Job Description :
IT Service Management Lead/Analyst
Amica Support Office
Full-Time Contract (12 months)
Amica embraces pay- for- performance compensation philosophy and offers a competitive total compensation package designed to reward performance.
Expected Salary Range : $72,000 - $91,000
Benefits: Comprehensive health, dental, and vision coverage, retirement plan contributions, disability, and employee wellness programs.
Vacation: Generous annual vacation entitlement, aligned with company policy.
Compensation is determined based on skills, experience, and qualifications. Candidates whose experience surpasses the expectations for this role may be eligible for compensation above the advertised range.
Our busy office in downtown Toronto is seeking an IT Service Management Lead/Analyst. Reporting to the Senior Manager, IT Service Delivery, the successful candidate will; administer, manage and support Amica’s ServiceNow platform and will lead the ITSM operational governance. The candidate will need to be detail-oriented, technically sound with a focus on processes, continuous service improvement and customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES (not limited to):
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ServiceNow Administration/Development
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SME for all requests or incidents related to ServiceNow.
- Provide application troubleshooting and support.
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Manage all ServiceNow upgrades to maintain N-1 compliance via the change management process.
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Perform base ServiceNow administration. Manage external support vendors.
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Perform enhancements to improve end user experience.
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Work toward having ServiceNow being the main interface for the business to engage IT services.
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Manage the IT and end user knowledge bases.
- Manage all projects related to ServiceNow including external application integrations with ServiceNow.
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Perform analysis/continuous service improvements on existing processes, workflows, etc. and implement changes/improvements.
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Maintain/create configuration items, approval workflows, templates, tables, assignment groups, portal enhancements, etc., based on best practice.
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Maintain/create all ServiceNow reports and dashboards.
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Maintain proper license compliance.
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Create/maintain customer surveys and report on CSAT results.
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Perform analysis on processes outside of ServiceNow to determine if they should be moved into the platform. Business case and managing the implementation.
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Perform consulting services/education to other departments or users related to the use or functionality of ServiceNow.
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Development – create and implement new or enhanced forms, workflows, approvals, in the ServiceNow platform.
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Perform integrations between ServiceNow and other systems as required.
- IT Service Management
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Document and maintain IT Service Management Governance
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Perform consulting services/education to other departments or users related to ITSM.
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Change Management
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Maintain governance policy and procedures.
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Chair Weekly Change Advisory Board Meeting.
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Report on weekly approved and unapproved changes.
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Report on Change Success and failures.
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Engage teams for review on failed changes.
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Create/maintain standard, normal, and emergency change process and templates.
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Problem Management
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Vendor management
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Preform RCAs on all P1 incidents.
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Report on all RCA status
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Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.
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Incident and Request Management
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Deliver aging ticket reporting and work with teams to reduce volumes which will drive customer satisfaction.
- Monitor ticket approvals to and engage/report where required to avoid delays in fulfilment.
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Service Level Management
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Maintain SLAs in ServiceNow.
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Create reporting based on key SLAs.
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Create the ability to report on key business application availability.
- Chari IT aging ticket review meetings.
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Follow up with resolvers on aging tickets.
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Follow up with ticket approvers on aging request approvals to improve service delivery times.
EDUCATION & EXPERIENCE REQUIRED
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Bachelor's degree or college diploma in information systems support or related field from an accredited college or university.
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Minimum of 3 years of related experience administering ServiceNow.
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Minimum of 3 years of related development experience in ServiceNow
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ITIL foundations V3 or higher certified.
- Experienced working within and managing IT service management disciplines – Change Management, Problem Management, Incident Management, Service Request Management, Service Level management.
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Experience with managing projects end to end. Experienced with the practices and principles of project management.
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Experienced with gathering business requirements and translating them into IT deliverables.
- Ability to effectively function in a fast-paced, mission critical technology support environment.
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Excellent communication skills to convey information clearly and effectively to a variety of people including non-technical end-users, executives, IT professionals, vendors, etc.
- Strong problem-solving skills. Experience working with IT professionals from multiple disciplines.
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Strong understanding of processes and workflows and operationalizing them.
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Read and interpret technical documents common to this environment.
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Strong problem-solving skills to separate problems into individual components, systematically eliminating possible causes until a resolution is reached.
- Efficient prioritization of tasks.
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Ability to establish and maintain positive, effective working relationships with users, co-workers, and vendors.
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Ability to function effectively as a member of a team of technology professionals.
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Demonstrated ability to successfully manage multiple technology-related tasks and/or projects.
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Focus on customer support and satisfaction.
