Description

DUTIES AND RESPONSIBILITIES:

Process Leadership Communicates process standards to ensure understanding across the organization
Monitors configuration process activities to ensure standards are being adhered to and that other best practice process activities are integrated accordingly
Supports process activities by engaging technical and non-technical partners offering a consultation/education/training function to ensure process activities are successfully carried out. Providing information and explanations regarding process objectives, how process activities are performed, process maturity, and impacts to services being delivered
Designs, implements and maintains performance measurement systems and reports to monitor and analyze trends associated with ICT’s configuration management processes and service performance

QUALIFICATIONS
Education and Experience:

Candidates with experience as a CMDB Configuration Manager/Analyst will be given preference. Degree in Computer Science or related field, or suitable combination of a degree with IT training and IT experience
Minimum 8 years of experience in an IT service delivery / operations environment where IT best practice processes have been successfully implemented
3-5 years of best practice process leadership experience, preferably in an ITIL environment
Direct experience in high-volume incident & change management environment on an enterprise scale
Experience in leading & facilitation meetings involving technical subject matter experts and lay persons
Experience in project management methodologies and frameworks
Expert knowledge of IT Service Management best practice processes and standards (i.e. Information Technology Infrastructure Library - ITIL); client management techniques, subject matter expertise and advice; assess effectiveness of policies and procedures; participate in developing service/process performance assessment criteria and recommending improvements
Leadership, presentation and facilitation skills and the ability to demonstrate influence with partners during the change management aspects of best practice process implementations

Technical / Job Specific Knowledge and Abilities:

Knowledge

Leadership, presentation and facilitation skills and the ability to demonstrate influence with partners during the change management aspects of best practice process implementations
Effective communication, relationship management, tact, and negotiating skills, to plan, control and lead effective IT process activities with respect to competing demands and service values; prepare and present plans and reports; and be an effective representative and relationship manager
General project management knowledge, including planning, costing and progress tracking to ensure successful implementation of IT best practices and successful delivery
The ITSM Process Coordinator will be responsible for configuration management and is responsible for designing and populating an enterprise CMDB, and establishing best practices for Configuration Management service across ICT
Monitors the environment and ensures proper baseline identification of Configuration Items (CIs), performs audits and provides verification of version release configuration items
Develops and maintains an ongoing configuration management process, standards and procedures based on ITIL best practices. This includes process audits, data accuracy governance with CI owners
Work with CI owners to develop and validate relationships and data mapping as part of CMDB population, as well as a process to maintain in the future
Develops, fosters and manages effective relationships and partnerships with management, project managers, clients, vendors, suppliers, team-members, and colleagues to facilitate cooperative approaches to ensure successful service delivery
Drafts and distributes communications, on regular intervals, to management, staff, and clients in support of process activities. (i.e. notifications about system failure post mortem reviews, upcoming maintenance on production systems, service performance levels and actions being taken to improve performance, etc.)

Authority / Decision Making

Works under the direction of the Manager, ITSM, and within the framework of the mandate of HRM’s IT direction, objectives, standards and policies and within industry, IT trends and standards
Makes recommendations to ICT senior management
Ensures successful IT service delivery through consistent ITIL process execution, quality and compliance to standards
Coaches, mentors, and assists IT staff through their advanced knowledge of implemented configuration management processes & enabling technology
Determining appropriate level and nature of communications to ensure co-ordination between ITSM, clients and process partners

Requirements

Security Clearance Requirements: Applicants may be required to complete an employment security screening check

Please note – Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion

COMPETENCIES: Achievement Motivation, Decision Making, Managing Change, Communication, Customer Service, Initiative, Teamwork and Cooperation, Valuing Diversity

Salary & Benefits

WORK STATUS: Term (12 Month)

HOURS OF WORK: M-F, 8:00am - 4:00 pm

SALARY: EP12 – Non-Union ($66,000 to 100,000)

WORK LOCATION: Duke Tower, 3rd Floor, Halifax, NS

CLOSING DATE: Applications will be received up to midnight on January 30, 2018

Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted

During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process

Qualified HRM retirees may also be considered for competitions. In these circumstances, a form of employment may be offered, including term and/or contract employment

(position #72285906)