ITSM – Incident/Change Coordinator
About the Company
Federal-Williams Communications Inc. is an innovative wireless communications technology company that values its people. We provide essential Mission-Critical and Operation-Critical wireless communication solutions to a diverse range of public safety clients, including First Responders, hospitals, transit authorities, construction companies, and utilities. Delivering the best solutions for our customers is as crucial as ensuring the reliability of the systems and, infrastructure we design and implement.
Job Description
This role will provide guidance and consultation to staff to ensure compliance with IT Service Management (ITSM) processes, with a focus on both Incident Management and Change Management in production environments. The ITSM Specialist will be responsible for overseeing the resolution of incidents, ensuring effective incident detection, classification, and response to minimize business disruption. Additionally, the specialist will manage the implementation and execution of change management processes, ensuring all changes are properly planned, communicated, and executed with minimal risk to IT services.
RESPONSIBILITIES
· Identify and prioritize the impacts of downstream changes, develop mitigation plans, and escalate risks as needed
· Develop and implement change management strategies and plans to ensure the successful adoption of new initiatives
· Design and deliver training programs to equip employees with the skills and knowledge required to embrace change
· Create and execute communication plans to keep all stakeholders informed throughout the change process
· Collaborate with project teams to integrate change management activities into project plans
· Facilitate and participate in Change Advisory Board (CAB) meetings to assess, review, and approve changes in alignment with organizational goals and risk tolerance
· Lead and contribute to Method of Procedure (MOP) Review meetings to ensure operational clarity, risk mitigation, and procedural accuracy prior to implementation
· Engage in regular stakeholder management meetings to gather input, address concerns, and ensure alignment across IT and business units
· Work closely with the management team to implement continuous improvements using Lean methods and principles across ITSM practices and supporting tools
· Define and collect metrics to track trends and develop plans to mitigate symptoms, ensuring disciplined tracking and reporting according to ITSM standards
· Prepare reports on ITSM performance indicators and deliver insights to guide improvements
· Facilitate Major Incident Bridges and Postmortem calls with a focus on detail and clear communication
· Conduct and coordinate Post-Incident Reviews (PIR) to identify gaps in technology or processes contributing to service outages
· Facilitate cross-training initiatives to upskill team members across functions while actively engaging in knowledge exchange with peers to foster a highly versatile and collaborative cross-functional team.
SKILLS AND QUALIFICATIONS
- Completion of a diploma in Business, Information Systems, or a related discipline (or an equivalent combination of education, training, and experience)
- Proven experience in IT Service Management (ITSM) initiatives, including processes, tools, and best practices
- Previous Change Management experience is considered an asset
- ITIL Foundation certification is considered an asset
- Experience with ITSM software tools preferred
- Strong knowledge of IT infrastructure, including operating systems, networking, databases, information security, and web applications
- Strong business and systems analysis skills, including requirements gathering, use case development, and end-user documentation and training
Job Types: Full-time, Permanent, Casual
Pay: $70,000.00-$85,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
Schedule:
- Monday to Friday
Work Location: In person