Itsm Process Performance Analyst - Toronto, Canada - Toronto District School Board

Toronto District School Board
Toronto District School Board
Verified Company
Toronto, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

No:

CUPE C UE

POSTED:
April 17, 2023


DEADLINE:
4:30 p.m. April 25, 2023


ITSM Process Performance Analyst

  • Permanent Position

Information Technology Services

UPE Local 4400, Unit C - Grade O (12 Months)
**$42.90 per hour

The Toronto District School Board adheres to equitable hiring, employment and promotion practices.
Reporting to the ITSM Process Performance Coordinator, the IT Service Management
(ITSM) Process Performance Analyst will be responsible for managing process
performance and supporting all operational, data analysis, reporting and analytical
functions of the Enterprise IT Service Management (ITSM) platform.

  • The Analyst will also:
- act as the liaison between the Client Service Desk and the Service Delivery /Support

Groups, both internal and external, ensuring adherence to ITSM enterprise
processes, procedures, and guidelines; and
- ensure the quality control of the deliverables and the quality assurance of the

processes and methodologies and identify opportunities for continuous
improvement.


Summary of Duties:


  • Design and develop ITSM Client Service endtoend process activities, including
process improvement, maturity improvements, report generation, data analysis,

communication, establishing and following ITSM RACI matrix roles and

responsibilities and developing process and procedures technical and best practices

documents;

  • Work with service, product and business owners to integrate ITSM practices into IT
Service Delivery;

process area and ensure process alignment with business requirements; engage

with stakeholders to refine the ITSM processes in order to ensure that their needs

are met;

  • Assist IT service partners on execution of major incident protocol (MI) to ensure that
service restoration adheres to IT Services mean time to restore priority matrix and

MI tickets are updated and resolved as per the MI protocol;

  • Assist in the creation of scripts and workflows for client selfservice, AI (artificial
intelligence) technology and Contact Centre Interaction Management integration,

and Service Catalogue items;

  • Create, analyze, maintain and publish reports on service performance and develop
data driven operational strategies;

  • Design, develop and maintain dashboards and other reporting tools;
  • Approve, update, publish and retire/remove knowledge content;
  • Identify trends, potential problems with and ensure performance against established
priority matrix service level targets are achievable and cost effective;

  • Analyze, prepare and coordinate audits and reviews of service/operational level
management process;

  • Perform regular quality assurance reviews and tests;
  • Prepare and analyze daily reports and evaluate reoccurring issues or trends or
identify abnormalities and take appropriate action or propose improvement

opportunities;

  • Responsible for defining Continual Service Improvement (CSI) opportunities to
improve effectiveness and efficiency of IT Services by analyzing process key

performance indicators obtained through the IT Service Management Performance

Analytics module and reporting on findings;

  • Conduct presentations and inservices for IT staff and other TDSB support groups
on implementation and adherence to Service/Operational Level agreements;

  • Participate in developing customer satisfaction surveys to be deployed to clients of
IT Services as well as internal partners;

  • Coordinate and facilitate formal process workshops, training and demonstrations to
IT and non-ITS staff;

  • Provide coaching, training, and development to Service Desk agents on ITSM
processes best practices;

  • Participate in defining of ITSM platform and Contact Centre Interaction Management
supplier responsibilities and deliverables, identifying potential suppliers and

performance to ensure compliance with contract deliverables;

  • Participate in gathering requirement, and receive and prioritize new
features/functionality or enhancements to process or ITSM software platform and

tool integration;

  • Coordinate and participate in activities to ensure new solutions are thoroughly tested
by developing case scenarios to use in the ITSM and Contact Centre Interaction

Management platforms for user acceptance testing or regression testing to ensure

that changes are ready for production operation for successful implementation;

  • Maintain current with industry tools, trends and best practices, assist in identifying
potential improvement initiatives and opportunities, including participating in vendor
and/or industry forums;

  • Participate in evaluation, development and implementation of ITSM projects including
assisting in designing and executing of a work plan and providing consistent and

timely status reports;

  • Provide backup to other team members as required; and
  • Other related duties as assigned.

Qualifications:


  • University Degree in Business Administration, Computer Science or a related
technology field with three years of
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