Senior IT Consultant - ITSM

Senior IT Consultant - ITSM

On behalf of our client in the Government Services Sector, PROCOM is looking for a Senior IT Consultant - ITSM.

Senior IT Consultant - ITSM – Job Description

Development of ITSM processes and implementation procedures to align with enterprise and standards for public safety

Collaborate with GMCB Service Management and vendors to develop and define ITSM processes including Change, Incident, Problem, Service Request, and Asset Management

Manage the ITSM process implementation on behalf of the client ministries working collaboratively with GMCB and the vendor

Assist in the development of process guide documentation

Align processes to enterprise and standards, contract requirements and operational needs

Assist the ministry clients in understanding the processes and developing internal policies

Provide strategic support for the ministry clients during the implementation and transition phases of the projects

Identify and communicate to the project team any risks, issues, concerns, and mitigation strategies with the ITSM deliverables

Prepare Project Leads in presenting status reporting of ITSM project milestones and deliverables for Ministry specific roll up and project governance committees

Excellent knowledge and understanding of IT Service Management (ITSM) best practices and processes

Experience with the development and implementation of ITSM processes for the delivery of an IT service

Strategic thinking skills and can provide input into organization effectiveness, considering risk and change management methodologies

Engage in effective consultation, negotiation and mediation activities to build consensus

Identify problems and make appropriate recommendations for resolutions.

Skilled at process mapping and documentation and development of RACI charts

Effective communication skills to take large complex information and present issues in a clear logical manner

Senior IT Consultant - ITSM – Mandatory Skills

5+ years' experience

ITSM / ITIL or equivalent certification

ITSM Knowledge and Experience

Demonstrated experience and expertise working with IT Service Management for service delivery

Demonstrated experience in implementing ITSM process, guides and establishing roles and responsibilities as part of a new service offering

Knowledge of ITSM tools and solutions (e.g., Remedy, Service Now, network monitoring tools)

Familiar with ITSM metrics and KPIs to develop custom reports

Experience in implementing Service Transition and Service Operations processes in a large complex IT environment

Continual Service improvement processes experience

Process and Documentation Development

Ability to produce detailed workflows, processes and procedures to support them to align with standards

Development of process guides for Service Transition and Service Operations processes

Development of detailed RACI charts that include detailed definitions of service delivery roles

Development of communication material and operational instructions

Experience in defining and documenting service level agreements

Communication Skills

Excellent written and oral communication skills

Effective presentation skills with expertise in delivery presentations to non-IT personnel

Experience creating reports and dashboards on project status and other KPIs

Ability to effectively facilitate meetings with different groups and stakeholders to produce collaborative workflows and processes

Proficiency with Outlook and MS Office Suite (including Visio and PowerPoint)

Experience in preparing executive level presentations that describe the approach and steps to implementing the ITSM deliverables

Demonstrated experience in resolving complex problems through analysis, recommendations, and development of options

Demonstrated analytical skills that include research, collaboration, and creativity

Demonstrated ability to communicate options and opportunities for a problem to gain consensus to execute a resolution strategy

Knowledge Transfer

Senior IT Consultant - ITSM - Assignment Start Date

ASAP – 5 months to start

Senior IT Consultant - ITSM - Assignment Location

Toronto, ON – Work Hybrid