Job Title: IT - Technical Analyst III
Duration: 1 year
Office location: Toronto ON (Onsite)
Experience Level: 5+ years
Interview Process: 1 round Virtual – possibly both will be in person - 30 minute interview process (panel interview)
Working hours: 37.5 hours per week, 7.5 hours per day
Rotation:
- Change Implementation Monitoring shifts will rotate between 7AM-3PM and 11AM-7PM – Must be flexible and able to adjust schedule. Shift could also be 9 am to 5 pm- depending on where they are needed and placed.
- Attendance at the weekly Wednesday 9am-9:45am meetings required in addition to regular shifts.
- Hybrid working arrangement – Onsite work requirement 2-4 times a week. Required to be onsite at another office during team meetings. Location at least 3 weeks prior.
Travel Required: between sites
CANDIDATE PROFILE DETAILS:
Certifications Required: ITILv4 required – ITILv5 would be a nice to have.
Duties include, but are not limited to:
- Coordination and execution of the Change Management process on a daily basis, providing both process and client support.
- Serve as a subject matter expert on IT Service Management Change Management process and tool.
- Chair / manage various Technology Change Management related meetings
- Review submitted Change requests for completeness, integrity and compliance with process requirements; Evaluate risk and impact associated with submitted Changes
- Work with the team to define, document, enforce, and support ITSM policies, processes, and procedures including making recommendations for improvements. Facilitate scheduled and adhoc process training with stakeholders .
- Updates and presents key performance metrics for the Enterprise Change Management process as well as adhoc requests for the various business units and support teams.
- Drive process and organizational maturity as it pertains to IT Service resolution activities Management and ITIL
- Facilitation of collision mitigation and conflict.
- Facilitation of the Change Post Implementation Review (CPIR) process to document and track plans to improve change success.
- Operational and relational integration with other IT processes and teams (Incident, Problem, Configuration)
MUST-HAVE Hard Skills:
1.) IT Technical Support experience
2.) Service Now
3.) MS office
- ITIl V
- Experience reviewing technical documentation
- Asset management experience
- Enterprise Operations environment experience
- Knowledge of IT change management and ITIL methods and procedures
NICE-TO-HAVE
1.) FI experience
We are looking for someone with diverse skills and some background in this space to join a fast-paced, dynamic environment offering a variety of career opportunities. This role requires strong organizational skills, strong technical writing and documentation skills, oral communication and presentation skills, and strong attention to detail. Multi-tasking is a key part of the job and having a sense of urgency and strong customer skills is required to be successful in this environment. The incumbent will have deep knowledge and understanding of the ITIL framework, and familiarity with an ITIL aligned tool, preferably ServiceNow. Responsibilities involve working closely with various employees at all levels of the organization, including TS teams and senior leaders across multiple LOBs globally. Manage process improvements within the enterprise ITSM tool (ServiceNow) and assist drive day-to-day BAU operations. Coordinate technology change requests across all lines of business within the organization.
Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
