We are looking for an experienced IT Service Management (ITSM) specialist to join our team. This role involves managing help desk operations, enhancing workflows, and driving the improvement of IT service processes. You will collaborate with various teams to ensure the seamless delivery of IT services and contribute to the development of a structured, automated support model.

• Oversee the daily activities of a team of customer service specialists, ensuring effective management and coordination of their tasks.
• Analyze current ticketing workflows and implement improvements to enhance efficiency and scalability.
• Facilitate daily standup meetings with IT managers to align priorities and streamline ticket assignments.
• Develop and enforce ITSM standards that align with organizational goals and staffing capabilities.
• Create comprehensive documentation and best practices for consistent and reliable IT service delivery.
• Collaborate with cross-functional teams to design a roadmap for incident, request, change, and knowledge management.
• Identify opportunities for automation within ServiceNow and propose solutions to improve service operations.
• Prepare transition plans for service desk team members, including training and role development strategies.
• Recommend future-state models for catalog-driven and automated IT service operations.
• Support strategic initiatives aimed at enhancing the overall IT service management framework.
• Minimum of 5 years of experience in IT Service Management roles, with a strong background in ITSM processes such as incident, request, change, and problem management.
• Hands-on expertise with ServiceNow modules, including Service Catalog workflows, assignment rules, and automation features.
• Proven ability to lead ticket triage operations and implement process improvements.
• Strong skills in documentation, communication, and cross-team facilitation.
• Familiarity with municipal or public sector IT environments is preferred.
• ITIL® v4 Foundation certification is required; additional intermediate or advanced ITIL certifications are preferred.
• ServiceNow Certified System Administrator or ITIL Implementation Specialist certification is a plus.
• Proficiency in Active Directory, Service Desk Management, and deskside support systems.
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