Assignment Deliverables:

• Develop/Update Branch ITSM Process Guides in accordance with the OPS GO ITS Standards
  
• Collaborate with internal and external partners in the improvement/maintenance/development of processes and/or guides
  
• Contribute to day to day process steps as required
  

Experience and Skill Set Requirements:

Must Haves:

• Have ITSM knowledge for many processes i.e. Incident, Service Request, Change Management
  
• Have experience developing processes and documentation
  
• Have experience collaborating with internal and external stakeholders
  

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
  

Business Analysis Skills:

• 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:

• 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:

• 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 Years of Experience