MISSION

The Calgary Board of Education (CBE) is the largest school board in western Canada with over 144,000 students and 16,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals.
When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success.

POSITION DESCRIPTION

This job is accountable for providing administration, support and training for Service Desk systems and practices. They play a key role in the adoption and transition of new services into the Service Desk Framework and facilitate the identification and definition of those services. This job champions improvements to service operations and promotes transparency in service delivery. They work as a liaison among Service Desk stakeholders in order to elicit, analyze, communicate and validate understanding, expectations, interactions and procedures. They analyze and resolve operational service challenges and exploit problems to implement changes and continuously improve CBE service delivery and quality.

EDUCATION AND EXPERIENCE

• Two year equivalent post-secondary diploma in the field of computer technology.
• Minimum of four years progressively more responsible experience in a service coordination\ service support position, preferably in a medium to large, complex, multi-disciplinary, unionized, corporate setting.
• Knowledge of best practices, techniques, systems and tools that support a service centre (ITIL certification desirable).
• Experience in facilitating workshops, working groups and conducting end-user training is desirable.
• Knowledge and experience with a Service Management application.
• An equivalent combination of education and experience will be considered.
• Possession of or working towards Business Analysis certification would be an asset.

DEMONSTRATED SKILLS AND COMPETENCIES

• Demonstrated ability to convey ideas and instruction clearly concisely and effectively (both oral and written).
• Detail oriented, organized, creative and self-directed with the ability to meet and direct project deadlines.
• Ability to effectively provide guidance, instruction and advice in a team-based environment.
• Ability to capture, analyze, and diagnose situations with precision, and to exercise sound judgment to make decisions as to the best course of action in varying circumstances.
• Strong time management and organization skills combined with the ability to effectively prioritize.
• Communicates effectively and demonstrates an understanding of the impact of communications on others and on the organization.
• Comfort with ambiguity and openness to change.
• Reliability, integrity and dependability, personal suitability.

LAND ACKNOWLEDGEMENT

The Calgary Board of Education acknowledges the traditional territories and oral practices of the Treaty 7 Nations, including the Siksikaitsitapi Nations, Tsuut’ina Nation, and the Îyârhe Nakoda Nations. We acknowledge the Métis Nation within Alberta, and all people who make their homes in the Treaty 7 region of southern Alberta. As a learning organization, we are committed to advancing the Truth and Reconciliation Calls to Action focused on Education for ReconciliACTION

Adoption and Transition of New Services

• Working with the Service Specialists, IT and other Shared Services Service owners, facilitates changes to service desk operations in response to changes to existing services.
• Creates a repeatable methodology, to structure, coordinate and transition new services into a service desk framework.
• Initiates preliminary requirements gathering; interviews, meetings and/or workshops, to define the scope and procedures surrounding new services.
• Gains consensus among diverse stakeholders using a high degree of tact, analytical, judgment and negotiation skills. Facilitates clarity, understanding and expectations surrounding the transition and adoption of new services into the Knowledge Management process and service desk framework.
• Leads initial Service Desk understanding and input to new systems, services and processes.
• Serves as a primary contact point for key stakeholder interaction during the transition and adoption of new services into the service desk framework.

Service Delivery Business Process

• Provides expertise in the modeling, mapping and communications of service delivery process.
• Establishes standards and templates to describe service ownership, service processes and service delivery.
• Develops and implements Service Desk operating guidelines, practices, techniques, and tools. Initiates and recommends changes to Service Desk business procedures to increase efficiency and quality of service delivery to the CBE School Community.
• Leads and coordinates adoption of effective self-service solutions to increase service efficiencies. Evaluates and monitors self-service and self-help resources. Champions the efficacy of self-help and self-service resources with service providers.
• Analyses and projects potential impact(s) on the Service Desk and CBE community when implementing new processes or changes to existing processes and services.

Service Desk Tool Administration

• Supports and provides administration of Service Desk platform and core tools.
• Provides administrative support for the service management system. This includes account and access management, introducing new features, changes and updates. Provides user support, orientation training, and assists staff in proper use and best practice surrounding the service management system.
• Provides administrative support for enterprise knowledge base repository and reviews knowledgebase articles for accuracy and continued relevance. Provides user support, orientation training, and assists staff in the proper use and best practice surrounding the knowledge base repository.
• Provides administrative support for the Service Desk Platform and related systems. Provides user support, orientation training, and assists staff in proper use and best practice surrounding the Service Desk Platform and related systems such as remote tools and the call center telephone system.

Service Monitoring Reports

• Establishes, defines and promotes standard service monitoring reports. Analyzes and provides solutions for the measurement of targeted outcomes and initiatives.
• In conjunction with stakeholders, establishes service milestones and consistent supporting practice to enable the benchmarking of service targets.
• Provides guidance, insight and analysis surrounding metrics and reports for stakeholders, champion’s constructive use of service metrics and reports.

Establish and Maintain Service Catalogue

• Creates, develops, maintains and leverages a service catalogue framework.
• Inventories the current state of existing services, prioritizes services that would provide benefit from greater rigor, and develops an action plan to address those services in collaboration with Service Owners.
• Defines and transitions new services into a service catalogue framework.

Service Incidents & Continuous Improvement

• Examines and explores service problems to identify gaps and opportunities for improvement. Makes recommendations to prevent problems from reoccurring, tests and implements such solutions.
• Maintains effective liaison with CBE departments and staff to analyze service challenges and resolve issues. Builds trust amongst users and services stakeholders. Maintains positive working relationships and engages stakeholders to develop understanding.
• Assists in the resolution of complex service problems and may serve as part of an Emergency Response Team.

Service Management

• Facilitates understanding and agreement between service owners and the Service Desk to define service scope, channels of interaction and service expectations.
• Works closely with Service Desk staff to facilitate an increased understanding of procedures, CBE systems, best practice and problem solving. Clarifies, validates and confirms service arrangements are working as envisioned.
• Focuses on continuous improvement of existing services, achieving efficiencies, and improving quality surrounding delivery of services. Responds to and consolidates end-users’ feedback and requirements to improve services.
• Facilitates discussions and workshops involving cross-functional teams to define and improve service delivery practices.
• Maintains an ongoing operational relationship between the Service Desk and service owners as required.

General Duties

• Attends seminars and meetings related to technology, CBE service delivery and Service Desk processes. Maintains current skills with CBE Services and Systems.
• Maintains knowledge of security practices and checks for proper security practices and/or security breaches. Reports security incidents immediately to Supervisor.
• Represents the Service Desk and department as a member on committees as required.
• Performs other related responsibilities as assigned to meet the purpose and accountabilities of the role.