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    Building Asset Specialist - Calgary, AB, Canada - WSP USA

    WSP USA
    WSP USA Calgary, AB, Canada

    2 weeks ago

    Default job background
    Description

    The Incident & Request Management Specialist ensures the effective handling of Incidents and Requests by operations in order to improve business productivity and enhance user-experience.

    Support the ticket management processes, liaising with Service Desk queue managers to coordinate efforts for the resolution of Incidents and the fulfilment of Requests in accordance with Service Levels.

    prevent multiple ticket reassignments, avoid tickets being assigned back to Service Desk for more information, educate to ensure the correct information is recorded in tickets to aid resolution, ensure correct application of '3-strikes rule', reduce ticket backlogs, etc.

    Ensure 'Best Practice' is followed to ensure effective tickets updates to end-users, correct behaviours and drive improvements where required to ensure a positive user-experience.

    Ensure the operational teams are documenting and sharing Knowledge with the Service Desk to drive up first contact resolution.

    Act as a point of contact for 'Excom' level escalations that may be triggered through Business Partners or direct to Hub Leaders (for example).

    Own service complaints, address through the appropriate channels and ensure effective follow-up/engagement.

    Ensure effective Incident Management communication is in place and effective using standardized templates for consistency (for both IT and end-user communications).

    Through local governance and by preparing detailed operational metrics analysis, (using PowerBI dashboards as the single source of truth), highlight operational gaps and issues that require focus, ensure these are addressed as required.

    A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

    ~4-6 years of experience working in an ITIL aligned operational role (Incident Management or similar).
    ~ Solid knowledge and experience of ServiceNow.
    ~ Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.
    ~ Excellent written and spoken English is required, with additional competency in French or Spanish as an asset.

    Bachelor's degree in Information Technology or a related field.

    #
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