IT Service Management Specialist- Configuration Management

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America.

Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The purpose of Service Management is to unify Air Canada’s IT services delivery for consistency and quality across its internal and sourced environment to ITIL / ITSM best practices.

Key Functions

• Administration of the Configuration Management Database (CMDB) in ServiceNow
• Ensure that all Configuration Items (CI) are correct, complete, up-to-date and adhere to Air Canada’s CI standards
• Assist in the review of existing data standards and implement changes / improvements when applicable
• Participate in configuration management meetings with other IT teams, suppliers / vendors, business stakeholders
• Provide CMDB training to a variety of users - both input and output and both process / procedure
• Ensure that the CMDB as a tool support all Incident Problem Change (IPC) processes / procedures
• Participate in regular IPC process / procedure reviews
• Triage and resolution of CMDB-specific issues
• Responsible for guiding the strategy for planning, architecture, design, documentation and implementation of IT Service Management, End User and Service Desk service offerings in line with ITSM processes
• Ensure adherence to defined organizational processes for continued consistency of IT services delivery
• Manage IT services catalogue on a continued basis, by working closely with IT Service Owners
• Act as first point of contact into IT organization
• Lead Planning and monitoring processes for a particular functional area
• Provide management with economic impact and compliance issues surrounding key business decisions
• Define and maintain methods, techniques and calculations for identifying ways to improve business / technical processes (Continual Service Improvement)

Qualifications

• 9-12 years of IT technology and IT Operations
• A relevant University degree / technical certification, and / or relevant experience commensurate to the role
• 3-5 ServiceNow experience (proficiency in the day-to-day management of ServiceNow is a plus)
• Strong ITIL experience (certification an asset)
• Good experience with and strong knowledge of operations process development and implementation
• Experience in providing platform support
• High-level technical understanding of and hands-on experience with various IT infrastructure such as workstations, servers, networking, and telephony
• Ability to produce high-quality documentation, both technical and procedural
• Excellent analytical and troubleshooting skills
• Must have a strong customer focus, be team-oriented, and possess the ability to accept responsibility
• High level of initiative
• Well organized, decisive, and self-sufficient
• Ability to work under pressure and within tight deadlines
• Demonstrates strong leadership qualities under stressful conditions (i.e. tight deadlines)
• Ability to work in multidisciplinary technical teams, with business stakeholders, and IT management
• Must be fluent in English (oral and written)
• French language competencies are a plus

Conditions of Employment :

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits / visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

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