Experience and Skill Set Requirements
Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the organization.
Provide technical guidance to stakeholders to ensure that process standards are understood, process procedures and policies are adhered to, process activities are monitored and that best practice process activities are integrated accordingly.
Ensures documentation for I&IT best process procedures and protocols are drafted, ensuring their compatibility with the service management practices.
Provide advice and expertise to external vendors and senior management, to contribute to IT strategies and projects.
Monitor compliance with agreements and ensure the timely identification and resolution of problems and issues.
Provide expertise on all ITSM best practices and processes.
Design, implement and work with the project team in completing all relevant and required documentation in alignment with OPS standards.
Support the testing team during system and UAT testing.
Participate in Knowledge transfer.
Knowledge of systems and data analysis, design, development, configuration, testing, release and installation principles, and tools for IT Service Management (ITSM).
Knowledge of technology management, network infrastructure and emerging technologies in areas such as telecommunications.
Planning, prioritizing and coordination skills to plan and direct activities.
Criteria Ratings
Business Analysis Skills : 40 points
Knowledge of systems analysis, design, development, configuration, testing, release and installation principles and practices, methods, techniques, and tools for ITSM.
Experience in identifying process improvements and providing solutions for gaps.
Communication Skills: 20 points
Excellent oral and written communications to manage stakeholder relations provide written/verbal instructions.
Experience developing process documentation for a variety of audiences.
IT Service Management Skills: 35 points
Knowledge and experience with ITSM/ITIL principles, protocols, processes and standards, IT Service Management (ITSM), including techniques, trends and resources management, in order to identify technical and human change management needs.
Experience in the development/execution of multiple ITSM processes.
Public Sector Experience : 5 points
5 Years of Experience.
Knowledge Transfer
Codes
Scripts
1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project cycle etc.
NOTE: This position is currently listed as "Onsite"; however, the Assignment under this request will provisionally be Hybrid, working 7.25 hours per calendar day, sometime between 8:00-5:00 PM (excluding lunch breaks) Monday to Friday inclusive, unless otherwise identified. These conditions are subject to change as the OPS reflects on its current situation. During the duration of the assignment you will be under the discretion of the Hiring Managers requirements for the Project you are assigned to.
Must haves:
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