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City / Ville Calgary
Province Alberta [AB]
Country / Pays Canada [CA]
Title / Titre Incident, Problem & Service Request Specialist
Job ID 13363
Position Overview Reporting to the Team Lead, IT Service Management, the Incident, Problem & Service Request Specialist coordinates and supports the day to day process activities for Incident Management, Problem Management & Service Request Fulfillment Processes aligned to elements in the Service Level Management process.

• Ensures effectiveness and efficiency of the processes
• Reporting and measurement of key Operational metrics
• Facilitate monthly review meetings with each operational team to address incident and problem management process issues, aged incident/problem records, trend reporting to identify potential problem candidates etc.
• Provide trend analysis and reporting for potential problems to proactively identify problems and incidents to align with known errors in the knowledge management database.
• Escalation point for process, customer and tool related issues that affect Incident, SR or Problem Management processes
• Coordinate and facilitate team work between Level 1, 2 & 3 support teams
• Create, update & provide training on the processes
• Responsible for implementing process improvements to adapt to the business needs while ensuring process maturity

Contract Duration: 3-6 months
Responsibilities IT Service Management Tool Support

• Provide ITSM tool training and act as SME/business on the tool
• Enhance the ITSM tool to reflect business needs by continuous service/process improvements including workflow enhancements, integrations, business rules, controls and data mapping
• Act as Admin for ITSM tool and its associated Knowledge Management Systems
• Produce operational and management metrics and reports by configuring the ITSM tool/ other reporting tools
• Liaise with Level 2/3 support teams to monitor the availability, capacity and performance of servers for hosting the ITSM applications to ensure optimal operation with the assistance of application support
Requirements Education Required:

• An undergraduate degree/technical diploma or equivalent industry experience.
• 2011 ITIL Foundations Certificate required
• ITIL Intermediate level (Service Operation, Service Offerings and Agreements) Certification preferred.

Experience and skills required:

• Min 2 to 4 years of ITSM-related work experience in Incident, Problem, Service Request, Service Level Management
• Knowledge of Best Practices and industry standards related to Incident, Problem, Service Request Management & Service Level Management
• Working knowledge of ITIL Incident, Problem & Service Request Management processes along with some root cause analysis techniques
• Strong technical knowledge of IT infrastructure and the relationship of these components to enterprise applications
• Keen attention to detail.
• Process orientation to service delivery with customer focus
• Strong communication, negotiation, facilitation, negotiation, interpersonal, team building, documentation and project management skills
• Demonstrated analytical skills, superior problem solving and decision making skills
• A self starter who is able to work in a collaborative, challenging and ever changing environment

Nice to have:

• IT Experience working in the Utilities industry
• 2 to 4 years of experience as a Business Systems Analyst is an asset
• Business Process Design experience
Functional Area Application Support
Job Type Contract
Start Date 7/8/2013
Date Added 7/4/2013
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