IT Analyst IV – Technical Support

Job Title: IT Analyst IV – Technical Support
Location: Scarborough, ON (Hybrid)
Estimated Duration: 12 Months

We are looking for someone with diverse skills and some background in this space to join a fast-paced, dynamic environment offering a variety of career opportunities.
This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail.
Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills are required to be successful in this environment.
The incumbent will have deep knowledge and understanding of the ITIL framework, and familiarity with an ITIL aligned tool, preferably ServiceNow.
Responsibilities involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple LOB's globally.
Manage process improvements within the enterprise ITSM tool (ServiceNow) and assist to drive day-to-day BAU operations.
Coordinate technology change requests across all lines of business within the organization.

SUMMARY OF THE ROLE:
Duties include, but are not limited to:

• Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
• Serve as a subject matter expert on IT Service Management Change Management process and tool.
• Chair / manage various Technology Change Management related meetings
• Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes
• Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders .
• Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.
• Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL
• Facilitation of collision mitigation and conflict.
• Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
• Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration)

MUST-HAVE Hard Skills:

• IT Technical Support experience
• Service Now
• MS office
• ITIl V
• Experience reviewing technical documentation
• Asset management experience
• Enterprise Operations environment experience
• Knowledge of IT change management and ITIL methods and procedures

SOFT SKILLS:

• Strong communication skills
• Strong interpersonal skills

NICE-TO-HAVE

• FI experience