ITSM Process Analyst (Winnipeg)
We are looking to hire an ITSM Process Analyst for a contract to hire role in Winnipeg
bachelor’s degree in Information Systems, Computer Science or related technical discipline
1-3 years experience as an incident/change manager or equivalent
experience in providing services to agree Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
Experience in mapping and managing as-is and to-be Service Management processes
Ability to manage and coordinate multiple, concurrent assignments, activities and tasks under time constraints
Ability to effectively interface with staff at all levels
Must be able to work independently with minimum direction
Excellent facilitation and organizational skills
Strong critical/analytical thinking and problem-solving skills
High energy level, adaptive and a strong team player with a good work ethic
Strong collaboration skills and ability to influence others
Continuous improvement mindset
oversee all ITSM processes including: incident management, problem management, change management, release management, capacity management, availability management, and configuration management
own the escalation process, the ITSM Process Manager will take ownership of major incidents to ensure coordintation of resolving parties and communication to stakeholders and post incident reviews
liaise with all necessary parties including owner of the change, technical teams, and business partners to ensure change implementation, testing, and back-out follow procedure as per schedule and processes
Assist in reducing the number of incidents escalated to Tier 3 through improved process, knowledge of procedures, skills and SOPs
ability to present issues and/or ideas in user-friendly language to non-technical staff, end-user and customers
demonstrate ability to assume higher-level leadership roles and responsibilities in critical situations
Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.
Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.
For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.