Itsm Specialist 5841-23 - Toronto, Canada - Foilcon

Foilcon

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

**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

Skills:

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 problemsolving 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.
Indepth 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

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.