Are you passionate about enhancing IT service delivery and fostering strong client relationships? We're looking for a Lead, IT Service Management & Engagement to bridge the gap between IT services and NBCC staff, ensuring a seamless and customer-focused experience. If you excel at driving continuous improvement, communicating technical solutions in a business-friendly way, and optimizing IT operations, we'd love to hear from you!
Position Type: Regular Full-time
Location: Any NBCC Campus
Salary Range: $64,974 to $90,740 per annum
Reporting to the Manager of Information Technology Services & Training, the Lead, IT Service Management & Engagement will build and improve client relationships with NBCC staff and promote IT Services. The position will help clients better understand the full potential of NBCC's IT products and services; ensure communications to clients are business-friendly and customer-centric; identify continuous improvement opportunities and ensure that IT Operations meet or exceed reliability and service level objectives.
Key responsibilities include:
ITSM Practices
- Implement and manage ITIL-based processes such as Incident Management, Problem Management, Change Management, and Configuration Management to ensure efficient and effective IT service delivery.
- Ensure all IT services are aligned with business needs and service level agreements (SLAs) are met or exceeded.
- Conduct regular ITSM process reviews to identify improvement areas and implement necessary changes.
- Develop and maintain a Configuration Management Database (CMDB) to track and manage IT assets and configurations.
- Lead the implementation of ITSM tools and technologies to support IT service management processes.
Project Coordination
- Coordinate the installation and implementation of new hardware systems and associated training for new and current users.
- Collaborate with project teams to ensure the successful implementation of initiatives and opportunities, ensuring quality, scope, and schedule meet business expectations.
Training
- Coordinate training for new and current users on the administrative software functions of Brightspace, Cherwell, SharePoint, and other college software, and keeping customers up to date on new features and updates.
- Develop training plans and preparing schedules to provide on-site or remote training (training new clients and continuing education).
Continuous Improvement of IT Services
- Identify operational training improvements and service improvement opportunities by analyzing trends from service requests, surveys, and other forms of engagement.
- Facilitate the problem management process to ensure repeat incidents and major incidents are analyzed and learned from.
Education & Experience:
- Diploma/Degree with related certification in Computer Science or a related discipline with at least 5 years of relevant experience.
- Experience in software and hardware implementation.
- Experience in training/technical support/customer service/integration specialist (online and on-site).
- Experience with ITIL practices (incident management, problem management, change management, configuration management, etc.) and/or ITIL Certification.
- Knowledge of structures and methodologies of training.
Professional Skills:
- Ability to effectively collaborate.
- Excellent communication and facilitation skills.
- Strong proficiency in planning and a commitment to excellence in customer service.
- Analytical, detailed-oriented, and well-organized.
- Ability to work independently and in a team setting.
- Must be self-directed and able to manage competing priorities.
Assets:
- Experience administering/working on ITSM tools (for e.g. ServiceNow, Freshservice etc.),
- Collaboration tools (SharePoint and M365) and/or Learning Management tools (for e.g. Brightspace, Blackboard).
- A solid understanding of IT systems, software, and hardware. This includes familiarity with different operating systems, customer service portals, and other relevant technologies
- Strong high-level knowledge of Azure (Azure AD, Intune), Active Directory, Microsoft 365 Admin Center is desirable
Candidates must clearly demonstrate how they meet these qualifications on their resumes.
Other combinations of education and experience may be considered as equivalent. Subject to competition response, the minimum qualifications may be raised.
All applicants must be eligible to work in Canada at the time of application. This competition may be used to fill future vacancies at the same level.
- A culture that is focused on nurturing a sense of belonging for all employees.
- Become a member of the New Brunswick Public Service Pension Plan.
- Opportunities for professional development and training.
- NBCC supports the wellbeing of its employees. We provide free access to an Employee and Family Assistance Program (EFAP).
- Paid sick and vacation leave.
- Volunteer leave.
- Tuition Reimbursement Programs (Employee: Tuition Reimbursement Program AND Family: Tuition Reduction Benefit - Spouse and Children).
The New Brunswick Community College (NBCC) is committed to being flexible in its operations and to the well-being of its employees. This includes considering reasonable requests for alternative work arrangements, when feasible, to meet the changing needs of the College and its students. To ensure our student needs are met, flexible work arrangements cannot extend beyond the New Brunswick border. NBCC employees must live a reasonable distance from one of our seven work locations around the province.
We promote an equal-opportunity work environment.
All interested candidates are invited to submit a detailed application and resume online by March 9, 2025. All applications will be acknowledged upon receipt. However, only those selected for an interview will be contacted further.
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