Global financial firm in Montreal, QC has an immediate opening for an .
Job title : IT Service Management Consultant
Incident and Change Management
Brokerage's Enterprise Security Platforms (ESP) Service Management team is looking for a candidate to join the Change, Incident and Problem Management team to develop and assist in development and implementation of an Incident and Problem Mgmt team, as well as, enhancing our change management processes.
This team will also be focused on improving service level management processes, ensuring that that the needs of enterprise-
level clients and partners are met. This will include refining change, incident and problem management processes and procedures, analysis, planning, organizing and implementation of the ITSM initiatives and governance.
The ideal candidate will have strong ITIL working knowledge, key ITSM concepts, strong leadership skills, a deep sense of ownership, excellent written and verbal communication skills.
They should be adaptive to a continually changing and fast-paced environment, be able to successfully multi-task, and enjoy the pressure and stress of a role that covers different aspects of ITIL Service Level Management.
The role will involve interacting with Operations, Engineering and other infra teams.
The candidate's responsibilities will include, but are not limited to, the following :
Assist in the management of the Change Management process; ensuring that all ESP and infrastructure changes have an associated Change Implementation Request (CIR) and the appropriate impact and priority;
reviewing the changes including operational readiness and risk assessment, authorizing acceptable changes and approving CIRs based on global meeting reviews;
ensuring that production changes are made sufficiently in advance to ensure changes are planned, tested, communicated and delivered with if any, business disruption.
Serve as SME on IT Service Management Change Management process
Develop, streamline and implement the Incident and Problem Management process and controls to ensure quality is maintained to meet Business and IT objectives
Implement process improvements that increase the efficiency and effectiveness of the operational practices across ESP with a focus on Change, Incident and Problem Management with the goal to strengthen the Firm's Security Posture
Help drive process simplification, efficiency, and effectiveness through common metrics
Aid in the continuous improvement of ITSM Change, Incident and Problem management process / capability adoption, compliance, execution and supporting solutions
Develop, track, review reports on changes and incidents & provide meaningful KPI to management. Identify and monitor change & incident themes and trends
Work across IT to implement preventative measures by building an effective problem management process to ensure a best in class level of support and service-
Help to build a continuous service improvement process across ESP
Bachelor Degree in Computer Science or in a relevant field-Practical experience of ITIL and / or ITIL certification(s)
Professional 5 years+ experience (preferably in the finance industry) in a large-scale and diverse IT environment that includes experience in IT Service Management processes
Experience with Enterprise Security, Authentication & Identity Management and Threat Prevention
Familiarity with server-level hardware, clustering technology, files shares, and storage systems
Experience working in ServiceNow, Jira, or any major ticketing system.
Strong analytical skills to identify problems and problem themes and drive the necessary process and technology improvements
Ability to work well with people across the organization, at all levels; building relationships, while driving change
Excellent communication skills, both oral and written
Team oriented, leadership, innovative and efficiency focused
Skilled in Microsoft Office tools
Advanced MS Excel, MS Excel Macros, MS Power Point, MS Visio
Experience in Twiki , Share Point, Jive, Jira, Qlikview reporting