IT Analyst – Technical Support

ProViso Staffing; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking an experienced IT Change Manager with a strong ITIL background to coordinate and manage change requests. The role demands excellent communication, organizational skills, and a commitment to process improvement. This position offers a dynamic environment with opportunities for career growth.

Qualifications

• 5+ years of experience in IT Change Management.
• Strong understanding of IT Service Management disciplines.

Responsibilities

• Coordinate and execute the Change Management process daily.
• Serve as a subject matter expert on IT Service Management.

Skills

Communication

Organizational Skills

Leadership

Attention to Detail

Process Improvement

Education

College Degree in Computer Science

ITIL v4 Certification

Tools

ServiceNow

MS Office Suite

Job description

Candidate Profile Details:

• Degree/Certifications Required: ITIL v4
• Years of experience: 5 +
• Reason for request/why opened: Backfill
• Interaction with Stakeholders: interacting with Managers and the Team – 90%, 10% with other Teams
• Team Size: 20 ppl
• Personality Style/Team Culture: Outgoing, professional
• Selling Points of Position: Client, backfill , exposure to the Teams, Team is open to new ideas, exposure to AVP levels
• Background : operational IT background, process management ( change enablement ) , review change records, change post implementation reviews, emergency changes, Service Now
• How will performance be measured: some KPI’s will be built out
• Feedback from last time & Areas of Opportunities: focus on change not just participated in the change process, someone that has practiced change process. Resumes were inflated. Hands on Incident management and change enablement experience required. Commitment to the role is a must BEFORE attending interviews

Summary Of Day To Day Responsibilities:

• Reason for request: Experienced IT Change Manager with an ITIL background and relevant change management experience is required to create, review, assess and authorize change requests and run change advisory board meetings.

Description:

• Client Group organization is looking for an IT Specialist – Change Management (contract) to join the Technology Change Management team supporting the defined Technology Change Management process.
• This position reports to the enterprise technology Change Management process owner and is a key position within the Technology Change Management team which is responsible for the daily coordination of technology Changes across all Line of Business within the bank.
• Multi-tasking is a key part of the job and a sense of urgency and customer focus are required to be successful in this environment.
• This is an exciting opportunity for an ambitious, self-starter to join a fast-paced, dynamic environment offering a variety of career opportunities.

Role Summary:

• This role requires strong organizational skills, written and oral communication skills, an ability to multi-task, as well as attention to detail.
• The incumbent will have working knowledge of the ITIL framework and familiarity with an ITIL aligned tool.
• Familiarity with ServiceNow

Duties include, but are not limited to:

• Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
• Serve as a subject matter expert on IT Service Management Change Management process and tool.
• Chair / manage various Technology Change Management related meetings
• Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes
• Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders .
• Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.
• Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL
• Facilitation of collision mitigation and conflict.
• Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
• Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration)

Other Qualifications / Skills / Experience:

• Mandatory qualifications include excellent communication (both written and oral) and interpersonal skills. Candidate must be organized, self-motivated, as well as a team player and be able to participate in the knowledge transfer of information with peers and management.

Required Skills Include:

• College Degree or equivalent work experience (Computer Science Preferable).
• 5+ years of experience working in a large and dynamic Enterprise Operations environment.
• Strong understanding of IT Service Management discipline as it relates Change, Incident, and Problem Management. With a strong working knowledge of IT Change Management methods and procedures.
• Strong leadership skills and assertiveness, balanced with diplomacy, to guide and influence stakeholders to ensure process compliance.
• Strong work ethics with focus on continuous service and process improvement, and a personal commitment to the success of the organization’s goals and objectives.
• Excellent verbal and written communication skills to both technical and non-technical audiences
• Understanding of the inter-relationship of all technologies employed in a hybrid environment that includes both mainframes and distributed systems.
• Proven ability to work well both independently and collaboratively as a member of a team
• Self-motivated, self-directed with strong organizational and time-management skills.
• Attention to detail is a must.
• Strong process knowledge and systems thinking.
• Strong facilitation skills to co-ordinate efforts of other team members
• ITIL Foundations certified ITIL v4
• Proficient with MS Office Suite of products (Outlook, Word, Excel, PowerPoint )
• Working knowledge of ServiceNow or another ITIL aligned Service Management tool is an asset

Job Details

13241

Contract

12 months

Toronto