Specialized IT Consultant – Senior

Contract
Toronto
Posted 2 months ago

We have an excellent 5 months contract opportunity for a Specialized IT Consultant – Senior, in Toronto.
Work would be done remotely.

Must Haves:
• 5-10 years demonstrated experience and expertise working with IT Service Management for service delivery
• Demonstrated experience in implementing ITSM process, guides and establishing roles and responsibilities as part of a new service offering.
• Knowledge of ITSM tools and solutions (e.g. Remedy, Service Now, network monitoring tools)
• Experience in implementing Service Transition and Service Operations processes in a large complex IT environment
• Ability to produce detailed workflows, processes and procedures to support the to align with Ontario Government and PSRN standards

If you are available, please send your resume to [email protected] OR refer someone interested.

Title – Specialized IT Consultant – Senior
Start Date – 2022-11-01
End Date – 2023-03-31
Location – Remote / 21 College St, Toronto

Must haves:
• Demonstrated experience and expertise working with IT Service Management for service delivery
• No. Of years of experience – 5-10 years

Experience and Skill Set Requirements
• Collaborate with GMCB Service Management and vendors to develop and define ITSM processes including Change, Incident, Problem, Service Request, and Asset Management.
• Manage the ITSM process implementation on behalf of the client ministries working collaboratively with GMCB and the vendor.
• Assist in the development of process guide documentation.
• Align processes to enterprise and PSRN standards, contract requirements and operational needs.
• Assist the ministry clients in understanding the processes and developing internal policies.
• Provide strategic support for the ministry clients during the implementation and transition phases of the projects.
• Identify and communicate to the project team, any risks, issues, concerns, and mitigation strategies with the ITSM deliverables.
• Prepare Ministry Project Leads in presenting status reporting of ITSM project milestones and deliverables for Ministry specific roll up and project governance committees.
• Excellent knowledge and understanding of IT Service Management (ITSM) best practices and processes for the PSRN radio services.
• Experience with the development and implementation of ITSM processes for the delivery of an IT service.
• Strategic thinking skills and can provide input into organization effectiveness, considering risk and change management methodologies.
• Engage in effective consultation, negotiation and mediation activities to build consensus.
• Identify problems and make appropriate recommendations for resolutions.
• Skilled at process mapping and documentation and development of RACI charts.
• Effective communication skills to take large complex information and present issues in a clear logical manner.
• Minimum 5 years’ experience
• ITSM/ITIL or equivalent certification

Criteria Ratings MUST TOTAL – 100

ITSM Knowledge and Experience – 40 points

• Demonstrated experience and expertise working with IT Service Management for service delivery
• Demonstrated experience in implementing ITSM process, guides and establishing roles and responsibilities as part of a new service offering
• Knowledge of ITSM tools and solutions (e.g. Remedy, Service Now, network monitoring tools)
• Familiar with ITSM metrics and KPI’s to develop custom reports
• Experience in implementing Service Transition and Service Operations processes in a large complex IT environment
• Continual Service improvement processes experience

Process and Documentation Development – 25 points

• Ability to produce detailed workflows, processes and procedures to support the to align with Ontario Government and PSRN standards
• Development of process guides for Service Transition and Service Operations processes
• Development of detailed RACI charts that include detailed definitions of service delivery roles
• Development of communication material and operational instructions
• Experience in defining and documenting service level agreements

Communication Skills – 20 points

• Excellent written and oral communication skills
• Effective presentation skills with expertise in delivery presentations to non-IT personnel
• Experience creating reports and dashboards on project status and other KPI’s
• Ability to effectively facilitate meetings with different groups and stakeholders to produce collaborative workflows and processes
• Proficiency with Outlook and MS Office Suite (including Visio and PowerPoint)
• Experience in preparing executive level presentations that describe the approach and steps to implementing the ITSM deliverables

Problem Solving – 15 points

• Demonstrated experience in resolving complex problems through analysis, recommendations, and development of options
• Demonstrated analytical skills that include research, collaboration, and creativity
• Demonstrated ability to communicate options and opportunities for a problem to gain consensus to execute a resolution strategy

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