Senior IT System Intake Specialist

at  TransLink

MARKETING STATEMENT

A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region’s world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.
At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.
Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you’ll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!

KEY ACCOUNTABILITIES

Leads the definition, documentation and communication of departmental intake processes and procedures. Provides input to the continual improvement roadmap for IT System intake toolsets. Assists in defining relevant intake KPIs (Key Performance Indicators), OKRs (Objective Key Results) and performs reporting of results. Promote and support collaboration, assess impact to existing work and balance the deliverables across technical teams.
Coordinates and facilitates Applications and Operations work intake for various channels of intake from projects, operational, and maintenance planned work, including documentation and clarification of deliverables, schedules, budgets, and stakeholders; communicates with all parties to set and manage expectations, Works in close partnership with customers, business partners / technology / project teams, stakeholders to assess, document, communicate, coordinate detailed functional specifications.
Work with stakeholders and subject matter experts to define and document system requirements, technical and functional specifications in alignment with standards and frameworks. Translate requirements and participate in the scoping, estimation of the effort necessary to complete the intake items.
Facilitates knowledge transfer within the team and customers / business partners, coach, and train new or less experienced colleagues and act as an expert in the intake process. Help define, document, implement, communicate, and update departmental processes and procedures. Ensure IT Applications and Operations systems artifacts and corporate records are classified and communicated appropriately as per corporate records policies.
Conducts ongoing research to stay abreast of the evolving capabilities within departmental resources and technologies, including conducting thorough assessments of project requirements to determine the optimal approach for task execution, considering both internal resources and contracted services/vendors. This entails identifying suitable solutions, including potential automation of tasks, systems, or processes, all while considering workforce planning implications to meet business requirements.
Identifies and presents opportunities to optimize productivity, effectiveness, and operational efficiency of the business and/or team.
Notifies management and key stakeholders in real-time of important developments, potential problems, and related information. Fosters and maintains relationships with internal BTS services providers and stakeholders to ensure knowledge is current and aligned with product and governance strategies.
Provides leadership and oversight to teams involved in the planned work intake process. Makes recommendations into the preparation of the departmental budget.
Support a positive work environment that promotes service to the business customers, quality, innovation, teamwork and ensure timely communication of issues / points of interest.

EDUCATION AND EXPERIENCE

The requirements for this position are acquired through completion of a diploma in a technology related discipline, plus six (6) years of progressively responsible experience in the information technology operational and service delivery field, in a complex environment with a large volume of technical enterprise systems.
Prior experience in project management with demonstrated strong analytical skills when developing and recommending business improvements and change initiatives.
Strong knowledge of business analysis best practices and practical application.
Excellent communication skills both verbal and written with the ability to persuade others.
Demonstrated ability to effectively manage positive customer relationships.
Prioritize and manage your own and others workload to deliver quality results and meet timelines.

OTHER REQUIREMENTS

Demonstrate excellent organizational and time management skills.
Computer skills - Standard Office tools including word processing and spreadsheet software, common project management software, common database applications and basic network, software, and other systems technologies.
Experience with process and procedure development, work intake and scheduling processes and tools with an Agile mindset.
Experience with cloud technologies, project management, change management, MS DevOps / Jira would be beneficial.
Experience with various corporate application systems will be beneficial.

PRIMARY PURPOSE

The Senior IT System Intake Specialist works within the BTS (Business Technology Services) IT Applications & Operations (A&O) department, with a primary focus on the intake, planning, and scheduling of work for the IT A&O teams, ensuring the department is set up to successfully deliver on commitments to stakeholders. This role will be responsible for leading the development, documentation, and communication of processes and procedures required for the effective and efficient movement of work from initial intake through resource assignment, as well as reporting of metrics supporting the delivery of related services.
The Senior IT System Intake Specialist is a highly customer-oriented role requiring a strong focus on technical facilitation of service delivery and ensuring sustainment and availability of production environments is a priority.