IT Service Management Specialist

仕事内容

Job Title

IT Service Management Specialist

Who are we?

Founded in 1924, Irving Oil is a family-owned international refining and marketing company with a history of long-term partnerships and relationships. With operations throughout Eastern Canada, New England and Ireland we focus on delivering quality products and exceptional service to our customers and our communities. Every day, we strive to put our good energy in action to bring families together, support the environment and local wildlife, and to create learning opportunities that empower the next generation.

Here’s What You Can Expect From Us

When you’re a part of our team, you’ll see how we bring good energy to all that we do. At Irving Oil, we strive for a work environment where each of us feels we belong, can bring our whole selves to work, and where we treat our fellow employees with kindness and respect. Together, we will support our corporate strategy, high standards and the communities where we live and work. Our collaborative approach, safety-first culture and commitment to building resilient teams helps reinforce our internal brand position where People Matter. That’s why we’re dedicated to investing in our employees’ potential, so that they can reach their career goals.

Job Description

What you can expect in a typical day

The IT Service Management Specialist is responsible for creating, updating and maintaining processes and driving IT improvements and efficiencies through ITIL best practice. This role also includes gathering and analyzing data in support of continuous improvement opportunities and further enhancement of Irving’s Service Management Platform. As a subject matter expert in service management, the IT Service Management Delivery Specialist plays an integral role in championing process maturity for key IT operational processes.

What You’ll Need To Succeed

• Work with IT service owners and delivery leads to ensure the smooth delivery of IT services and processes.
• Work closely with IT leadership and managers to ensure awareness, capability, appropriate practices are in place and all applicable IT policies and procedures are followed.
• Ensure all new services are clearly defined with applicable operational management practices.
• Lead discovery and design workshops with members of the Service Management team and IT stakeholders to prepare improvement proposals on ITSM processes and practices.
• Review relevant deliverables at each stage gate of service implementations.
• Lead the rollout of new processes or improvements on existing processes, tools, and systems, and provide necessary training to operational teams.
• Organize training and communications to promote IT service management processes and practices in the IT and user community. This may include developing and maintaining training materials, documentation, knowledge articles, and facilitating training.
• Actively monitor and promote best practice frameworks to increase the overall maturity of the IT department. This includes recommending improvements regarding processes, reporting, communication, training, and tools.
• Maintain the knowledge base and work with knowledge champions to govern the lifecycle of articles from creation to retirement
• Lead the rollout of ServiceNow Discovery and develop the process for CMDB governance
• Remain current with upcoming releases of the ServiceNow Platform. Regularly participate in user community groups. Leverage online product documentation, webinars and demos to increase knowledge of existing features we can take advantage of as well as ensuring we are planning ahead for future capability.
• Analyze IT processes to ensure quality and compliance.
• Leverage dashboards and reporting to assist in monitoring, analysis of trends and to provide fact-based improvement tracking.
  

Professional Skills

• Strong verbal and written communication skills.
• Continuous improvement mindset.
• Proven ability to maintain good working relationships with stakeholders including senior leaders.
• Experience dealing with multiple priorities and deadlines / proven ability to meet hard deadlines.
• Ability to work under pressure.
• Proven ability to analyze information from multiple sources and summarize to enable decision-making.
• Strong prioritization, analytical and problem-solving skills.
  

Travel

• Travel is not a requirement for this position.
  

Education And Experience

• Post-secondary education in IT, Computer Science, Business, or related field, or equivalent experience.
• Minimum 5 years of ITSM related work experience and process management.
• ITIL Foundations certified as a minimum, additional certification levels would be of benefit.
• In-depth understanding and experience with ITIL framework and ITSM best practices, specifically Continuous Improvement Planning (CIP).
• Service Now experience is a definite asset.
  

Irving Oil supports a diverse and inclusive work environment and welcomes applications from all qualified applicants.

Job Requirements - Work Experience

Information Technology, Management

Job Requirements - Education

Undergraduate: Information Technology

Location

Saint John, NB