Senior ITSM Change Mgmt Specialist

We are looking for a Sr. ITSM Change Mgmt Specialist! Reach out if you are interested and feel free to refer friends/colleagues!

Type of Employment: Contract
Title: Senior ITSM Change Mgmt Specialist
Term: 12-month – 37.5 hours
Location: Toronto and Winnipeg – Hybrid
Job ID number: C1021

Brief description of duties:

The Sr. Specialist, ITSM Change will participate in, and support the Change and Release management processes by working with and assisting project managers, process managers and owners, the client’s Technology teams, and external partners. They will participate in project timeline discussions, ensure Changes are recorded in accordance with the client’s Change Management processes and policies. In addition, the role will be expected to identify and implement process specific improvements, inclusive of maintaining or creating process and training documentation as required.

Responsibilities:

• Execution, maintenance, and improvement of core IT Change Management process across the Technology organization
• Ensure complete and accurate documentation within the ITSM tooling for change records
• Collaborate with multiple teams including vendors to understand release/project schedules and ensure changes are recorded
• Coordinate with Change Management team to schedule changes and avoid scheduling conflicts
• Perform change ticket quality and compliance audits
• Participate and take action on follow-up tasks as a result of Post Implementation Reviews (PIR)
• Identify and execute updates required to the CMDB as part of Change implementations
• Socialization and training to various Technology and business stakeholders on change management procedures
• Support process owner with continuous improvement efforts
• Develop/maintain reporting to leadership related to project initiative

MUST haves:

• ITIL Foundation (ITIL 4 preferred, v3 2011 acceptable) certification or similar certification
• Understanding of ITIL/ITSM processes, how they interact and integrate including but not limited to: Incident Management, Problem Management,
• Knowledge Management, Change Management Release Management, Configuration Management, Service reporting, SLAs and KPIs
  Proficiency in relationship building skills
• Ability to influence others at all levels of an organization with proven leadership skills
• Ability to work across functional areas to drive continuous improvement
• Ability to work in challenging and ambiguous environments
• Ability to use data-driven techniques, analyze and interpret data
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease
• Strong service orientation mindset
• Strong verbal and written communication skills with attention to detail
• Strong problem-solving skills
• Strong ability to work independently while still being a part of a high-performance team
• Self Starter

Nice to haves:

• Post-secondary education in Computer Science, Management of Information Services, or related field
• Experience in ITSM Standard capabilities of Service Now including Incident, Change, CMDB, Problem and reporting
• Excel experience