description

Our client, a worldwide leader in healthcare solutions has engaged ROSS (www.getROSS.com) to help them recruit a Service Design Specialist. ROSS is a team of People Specialists helping companies align their People Strategy with their business growth. We provide remote or onsite HR and Recruitment solutions complimented by leading edge open-source HRIS software.

The Service Design and Transition Specialist plays a key role in the serviceability and the development of our client’s related services, including the design of functional and technical services required to deploy products. At the product level, the role is responsible for the design and implementation of service concepts to improve efficiency of installation, maintenance and support. This is more of a strategic side of support services, for example, how to service customers more efficiently, planning for customer implementation and developing service and support plans.

You Will:

1. Gather, analyze and establish service requirements
2. Design and develop service concepts such as, remote software installation, remote (event) monitoring, and unified service tools.
3. Analyze and develop services as required by the Product/Solutions teams
4. Establish service acceptance criteria & validations test plan
5. Structure design package for use by connected parties
6. Liaison between Service and R&D

You Must Have:

1. Bachelor’s Computer Science/Engineering preferred or equivalent education and experience
2. 3 yrs experience in the field of engineering IT service support concepts, tools and systems management.
3. Solid knowledge with the latest IT technology: Wintel, Sun Solaris platforms, database systems, networking & communication technology, storage
4. Familiar with latest web technology
5. Knowledge of systems monitoring technology
6. Strong organizational, documentation and time management skills.
7. Excellent problem solving skills
8. Ability to work in a team environment
9. Analytical approach
10. Strong written and oral communication
11. Self learner
12. ITIL knowledge is an asset