I&IT ITSM Process Coordinator

How we support diversity, inclusion and accessibility

About the job

• Ensure documentation for I&IT best practice procedures and protocols is kept current and recommend related policies for management approvals, ensuring their compatibility with the Service Management Processes.
• 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.
• Work with other Enterprise Service Management Processes such as Release Management, Service Asset and Configuration Incident Management and Change Management to effectively support Problem Management.
• Provide expertise on all ITSM best practices and processes.
• Monitors compliance with agreements, and ensures the timely identification and resolution of problems and issues.
• Participate as a process specialist on best practice committees, council and boards including governance activities, coordinating certain aspects of these governance bodies and convening process-specific sessions with stakeholders.
• Provide direction to project management teams, establishing performance standards, and providing training specific to Service Management Processes.
• Provide advice and expertise to external vendors and senior management, to contribute to IT strategies and projects.
• Execute and coordinate ITSM process activities, to establish standard methodologies.
• Assess process operations and collaborate with management and senior management on various process improvement opportunities.
• Provide advice and process expertise to project management teams, external vendors, senior management and executive level committees.

What you bring to the team

Knowledge:

• You have knowledge of Service Management principles, tools for IT Service Management (ITSM), and data analytics in order to research, plan, and lead diverse Service Management activities
• You can identify technical and human change management needs, and plan, manage, and evaluate technical change management needs.
• You have knowledge of technology management, I&IT infrastructure, application solutions development lifecycle concepts, emerging technologies, office automation, productivity & collaboration tools, and information management systems.

Other Essential Knowledge and Skills:

• You have knowledge of project management techniques and methodologies, in order to lead concurrent projects.
• You have planning, priority setting and co-ordination skills to plan, co-ordinate and direct activities.

Analytical and Problem-Solving Skills:

• You can assess and make recommendations concerning specific Problem Management processes, needs and requests, risks and benefits within the context of ITSM.
• You can assess the efficiency and effectiveness of operational processes and policies, in the context of Service Management.

Communication Skills:

• You can provide technical expertise and advice management on project planning, management, and reporting.
• You can manage stakeholder relations, provide instructions, and advice to clients on options, solutions, and courses of action.
• You have presentation and explanatory skills to make effective presentations to senior business customers and management.
• You can negotiate contracts with vendors, manage arrangements with clients and external service suppliers.

Don't meet every qualification?

Additional information:

• 1 English Temporary, duration up to 12 months, 200 First Ave W, North Bay, North Region or 222 Jarvis St, Toronto, Toronto Region or 1 Stone Rd W, Guelph, West Region or 301 St Paul St, St Catharines, West Region or 33 King St W, Oshawa, Central Region or 17 Gable Ln, Kingston, East Region or 300 Water St, Peterborough, East Region or 659 Exeter Rd, London, West Region or 159 Sir William Hearst Ave, Toronto, Toronto Region

Note:

• The information that you provide for the purpose of this competition and the results from this competition may be used to fill other positions. These positions may be of various tenures including short-term assignments. Your information and the results from this competition will be retained for the purpose of filling vacancies in accordance with the applicable collective agreement or policy provisions.
• E-MG-223627/24

How to apply:

Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

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