ITSM Specialist - Intermediate

Description

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.

Skills

Experience and Skill Set Requirements

General Project Management and Communications Skills - 30%

Demonstrated experience with setting up workshops with the business users.

Demonstrate strong communication facilitation negotiation consensus building and problem-solving skills

Demonstrated experience with planning and implementation of releases.

Demonstrated experience with developing project plans.

Experience with project change management

Experience working in communications or organizational development role

Operations Support and Service Management Skills - 30%

Demonstrated experience with operations and service management on large IT platforms.

Experience with service management analytics and reporting tools.

In-depth knowledge of SDLC and DevOps processes and tools.

Extensive Client Relationship Management experience.

Architecture Implementation & Integration - 25%

10 years of experience in the development of internet/intranet applications of enterprise-wide large medium or small size multi platform n-tier multi component applications

10 years of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server WebSphere Application Server and Oracle DB

Demonstrated competency and experience with the Zachman framework

Demonstrated knowledge and experience with business/information/application/ technology/security architectures with enterprise architecture

Demonstrated experience with AODA

Enterprise Security Solution & Java Application Development - 10%

3 years of experience in enterprise application development focused around the use of features such as APIs (REST and SOAP) microservices SOA ESB Single Sign On Identity Access Management Omni-channel design J2EE and J2EE security

Demonstrated experience with providing application and security architecture for complex enterprise-wide projects

Public Sector Experience - 5%

Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset

Must Haves:

Experience in setting up ITSM processes.

Creating reports for processes set-up.

Experience Fine-tuning processes and improving KPIs.

Experience with Remedy/eSMT or other service management tools

Experience with reporting tools and data visualization e.g. PowerBI

Experience with ITIL release management capacity management incident and change management.

Middleware Monitoring tools e.g. Dynatrace or other tools.

Knowledge of - IBM WebSphere Application Server/NDM/Liberty and cloud technologies - IBM middleware cloud based technologies and database.