IT Change - Toronto, Canada - City of Toronto

City of Toronto

Verified Company

Toronto, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job ID: 35475

Job Category:
Information & Technology

Division & Section:
Technology Services, Technology Services Delivery

Work Location:703 Don Mills Road, 3rd Floor

Job Type & Duration:
Full Time, Permanent

Hourly Rate and Wage Grade:
$ $46.81

Shift Information:
Monday to Friday, 35 hours per week

Affiliation:
L79 Full-time

Number of Positions Open: 1

Posting Period: 27-Feb-2023 to 13-Mar-2023

Reporting to the Change Management Consultant, in this role, you will monitor, maintain, and improve the alignment of Technology Services Division (TSD) services to divisional business by providing value-added advice, technical expertise and customer service, leveraging existing systems and frameworks used across the organization.

You will provide ongoing support to maintain performance and continuous improvement of the Technology Change & Release Management Process.

Major Responsibilities:

Monitors, maintains, and improves the alignment of TSD services to divisional business by providing valueadded advice, technical expertise and customer service, leveraging existing systems and frameworks.
Tracks the Request for Change (RFC) requests using the Change Management Tool and participates in designing and implementing plans to support process improvements including identification of tool enhancements and automation requirements.
Researches and evaluates enterprise hardware/software solutions and makes recommendations to management.
Responds to user inquiries/concerns and investigates, analyzes and diagnoses problems and develops solutions and/or action plans to provide resolution where applicable to minimize risk.
Participates on corporate or divisional technical project teams in order to provide guidance on requirements, design, development, implementation, and to provide operational support for system software, platform hardware and/or network solutions.
Develops, modifies and enhances user support content such as the IT Change Management process guides, content for TSD intranet web and various user documentation/guides. Monitors process documents, tools, and templates to ensure accuracy and that information is uptodate.
Provides guidance and consultation to users on optimal technical solutions/services to enhance systems.
Examines RFC requests for completion and ensures compliance with the mandatory approval requirements and makes recommendations for next steps.
Assists in the coordination of changes approved by the Change Advisory Board and with the Release Schedule of Changes.
Facilitates weekly meetings. Prepares and maintains notes and minutes.
Informs, updates, and/or responds to clients regarding Business Sensitive and Maintenance Periods to minimize service impacts.
Supports and facilitates post implementation reviews, documenting and tracking plans and identifying areas of improvement.
Prepares test plans, schedules and conducts testing in support of tool enhancements and fixes.
Gathers, prepares and distributes process documents and statistical reports.
Maintains working relationships and liaises with other IT teams for effective development of aligned processes.
Assists in the sustainment of corporate standards and best practices for Technology Change & Release Management based on industry standards. Facilitates acceptance and adoption of same when liaising with clients.
Provides updates to senior management, business and technical partners on all aspects of the IT Service Management
Change and Release Management Process.
Assists with the evaluation and analysis of technical solutions, professional services, vendors and contractors and makes recommendations to management.
Provides recommendations on the effective use, acquisition and integration of technology related to IT service management.
Assists with the preparation of various contractual documents.

Key Qualifications:

Postsecondary education in Bachelor of Computer Science or Arts, or a related discipline, or an approved equivalent combination of education and/or related experience.
Extensive experience with Technology Change Management and Release & Deployment Management in a major public or private sector organization following the Information Technology Infrastructure Library (ITIL) process or the approved equivalent combination of education and/or experience.
Extensive handson experience with ITIL process implementation, knowledge, and technical understanding of ITIL processes, specifically 'Service Transition' with a focus on Technology Change Management and Release & Deployment Management; ITIL v3 or higher certification or combination of relevant education and experience.
Considerable experience in facilitating collision mitigation and conflict resolution activities.
Experience in facilitating the Change Advisory Board (CAB) meetings and maintaining the Change calendar.
Experience using a number of the following or equival