We are seeking an IT Service Management Consultant to join our team in a hybrid capacity, working from our Downtown Toronto office. This is a 12-month contract with the possibility of an extension. The ideal candidate will be responsible for managing and enhancing IT service processes using the BMC Remedy platform, with a focus on continuous improvement and automation.
The successful candidate will analyze service requests to identify opportunities for automation, conduct cost-benefit analyses, and manage automation projects from start to finish. This role requires a professional with a strong background in ITIL processes, BMC Remedy, and a proven ability to translate business needs into actionable solutions. If you are an experienced and detail-oriented consultant with a passion for optimizing IT services, we encourage you to apply.

QUALIFICATIONS

Experience and Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5-8 years of experience in IT service management (ITSM), with a strong focus on BMC Remedy.
• Experience in automation technologies and a solid understanding of their application within ITSM.

Technical Skills:

• Proficiency in administering and configuring the BMC Remedy ITSM suite.
• Strong understanding of ITIL processes and best practices.
• Proficiency in Tableau or other reporting tools.

Soft Skills:

• Excellent problem-solving, analytical, and communication skills.
• Proven ability to manage projects and deliver results in a fast-paced environment.
• Highly detail-oriented with a commitment to quality and continuous improvement.

SUMMARY

If you’re an experienced IT Service Management Consultant interested in a hybrid contract role in Downtown Toronto, we encourage you to apply. We are seeking a professional with a strong background in BMC Remedy and a passion for process automation.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process

• Manage and maintain the IT Service Management Bin and Mailbox. Fulfill service requests and manage Remedy profiles and approval hierarchies. Oversee work orders and task statuses within the Remedy platform.
• Analyze service requests to identify common patterns and areas for process improvement. Evaluate opportunities for automation and conduct cost-benefit analyses. Develop and implement automation strategies, and manage automation projects from conception through to implementation and review.
• Identify and implement process improvements within the IT service management framework. Collaborate with various IT teams to streamline processes and minimize service disruptions.
• Analyze the existing BMC Remedy implementation to identify optimization opportunities. Translate business needs into clear, actionable requirements and support the evaluation of alternative ITSM platforms.
• Generate and analyze reports on IT service performance and automation outcomes. Ensure compliance with internal policies and regulatory requirements.