It Service Specialist Jobs

Requisition Number: 2606

Province: Ontario (CA-ON)

Country: Canada (CA)

Employment Type: Regular

Job Level: L2

Who are we?

We are the technology arm of the Canada Post Group of Companies which includes Canada Post, Purolator, and SCI. Innovapost provides client-specific Information Technology (IT), Information Systems (IS), and business solution services exclusively within the Group and helps them deliver innovative solutions and value to Canadians. Our work transforms operations and modernizes business to meet the demands of the evolving mail, courier, and logistics industries. By joining us you will be able to make a positive impact on how every Canadian sends and receives their packages and mail. Next time you see your neighbour picking up their mail and receiving a package, you will be able to say, “you’re welcome!”

Why join us?

Continuous improvement; a focus on Diversity, Inclusion and Belonging; Environmental and Social Governance; and an investment in a hybrid workplace are just a few of the feathers in our cap. We were also awarded IT World Canada’s 2022 Digital Transformation Award for Large Public Sector organizations. As technology evolves, we believe in providing our high-performing workforce with the skills of tomorrow through continuous learning and career growth. Offering access to learning platforms like Degreed, LinkedIn Leaning, Microsoft Enterprise Skills – as well as a Leadership Developmental Program – Innovapost enables you to connect learning with skills and map your skills to open opportunities within the company.

What role will you play?

Under direction of the Manager, Incident Management, this position implements and executes Incident Management processes and services that ensure that the organization’s IT sustains and extends the Innovapost’s strategies and objectives pertaining to IT Service Management

What You'll Be Responsible For

• Collect and analyze information to detect deficient controls, duplicated effort, process errors and process inefficiencies. This includes identifying and updating processes, procedures, metrics and tools to maintain the proper balance between the need for changes and potential detrimental impact
• Recommend and develop new strategies for implementing appropriate internal changes or responding to external changes
• Identify complex problems and review related information to develop and evaluate options and implement solutions. Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ensure standardized methods, processes, procedures and tools are used for IT Service Management
• Anticipate the implications of new information for both current and future problem solving and decision-making. Analyze possible unforeseen business, technical, resource or maintenance implications
• Provide training to team members and support personnel in relevant process, tools and applications
• Facilitate efficient and effective operations of IT Service Management, including process monitoring, reporting, reviews and continual improvement
• Review and report on metrics for IT Service Management, identifying the necessary background, status and risks, and make recommendations to senior management for consideration
• Requires on-call shift work on a team rotation
• Ensure that day-to-day in-scope support services and commitments are aligned to business needs, including tracking, evaluating and monitoring contracts and resource allocations to ensure project success

What does it take for this role to be yours?

• Excellent communication skills and at ease delivering information to executives
• Broad understanding of CPC and Purolator application environments
• Minimum 1-3 years' industry experience
• Possess working experience using Word, Excel, PowerPoint
• Excellent organizational and prioritization skills

Additional Skills That Set You Apart

• Ability to navigate through uncertainty and lead change within the organization
• Encourage agile approaches and ability to iterate to create innovation
• A "go-getter" mentality and being proactive
• Strong ability to resolve issues and capacity to manage under pressure
• Can measure and communicate performance management
• Facilitate and encourage collaboration and work as one team

Education And Certification

• Academic: undergraduate degree in engineering, computer science, business, or equivalent (required), Graduate degree in Business Administration (MBA) (Asset)
• Certifications: ITIL foundations (Asset), PMP (Asset), Agile (Asset)

What do we value?

At Innovapost, We Believe In Being

• Courageous – doing the right thing
• Inclusive – listening without judgement and challenging biases
• Curious – being inquisitive to learn continuously
• INNOvative – leading with a visionary mindset
• Inspirational – having a positive attitude, interest, and accountability

We also believe in thinking and acting as one team, having mutual respect, having an inherent bias for action, continuously improving and INNOvating, and trusting others to play their roles.

Diversity, Inclusion & Belonging at Innovapost

We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success. We encourage applications from women, Indigenous people, persons with disabilities and visible minorities.

Accommodation

Innovapost is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Innovapost regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

The work we do at Innovapost impacts every Canadian. To work with us, you must be eligible to obtain a Canada Post Reliability Security Clearance.

Good luck! We look forward to hearing from you!