IT Service Management Consultant

Responsibilities: Provide execute and coordinate ITSM process activities and establish standard methodologies Provides technical guidance in ITSM processes that relates to: Service Planning, Incident Management, Change Management, Release Management, Service Level, Service Activation, Configuration, Problem management, Availability, Capacity and continuity Management, Training and Reporting. General Skills: Knowledge of systems analysis, design, development, configuration, testing release and installation principles, and tools for IT Service Management (ITSM) Identify technical and change management needs Knowledge of technology management, network infrastructure, and emerging technologies in the areas of telecommunications, office automation, productivity tools, and information management tools. Enterprise ITSM/ITIL principles, protocols, processes and standards knowledge Customer relationship management experience.

• Provide ITSM expertise and leadership for the development of service planning, policy, and procedure
• Execute and coordinate ITSM process activities in order to establish a standard methodology/practice that will optimize Service Support and Delivery performance
• Provide technical guidance to stakeholders
• Ensure documentation for I&IT best process procedures and protocols are drafted and recommend related policies for management approvals
• Assess process operations and collaborate with management and senior management on various process improvement opportunities
• Provide representation on local, provincial, and international specialist or professional bodies
• Provide advice and process expertise to project management teams, external vendors, senior management, and executive level committees
• Coordinate and facilitate the development and delivery of Service Management training strategies
• Monitor compliance with agreements, and ensure the timely identification and resolution of problems and issues
• Participate as a process specialist on best practice committees, council, and boards
• Develop specifications for the tendering process participating in selecting and negotiating with vendors

Technical Knowledge and Skills

• You have knowledge of systems analysis, design, development, configuration, testing, release, and installation principles and practices, methods, techniques and tools for ITSM
• You have knowledge and experience with enterprise ITSM/ITIL principles, protocols, processes, and standards, IT Service Management (ITSM), including techniques, trends, and resources management to identify technical and human change management needs and plan, manage, and evaluate technical change management initiatives, and provide user support required by IT change
• You have knowledge and experience with ITIL body of language, best practice, service and process planning and implementation to ensure client service outcomes and cluster commitments are achieved
• You understand the ITSM operational environment and user/clients’ need to define technical scope of work for very diverse and broad in scope technical release projects

Business Knowledge

• You have knowledge of technology management, network infrastructure, and emerging technologies in such areas as telecommunications, office automation, internet and intranet, productivity tools, and information management systems
• You have knowledge of OPS/Cluster I&IT strategies, plans, policies, directives, best practices, and standards to ensure compliance in the coordination and implementation of ITSM processes
• You have knowledge of outsourcing, contract management, RFP, and tendering process to ensure compliance with corporate standards and client needs
• You have experience with OPS procurement policies/procedures to manage administrative processes required to implement and manage technical change

Project Management Skills

• You can research, plan, lead, and evaluate very diverse and broad in scope release projects
• You are able to coordinate project planning and management of projects in all technical areas
• You have excellent project management techniques and methodologies to lead concurrent projects
• You have strong planning, priority setting, and co-ordination skills to plan, co-ordinate, and direct activities

Service Request Management:

• Design and implement the processes and rules for the efficient handling of routine Service Requests
• Create and maintain service catalog of available services including clear user expectations and service level targets
• Ensure service requests are correctly prioritized and fulfilled according to defined targets.
• Design and implement self-serve options to streamline the submission process and allow clients to access services easily
• Conduct regular reviews of performance to measure client satisfaction and identify areas for improvement

Communication and Interpersonal Skills

• You can manage stakeholder relations, provide written/verbal instructions, and advice to clients on options, solutions and courses of action
• You can prepare reports, make presentations, and provide recommendations to senior management and clients
• You can negotiate contracts with external vendors, manage arrangements with clients and external service suppliers
• You can manage complex linkages and interfaces among multiple parties
• You can explain risks and benefits, convince decision-makers of the advantages of specific courses of action or solutions, and manage client expectations

Skills
Experience and Skill Set Requirements

• Experience and extensive expertise leading and conducting analysis for projects to assess, design, create and execute operational models according to industry standards
• Hands on experience developing process models, creating, updating and maintaining processes and driving IT improvements and efficiencies through ITIL best practice.
• Hand on experience gathering and analyzing business requirements and data in support of continuous improvement opportunities and further enhancement
• Experience writing conducting options analysis
• Experience developing functional and non functional requirements, leading and facilitates in-depth workshops to elicit, review, document and confirm business requirements, process reengineering, business models, business rules and user interface design,
• Experience developing performance measures for a projects and operations across lines of business

Extensive hands on experience with the following activities and requirements:
Change Management:

• Reviewing changes and ensure all records meet the acceptance criteria while maintaining the process standards.
• High attention to detail in cross-impacting changes and coordinating the implementation plans to eliminate any risks or customer impact.
• Overall knowledge of weekly changes and readiness to represent changes at any given time.
• Attention to change trends and metrics to define weak points for future improvements.
• Evaluate and maintain release change management processes and quality gates.
• Review and ensure completeness of release artifacts and change readiness criteria.

Incident Management:

• Production support – Investigate and define operational issues and prioritize based on severity, risk, and/or strategic business needs. Manage issue logs and Contact Centre requests.
• Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.
• Driving the recovery of critical incidents, managing business and IT stakeholder communication, and will work with Subject Matter Experts to identify ongoing risks and devise a plan to mitigate those risks.
• Ensuring incidents are correctly triaged, prioritized, and remediated.
• Conducting post-incident reviews and drive the teams to identify root causes, lessons learned, and a plan to prevent a recurrence of similar incidents.

Problem Management:

• Following reasonable identification, categorization, prioritization, and escalation for all Problems, their investigation and diagnosis, and ensure the root cause is fixed.
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management.
• Facilitating release planning and go-no-go sessions with Stakeholders
• Managing and identify risks that may affect release scope, release duration, and environments
• Plan and communicate release schedule to Stakeholders
• Publish regular release status to Stakeholders
• Maintain a strict risk-averse approach to any or all activities that may our customers and or our business.
• Monitor and control all release activities
• Maintain and publish release calendar
• Managing and execute emergency release activities
• Expertise and Experience applying ITSM principles and standards to applications and business lines to develop operating models and processes from inception and later executing and optimizing
• Experience on a medium sized project in a similar role
• Experience in cross-functional teams and responsible for managing daily ITSM activities including Change, Release, Incident, and Problem Management.
• Experience in managing large, complex software releases from conception to Production, ensuring strict adherence to core Agile practices.
• Experience with the software development life cycle, software design, development and integration, database concepts, user interface design principle, change management, quality assurance, risk management, disaster recovery planning, business continuity planning to develop solutions and/or infrastructure services to satisfy business needs.
• Experience conducting business analysis reviews, recommending options & changes and contingency provisions.
• Experience providing technical leadership, functional business analysis and architecture expertise to project staff, colleagues and clients.
• Service delivery management, portfolio, program/project management and resource management to manage the business analysis to clients and provide recommendations on clients’ I&IT business and infrastructure needs.
• All aspects of business analysis including enterprise level and client program area business analysis and modeling expertise; related business analysis tools, technology, processes, and methodologies; business analysis-related technical and business planning.
• I&IT Cluster and corporate policies, directives, guidelines and procedures related to service delivery processes, enterprise business architecture, current trends and technologies relate to business driven IT solutions to provide practical expertise to meet business needs, ensure traceability of business requirements to I&IT solutions and ensure compliance with OPS I&IT policies and standards.
• Clients’ policies and programs, business goals and objectives, plans, issues and resources and linkage to understand business needs, identify partnership opportunities and match technology solutions to business requirements and provide advice on application of I&IT.
• Enterprise business architectural concepts in order to ensure that recommended technologies are consistent with OPS standards.
• Software development life cycle, software design, development and integration, database concepts, user interface design principle, change management, quality assurance, risk management, disaster recovery planning, business continuity planning to develop solutions and/or infrastructure services to satisfy business needs.

Analyzing and problem solving skills to:

• Assess clients’ business requirements, identify best technology solutions from among alternatives to ensure clients’ expectations are satisfied in the cost effective manner, both for individual issues and longer-term overall requirements.
• Evaluate directions, trends, standards and policies in a complex and evolving environment using multiple sources of guidance; identify requirements, develop options and make recommendations on general and specific information architecture and data management issues.
• Planning, coordinating and leading all phases of assigned business analysis, process improvements, architecture or infrastructure projects or services within risk, time and resource constraints to meet client needs.
• Ensuring the quality of business solution recommendations and implementation and ensuring integration with enterprise and cluster standards and directions.
• Conducting analysis reviews, recommending options & changes and contingency provisions.

• Strong communication skills to prepare documentation, including but not limited to; reports, reviews, assessments
• Ability to present ideas and suggestions clearly and effectively and in a user friendly manner; maintain a high level of customer service to both internal and external clients
• Ability to communicate designs and development in clear and understandable manner

MUST HAVE:

• ITSM Specialist for CXP – The government services integration cluster is seeking resources to operationalize a custom build cloud platform. The resources will be required for building IT Service Management Processes, service onboarding and technical documents along with operational best practices, automation, and processes for devops.
• Hands on experience developing process models, creating, updating and maintaining processes and driving IT improvements and efficiencies through ITIL best practice.
• Experience in designing and implementing processes for operations, release management on a custom built system and operate them
• Experience with building processes and documents
• Experience with larger scale enterprise systems, or related background

Nice to Have

• Business Analyst experience