Director,Itsm Jobs

This is a remote position and can be located anywhere in Canada.

AS THE WORLD MOVES TO FHIR, THERE ARE PLENTY OF REASONS TO SMILE.

Smarter decisions, fewer barriers, and better incentives are just the beginning. Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.

We reduce barriers between information and care for those who deliver or consume health services and products and whose roles or care are hindered by fractured, inaccessible or complex information systems.

Let’s make a difference!

BE PART OF THE TEAM WORKING TOWARDS #BETTERGLOBALHEALTH

This position implements, and maintains the IT Service Management strategy, portfolio, processes and procedures, leveraging the Information Technology Infrastructure Library (ITIL) framework. This includes major incident management, request fulfillment, problem management, configuration management, change management and knowledge management.

Responsibilities:

• Develop and implement tactics and solutions for ITIL-based process improvement initiatives.
• Manage and maintain the service management processes and platform. Align usability to the product & dev / ops teams that use it.
• Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, Jira ITSM Platform, etc.
• Facilitate improvements to usability for the product & dev / ops teams that use it.
• Support increased project and milestone delivery through repeatable and consistent execution of ITIL process.
• Provide support as required to maintain skill and customer knowledge and understand the ever evolving Smile Digital Health product technically.
• Identify, analyze, and mitigate risk and issues across the Smile Digital Health IT landscape.
• Create and maintain a formal incident and problem process including change management and knowledge management as needed.
• Provide timely, relevant analytics and recommend solutions to improve the team member experience.
• Manage, coach and coordinate the activities of the ITSM team.
• Assess the effectiveness of the current monitoring, workflow, service catalog, knowledge management, and automation services, and develop a roadmap to mature these services and processes to deliver a service management framework.
• Implement industry best practices at an enterprise level to ensure consistent and successful implementation of ITSM processes.
• Develop business cases to propose and implement additional ITSM processes and functions to further improve service across the organization, including but not limited to, knowledge management, release management, event management, request management (with self-service capabilities).
• Maintaining customer support processes and platforms.

Requirements:

• A post secondary degree in Information Systems or related area of study, or equivalent combination of education and/or relevant work experience.
• Effective analytical and problem-solving skills combined with good attention to detail.
• Strong ability to anticipate user needs and strong customer service orientation.
• Team-oriented and skilled in working within a collaborative environment.
• At least five years of relevant or applicable ITSM role with responsibility for a wide range of tools, processes, technologies and applications. This includes experience in ITIL and software development lifecycle.
• Proven ability to implement and execute strategy.
• Strong interpersonal, written, verbal and presentation communication skills. Must be able to effectively communicate technical issues to non-technical staff.
• Sound knowledge of computer applications including MS Office/GSuite, Atlassian suite. Certification in ITIL would be an asset.
• Knowledge and experience working with large systems integrators.

Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values and because our people are the foundation of our success, we remain dedicated to building diverse and inclusive teams. We welcome and encourage candidates of all backgrounds to apply. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work.