Technology Support Analyst

at  Purolator

DESCRIPTION

A professional with firm knowledge of IT Service Management and ITIL best practices, processes, helping clients to align people, process and technology to drive business needs with the goal of creating enriched customer and great end user experience.

EXPERIENCE

• 2-3 years of production level IT Service Management Experience
• Itil 4.0 preferred
• ServiceNow or similar ITSM platform experience required

RESPONSIBILITIES

• CSDM Health
• ITSM Incident and SR process lead
• Service Introduction (Onboarding, maintenance & governance)
• Employee Experience
• Basic Knowledge Management framework

ADDITIONAL RESPONSIBILITIES

• Understanding of ITIL Processes and ServiceNow OOB functionality
• Engage in requirement gathering sessions for required modules such: ITSM and CSDM
• Incident & Service Request process owner
• Lead onboarding of IT teams to Servicenow platform for Incident, Service Request Management while ensuring the teams align with CSDM principles
• Work with the various teams to understand and define requirements for their Service Catalog requests items
• Engage across the teams and project stakeholders for coordination efforts
• Support Quality Assurance Test cases and coordination of execution of test cases
• Build strong relationships with team members, stakeholders, and clients to foster collaboration
• Keep documentation, and stakeholder communications well-organized and accessible
• Balance competing demands and negotiate requirements and solutions that satisfy all parties
• Address and resolve disagreements among stakeholders to maintain project momentum and harmony
• Quickly adjust to changing project requirements and environments, ensuring flexibility in approach