Senior ITIL Process Coordinator

Information Technology
Government - Provincial
Toronto, Ontario
Job ID:

Our public sector client is seeking IT Service Management (ITIL) subject matter experts to act as advisors/experts that help define and coordinate all aspects of the new process development where appropriate for a high priority initiative in Ontario.

– Manage IT Service Management Tool record assignment (Incident, Service Request, Change, Problem, Tasks, etc.)
– Oversee all ITSM Process records submitted to the client by the Service Desk, Suppliers, and other Stakeholders to ensure they are executed per defined process
– Assign ITSM records to appropriate resource/support areas
– Verify invoices and update financial records
– Perform and/or verify Configuration Item Records updates
– Monitor for Service Level breaches
– Perform Escalations (SL Breaches or Client)
– Participates in Service Management Governance committees
– Provide Feedback and perform updates on process guide and work instructions

– Understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc)
– Understanding ITSM Automation
– Key Performance Indicators (KPI’s) and reporting on measures of success
– Stakeholder engagement and Communications
– Understanding of tools used i.e. Remedy, Visio, SharePoint etc.
– Comfortable in meetings with stakeholders and clients
– Must be able to articulate messages that can be followed and understood
– When issues arise, and problems need to be resolved able to handle these without too much guidance.
– Overall team player
– Has ITIL Foundation V3 Certificate
– 3 years working in a large ITSM environment.
– A good knowledge of MS Office and ITSM applications.
– Willing to learn.
– Positive attitude

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