Intermediate Technology Specialist, IT Service Management

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from you. Our culture is built on care passion and curiosity. We put people above all else strive to be our best and welcome new ideas to deliver positive is an exciting opportunity to support and enhance shared technology solutions that drive operational excellence and elevate the service experience for both internal and external this role youll collaborate across functions to design develop test and refine infrastructure technologies that align with business priorities. Youll play a handson part in maintaining highquality systems identifying improvement opportunities and contributing to continuous innovation within the one of the regions top employers and be part of something that truly makes a Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of two (2) assigned consecutive days every other week plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum youll do:Supporting the implementation of corporate policies standards and procedures related to technical systems architecture governance and solution management;Collaborating with Business and IT teams on solution design development and quality management for shared infrastructure systems and applications;Working with internal and external partners to enhance system quality through issue identification maintenance activities and solution implementation;Performing handson configuration troubleshooting upgrades and replacements of hardware and application software;Assisting in the maintenance and documentation of internal processes and quality system management to uphold organizational standards;Identifying opportunities for improved workflows efficiencies and overall system performance;Monitoring capacity usage and performance of assigned technologies to ensure operational availability and adherence to process integrity;Providing technical guidance to peers and endusers to enable continuous delivery of shared technology solutions;Following established processes and identifying gaps that could pose operational risk;Supporting daytoday incident and major incident management activities under the guidance of the Incident Management Lead;Assisting with triage escalation coordination and stakeholder communication during major incidents to support timely service restoration;Contributing to postincident reviews documentation and trend analysis to drive continuous improvement and problem identification;Executing ITSM processes standards and tooling (e.g. ServiceNow) related to incident and major incident youll bring:A minimum of 3 years of experience in IT with strong technical skills relevant to the specified specialty areas;A postsecondary degree in computer science computer systems engineering software engineering or an equivalent combination of education and experience;Contemporary technical or service certifications relevant to owned technology or service areas including ITSM performance management platforms and cloud services (SaaS/PaaS);Strong clientexperience focus with the ability to resolve complex or unique problems and achieve firstpointofcontact resolutions;A growth mindset with the ability to evaluate processes lead improvement initiatives and adopt best practices;Strong communication interpersonal and feedback skills with the ability to collaborate across diverse teams and manage conflict effectively;Agility and flexibility in adapting to changing priorities ambiguous situations and evolving responsibilities;Strong criticalthinking and decisionmaking skills grounded in data experience established policies and legislative requirements;Leadership qualities that demonstrate ownership initiative respect and the ability to influence and support team success;Experience with ITSM process design execution monitoring and reporting;Familiarity with relevant hardware software and enterprise platforms that support IT service delivery and continuous in it for you:Career Growth:Regular learning sessions and development opportunitiesTotal Rewards:Allowance provided in place of vacation pay and benefitsFlexibility:Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were committed to fair pay and an inclusive accessible hiring experience. If you need accommodations or alternative formats at any stage just reach out to us at Were happy to base pay will be based on your skills qualifications experience and education. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: Senior Technology Manager ITSMDepartment: IT Infrastructure Term:Temporary Full-Time Twelve (12) Month Contract