Itsm Specialist (Permanent) Jobs

CoreFactor is searching for an ITSM Specialist on a permanent/full-time basis for a financial services client in the GTA.
This is a hybrid position and will require the successful incumbent to go into the office 2 days per week.
the IT Service Management (“ITSM”) team is responsible for defining, implementing, and maintaining the ITSM function across the organization in alignment with the ITIL framework.
The ITSM Specialist focuses on supporting IT services delivered to users within the organization, enabling the required business processes needed for the business to be successful, as well as acting as the main point of contact to manage issues or incidents that disrupt services depended upon by users (including live issues that require immediate attention). This role requires regular engagement with users on both a business level and IT level of understanding, strong communication skills (both verbal and written), as well as the ability to respond professionally and efficiently to all issues/incidents, ensuring timely and clear acknowledgement, updates, and resolution.
Your Responsibilities

• Evolve the reporting, KPI’s, and key metrics across ITSM domains to identify areas of improvement, innovation, and optimization regarding existing processes, workflows, and methodologies, with a focus on identifying and reducing technology concerns for clients/business partners and ensuring the ITSM function continuously meets the organizations operational needs.
• Provide professional and timely communications to all levels of the organization
• Manage the full lifecycle of ITSM including developing the internal knowledge base, maintaining the customer portal, collecting, and analyzing reports across the ITSM infrastructure, and managing the development of ITSM processes within the company’s software.
• Effectively manage client expectations, adapt to fluctuating customer needs, and identify and prioritize situations requiring urgent attention and escalate when needed.
• Provide leadership and guidance on major incident conference calls, and regularly coordinate with internal and external stakeholders to establish communications and manage expectations
• Maintain end-to-end ITSM policies, procedures, and guidelines across all platforms and ensure standardized methods and procedures are strictly and diligently followed in accordance with ITIL best practices, while encompassing a holistic view of technical and business considerations.
• Act as the main point of contact for all critical or major incidents throughout their lifecycle in a 24x7 environment, using strong leadership and communication skills to drive a fast and successful resolution while adhering to all SLAs.
• Ensure that all ITSM practices are compliant with organization standards, ensuring governance and risk management are satisfied, and support any audit activities to validate standards compliance.
• Manage daily ITSM operations utilizing the ITIL framework for planning, implementing, and executing ITSM processes, including, incident management, problem management, change management, knowledge management, service request management (service catalog, service desk, help desk oversight/relationship management), security administration, and continuous improvement.
• Liaise with the IT Governance team and/or other Information Technology teams in ad-hoc projects as needed.

Requirements

• Experience within financial services industry is a strong asset
• Experience working in ServiceNow as an ITIL user and/or ServiceNow Certified System Administrator Certification is considered a strong asset
• Strong understanding of ITIL framework and best practices, ITILv4 Certification is highly desired
• Available to provide on-call, after-hours support, on a rotating basis.
• A University Degree in Business and/or Computer Science or related field preferred
• 3-5 years of professional experience in Information Technology, IT Governance, ITSM, ITIL, or equivalent/related
• General IT knowledge with: Windows Server Active Directory, Microsoft Azure, Microsoft Office and/or Microsoft 365, using software tools, applications, data analysis methods and reporting techniques, computer equipment, PC operating systems
• Strong understanding of IT Service Management concepts including ITSM processes, Service Portal design, and Knowledge Base documentation