RR13643 - IT Service Management Consultant

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  • Job type

    Contract

  • Location

    Toronto

  • Profession

    Banking And Financial Services

  • Industry

    Banking & Financial Services

  • Pay

    N/A
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CONTRACT || IT SERVICE MANAGEMENT CONSULTANT || TORONTO ON HYBRID

Job title: IT service Management Consultant
Work location: 14 Carlton Toronto ON HYBRID
Start date: ASAP
Duration of Term: 12 months

Job Summary: The IT Service Management Specialist will be responsible for managing and enhancing the service management processes within the IT department using the BMC Remedy platform. This role involves ensuring the efficient and effective operation of IT services, driving continuous improvement, and maintaining high levels of customer satisfaction. Additionally, the specialist will analyze service requests, identify opportunities for automation, conduct cost-benefit analyses, create requests for automation projects, and analyze their outcomes.

Key Responsibilities:
IT Service Management:
  • Managing IT Service management Bin and Mailbox
  • Fulfil Service Requests owned by ITSM including staffing services, managing Remedy profiles and approval hierarchy
  • Managing work orders/ task statuses in Remedy

Service Request Analysis and Automation:
  • Analyze service requests from users to identify common patterns and potential areas for process improvement.
  • Evaluate opportunities for automation within service delivery and support processes.
  • Conduct analysis to assess the financial and operational impacts of automation initiatives.
  • Develop and implement automation strategies and solutions to enhance service efficiency and reduce manual workloads.
  • Manage the lifecycle of automation projects from conception through to implementation and review.
  • Analyze and report on the outcomes of automation initiatives to ensure they meet desired objectives and provide value to the organization.

Process Improvement:
  • Identify areas for process improvement within the IT service management framework.
  • Develop and implement plans to enhance service delivery and operational efficiency.
  • Collaborate with various IT teams to streamline processes and reduce service disruptions.

ITSM system knowledge (Remedy/ ServiceNow)
  • Analyze existing Remedy implementation and identify opportunities for optimization or replacement.
  • Translate business needs into clear, actionable requirements
  • Support the evaluation of alternative ITSM platforms, including feature comparison and fit-gap analysis.
  • Assist in developing RFPs, vendor assessments, and implementation planning if a new system is selected.

Documentation and Reporting:
  • Generate and analyze reports on IT service performance, automation impacts, and other relevant metrics.
  • Ensure compliance with regulatory requirements and internal policies related to IT service management.

Qualifications:
Education and Experience:
  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Minimum of 3-5 years of experience in IT service management, with a focus on BMC Remedy.
  • Experience in automation technologies and tools, with a strong understanding of their application in IT service management.

Technical Skills:
  • Proficiency in administering and configuring BMC Remedy ITSM suite.
  • Strong understanding of ITIL processes and best practices.
  • Proficiency in Tableau/other reporting tools

Soft Skills:
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work effectively both independently and as part of a team.
  • Detail-oriented with a commitment to quality and continuous improvement.
  • Proven ability to manage projects and deliver results in a fast-paced environment.


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Talk to Jackson Bales, the specialist consultant managing this position

Located in Toronto (EN), 8 King Street East, 20th FloorTelephone:  6132882068