IT Service Support Consultant
On behalf of our client in the Utility Sector, PROCOM is looking for an IT Service Support Consultant.
IT Service Support Consultant – Job Description
Prevent recurrence of incidents by performing root cause analysis
Create tickets for identified problems and assign them to problem owners
Follow up on progress with problem owners where necessary
Analyze trends or historical data of incidents and services to ensure problems are identified and solved
Provide internal and external updates with the Incident Management team
Report problems metrics and statistics to management on a min. monthly basis
Maintain our database of known issues and incident corrective measures for service restoration and workarounds
Support knowledge base articles related to process and procedures
Determine if operations need to change to improve escalation or recovery effort
Review and record requests for change (RFCs)
Convene the change advisory board (CAB) meetings
Coordinate the building, testing, and implementation of changes
Mediate conflicts related to the change where necessary
Create and circulate the change schedule
Conduct Post Implementation Reviews (PIRs) after the implementation of changes
Maintain all change documentation (policies, procedures, templates, etc.)
Produce management reports
IT Service Support Consultant – Mandatory Skills
5+ years in Information Technology
ITIL V3 Foundations Certification
The right candidate in this role must have excellent knowledge of ITIL Change, Problem and Incident Management
Ability to communicate with Technical Leads (understanding systems) and Business users (ability to translate using non-technical terms)
The individual would be a self-starter, be data driven, have strong problem-solving and data analytic skills, be result oriented and have excellent communication skills.
Previous Remedy experience
5 years Microsoft Office- emphasis on Excel, MS Visio and PowerPoint
Bachelor's degree in any one of the following areas: Business, Engineering, Computer Science
IT Service Support Consultant - Assignment Start Date
ASAP – 12 months to start
IT Service Support Consultant - Assignment Location
Toronto, ON – Work Hybrid
IT Service Support Consultant • Toronto, Ontario, Canada
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