Job Description
IT Service Management Lead/AnalystAmica Support OfficeFull-Time Contract (12 months)Our busy office in downtown Toronto is seeking an IT Service Management Lead/Analyst. Reporting to the Senior Manager, IT Service Delivery, the successful candidate will; administer, manage and support Amica's ServiceNow platform and will lead the ITSM operational governance. The candidate will need to be detail-oriented, technically sound with a focus on processes, continuous service improvement and customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES (not limited to):- ServiceNow Administration/Development
- SME for all requests or incidents related to ServiceNow.
- Provide application troubleshooting and support.
- Manage all ServiceNow upgrades to maintain N-1 compliance via the change management process.
- Perform base ServiceNow administration. Manage external support vendors.
- Perform enhancements to improve end user experience.
- Work toward having ServiceNow being the main interface for the business to engage IT services.
- Manage the IT and end user knowledge bases.
- Manage all projects related to ServiceNow including external application integrations with ServiceNow.
- Perform analysis/continuous service improvements on existing processes, workflows, etc. and implement changes/improvements.
- Maintain/create configuration items, approval workflows, templates, tables, assignment groups, portal enhancements, etc., based on best practice.
- Maintain/create all ServiceNow reports and dashboards.
- Maintain proper license compliance.
- Create/maintain customer surveys and report on CSAT results.
- Perform analysis on processes outside of ServiceNow to determine if they should be moved into the platform. Business case and managing the implementation.
- Perform consulting services/education to other departments or users related to the use or functionality of ServiceNow.
- Development - create and implement new or enhanced forms, workflows, approvals, in the ServiceNow platform.
- Perform integrations between ServiceNow and other systems as required.
- IT Service Management
- Document and maintain IT Service Management Governance
- Perform consulting services/education to other departments or users related to ITSM.
- Change Management
- Maintain governance policy and procedures.
- Chair Weekly Change Advisory Board Meeting.
- Report on weekly approved and unapproved changes.
- Report on Change Success and failures.
- Engage teams for review on failed changes.
- Create/maintain standard, normal, and emergency change process and templates.
- Problem Management
- Vendor management
- Preform RCAs on all P1 incidents.
- Report on all RCA status
- Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.
- Incident and Request Management
- Deliver aging ticket reporting and work with teams to reduce volumes which will drive customer satisfaction.
- Monitor ticket approvals to and engage/report where required to avoid delays in fulfilment.
- Service Level Management
- Maintain SLAs in ServiceNow.
- Create reporting based on key SLAs.
- Create the ability to report on key business application availability.
- Chari IT aging ticket review meetings.
- Follow up with resolvers on aging tickets.
- Follow up with ticket approvers on aging request approvals to improve service delivery times.
EDUCATION & EXPERIENCE REQUIRED- Bachelor's degree or college diploma in information systems support or related field from an accredited college or university.
- Minimum of 3 years of related experience administering ServiceNow.
- Minimum of 3 years of related development experience in ServiceNow
- ITIL foundations V3 or higher certified.
- Experienced working within and managing IT service management disciplines - Change Management, Problem Management, Incident Management, Service Request Management, Service Level management.
- Experience with managing projects end to end. Experienced with the practices and principles of project management.
- Experienced with gathering business requirements and translating them into IT deliverables.
- Ability to effectively function in a fast-paced, mission critical technology support environment.
- Excellent communication skills to convey information clearly and effectively to a variety of people including non-technical end-users, executives, IT professionals, vendors, etc.
- Strong problem-solving skills. Experience working with IT professionals from multiple disciplines.
- Strong understanding of processes and workflows and operationalizing them.
- Read and interpret technical documents common to this environment.
- Strong problem-solving skills to separate problems into individual components, systematically eliminating possible causes until a resolution is reached.
- Efficient prioritization of tasks.
- Ability to establish and maintain positive, effective working relationships with users, co-workers, and vendors.
- Ability to function effectively as a member of a team of technology professionals.
- Demonstrated ability to successfully manage multiple technology-related tasks and/or projects.
- Focus on customer support and satisfaction.
