Itsm Specialist - Toronto, Canada - Cleo Consulting

Cleo Consulting

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Assignment:
RQ ITSM Specialist - Senior

Start Date:

End Date:

Office Location: 222 Jarvis, Toronto ON

Organization:
Enterprise Technology Delivery

Ministry:
Ministry of Public and Business Service Delivery (former MGCS)

# Business Days:
plus Extension # of Days: 67.00

Title:
ITSM Specialist

Must haves:

Experience with ITIL Incident Management process
Experience with ITIL Change Management process
Demonstrated experience with operations and service management on large IT platforms
Experience with service management, analytics, and reporting tools
Indepth knowledge of SDLC and DevOps processes and tools.

Description

Skills for this position include but not limited to:

Operational Support Queue Management
Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets

Operational Support - Incident and Service Request Management
Review submitted incident tickets to ensure completeness of information

Provide basic triage and assign to Tier 3 specialists as required

Monitor tickets to ensure compliance with service level targets

Provide support in closing/resolving tickets where required

Provide reports on current status of assigned tickets

Provide historical reports on volume, performance, trends, etc

Operational Support - Service Request Fulfillment
Manage standard service requests in support of SUS clients such as:

Password administration
Account administration (add/delete/modify)
Access to tools such as monitoring, automated deployment, log analysis, etc.

Operational Support Change Management
Review assessment task processes on Change requests to ensure compliance with SUS standards

Monitor task queues to support specialists as required

Monitor tasks fulfilment processes to ensure alignment with CRQ deadlines and change management processes

Manage processes to ensure tasks are close where required

Provide reports on current status of assigned tasks

Provide reports on scheduled CRQs impacting SUS

Provide historical reports on volume, performance, trends, etc

Operational Support - Configuration Management
Provide support in managing SUS components in CI inventory

Update CI components and relationships

Prepare and schedule regular reports on CI inventory

Roles and Responsibilities

Operational tasks include processes incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis.

Skillset:

IBM WebSphere Application Server/NDM/Liberty
IBM DataPower
Deployment Automation
Middleware Monitoring tools e.g. ITCAM
Cloud technology including Kubernetes/Ansible

Experience with ITIL Incident Management process

Experience with ITIL Change Management process

Experience with Remedy/eSMT or other service management tools

Experience with reporting tools and data visualization e.g. PowerBI

Demonstrate strong communication and problem solving skills

Experience with standard MS office suite

Demonstrate initiative and responsiveness

Experience and Skill Set Requirements

General Project Management and Communications Skills - 30%
Demonstrated experience with setting up workshops with the business users.

Demonstrate strong communication, facilitation, negotiation, consensus building and problem-solving skills

Demonstrated experience with planning and implementation of releases.

Demonstrated experience with developing project plans.

Experience with project change management Experience working in communications or organizational development role

Operations Support and Service Management Skills - 30%
Demonstrated experience with operations and service management on large IT platforms.

Experience with service management, analytics, and reporting tools.

In-depth knowledge of SDLC and DevOps processes and tools.

Extensive Client Relationship Management experience.

Architecture, Implementation & Integration - 25%
10+ years' of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB

Demonstrated competency and experience with the Zachman framework

Demonstrated experience with AODA

Enterprise Security Solution & Java Application Development - 10%

Public Sector Experience - 5%
Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset