IT Problem Management Analyst - Québec, Canada - WSP

WSP

Verified Company

Québec, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

WSP is one of the world's leading professional services firms. Our purpose is to future proof our cities and environments.

We have over 65,000 team members across the globe.

In Canada, our 12,000+ people are involved in everything from environmental remediation to urban planning, from engineering iconic buildings to designing sustainable transportation networks, from finding new ways to extract essential resources to developing renewable power sources for the future.

The excellence we bring to our work and to our workplace has been recognized far and wide.

We are among the LinkedIn Top 25 Companies two years in a row, one of the Top 100 Sustainable Companies in the World (and among the Top 10 in Canada), and we earned Platinum Elite Recognition through our participation in more than half of Canada's Top 100 Infrastructure Projects.

At
WSP:

We value our people and our reputation
We are locally dedicated with international scale
We are future focused and challenge the status quo
We foster collaboration in everything we do
We have an empowering culture and hold ourselves accountable

MONTREAL OR ANY MAJOR CITY ACROSS CANADA

The Opportunity:

All aspects of the work need to be well structured and conducted utilizing ITIL practices adapted for WSP IT service offerings.

Why Work With WSP?

We value and are committed to upholding a culture of Inclusion and Belonging.
Our
Flexible Work Policy*
We recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. We will support you on and off the job so you can be fully present in both your work and home lives.
A
Canadian** success story
We are proud to wear the red and white of this beautiful country and show the world what Canada has to offer.>

-
Enhance the world around you - from the environment to the highways, to the buildings and the terrain. WSP is the fabric of Canada.
-
Outstanding career opportunities

We are growing and pushing ourselves every day to be greater than yesterday. We are open to
your** ideas and trying
new **things.
WSP embraces a culture of exceptional
collaboration** with colleagues who are distinguished both by their
skills
and by the humility they show in their important work. Come find out for yourself what it's like to be a part of our journey.

We offer competitive pay, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform as well as great savings programs, and a clear vision for the future.

#WeAre
WSP

A day in the life:

Coordinate, standardize, and lead problem management activities that ensures root cause identification, quicker diagnosis, prioritization, resolution.
Review tickets, proactively detect and prevent future problems/incidents
Develop and prepare statistics, KPI, trend analysis reports for service improvement plans and to address identified gaps
Coordinate, convene and facilitate problems review meetings
Warrant 100% accuracy of problems documentation (route cause, impact, problem database, know errors, KB, changes, portal update, )
Review Service Level Performance, Capacity & Compliance reports and ensure appropriate plans and actions are taken to avoid problems.
Manage compliance and warrant compliancy to the Problem Management process for all involved support groups.
Review progress/results with (senior) management and all involved parties (suppliers, business clients, internal IT Teams, )
Handle communications and provide relevant training (if needed)
Ensure continuous improvement of IT services

What you'll bring to WSP
:

5 years+ working experience as an IT Problems management Specialist
Strong analytical, communication, presentation, and relationship management skills
Good understanding and familiarity of CADD Engineering Software solutions both onpremise and cloud based
Ability to effectively operate with high energy and flexibility in a fastpaced, constantly evolving team environment
Proven track record of working collaboratively to improve problem management, incident reduction, IT services and customer's experience
Able to translate complex issues in an understandable/organized way

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This position requires bilingualism as you will be collaborating with colleagues and clients at a national level

Demonstrate strong interpersonal skills while working with diverse audiences including highly technical IT professionals.
Positive team player attitude with ability to navigate complexity and create collaborative, crossfunctional solutions
Able to manage relationships with peers, managers, external partner and stakeholder's (IT & Business).
High degree of organizational skills
Experience working with enterprise IT organizations with 5,000+ business partners.
2+ years working with IT ticketing systems such as ServiceNow.
ITIL Certified (asset)

Health