IT Services Process Manager - Montréal, Canada - McGill University

McGill University

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Please refer to the

job aid for instructions on how to apply.

Hybrid on-site presence is required

Montreal, Canada

POSITION CONTEXT

Accountable to a process owner, the process manager role is responsible for operational management of an IT service management process.

The process manager also plays a key role in process design and implementation activities, which usually includes chairing process steering committees.

The process manager is also responsible for the training, support, and ongoing coaching of process practitioners (process users).

Primary Responsibilities:

Working with the process owner to design, plan and manage all process activities
Ensuring that all activities are carried out as required throughout the service lifecycle
Chairing process governance steering committees (also includes CAB for Change Manager)
Developing and delivering training programs for process practitioners
Creation and maintenance of process documentation / guides
Appointing people to the required roles
Managing resources assigned to the process
Working with service owners and other process managers to ensure the smooth running of services
Monitoring and reporting on process performance against KPIs and health versus plans
Identifying improvement opportunities for inclusion in the CSI register
Working with the CSI manager and process owner to review and prioritize improvements in the CSI register
Making improvements to the process implementation
Creating ServiceNow specifications to enhance, improve, or change the process
Creating test cases and conducting testing of ServiceNow modules related to the process

EDUCATION & EXPERIENCE

Education:
Undergraduate degree

Experience:
Five (5) years related experience

Desired:
with IT Service Management processes as a process practitioner or process manager

OTHER QUALIFYING SKILLS AND/OR ABILITIES

ITIL Foundation Certification (V3 or greater)
ITIL Intermediate Certification in service lifecycle of process being managed (V3 or greater)
ITIL V3 Expert preferred
Experience as an ITSM process manager using ServiceNow preferred
Experience with ServiceNow development, administration, and process implementation preferred
Possess highlevel knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques
Demonstrated ability to work with multiple stakeholders and prioritize requests
Knowledge of French and English. McGill University is an Englishlanguage university where day to day duties may require English communication both verbally and in writing.
Ability to work on a team, responsible, quality oriented and able to meet deadlines, aptitude for clear and concise thinking, flexible and able to adapt to change
Minimum Education and Experience:
Bachelor's Degree 5 Years Related Experience /

Annual Salary:
(MPEX Grade 08) $97, $121, $146,300.00