Closed listing
IT - Technical Support Analyst III #26-24851
- Toronto, ON, Canada
$36 to $38 USD / hour · Contract
This opening has closed.
The original listing is kept below for reference.
Job details
- Pay
- $36 to $38 USD / hour
- Job type
- Contract
- Closing date
- Experience
- 5+ years of experience in an IT Process Management or related IT operational role.
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
Duration: 12+ Month (extension & conversion possible)
Hybrid working arrangement - Onsite work requirement 2-4 times a week.
Travel Required: between sites
Position Overview
- We are seeking an experienced IT Analyst IV - Technical Support professional with a strong background in IT Process Management and Change Enablement.
- The ideal candidate will have experience supporting enterprise IT operations, reviewing and managing change requests, conducting post-implementation reviews, handling emergency changes, and working with ServiceNow and ITIL-based processes.
- The role will be responsible for coordinating and executing the Change Management process while providing process support to stakeholders and serving as a subject matter expert on IT Service Management Change Management processes and tools.
Key Responsibilities
- Coordinate and execute the Change Management process on a daily basis, providing process and client support.
- Serve as a Subject Matter Expert (SME) for IT Service Management Change Management processes and tools.
- Chair and manage various Technology Change Management meetings.
- Review submitted change requests for completeness, integrity, and compliance with process requirements.
- Evaluate the risk and impact associated with proposed changes.
- Define, document, enforce, and support ITSM policies, processes, and procedures.
- Identify and recommend process improvements.
- Facilitate scheduled and ad hoc process training with stakeholders.
- Prepare, update, and present key performance metrics for the Enterprise Change Management process.
- Support ad hoc reporting and requests from business units and support teams.
- Drive process and organizational maturity related to IT Service Management and ITIL.
- Facilitate collision mitigation and conflict resolution related to changes.
- Facilitate the Change Post Implementation Review (CPIR) process and track plans to improve change success.
- Work collaboratively with other IT processes and teams, including Incident, Problem, and Configuration Management.
- Support change implementation monitoring and related operational activities.
Required Qualifications & Skills
- 5+ years of experience in an IT Process Management or related IT operational role.
- Experience in IT Technical Support.
- Strong knowledge of IT Change Management and ITIL methods and procedures.
- Hands-on experience with ServiceNow.
- Strong Microsoft Office skills.
- ITIL v4 certification required; ITIL v5 is considered an asset.
- Experience reviewing and evaluating technical documentation.
- Experience with Asset Management.
- Experience working in an Enterprise Operations environment.
- Experience with Change Enablement, including:
- Change request review
- Change implementation monitoring
- Change Post Implementation Reviews
- Emergency changes
- Change risk and impact assessment
Soft Skills
- Strong written and verbal communication skills.
- Strong interpersonal and stakeholder management skills.
- Ability to work independently and collaboratively in a fast-paced enterprise environment.
- Strong attention to detail and ability to assess risk, impact, and compliance.
Nice to Have
- Experience within the Financial Services / Banking industry.
Education
- Post-secondary education required.
Certificate:
- ITIL v4 certification is mandatory.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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More about this job
Responsibilities
Coordinate and oversee the enterprise Change Management process, including reviewing change requests, assessing risk and impact, managing change meetings, and supporting implementation monitoring and emergency changes. Lead post-implementation reviews, reporting, training, process improvements, and collaboration with Incident, Problem, and Configuration Management teams.
Requirements
Requires at least five years of experience in IT process management or related IT operations, including technical support, enterprise operations, Change Enablement, and hands-on ServiceNow experience. Candidates must have ITIL v4 certification, strong Microsoft Office and communication skills, and post-secondary education; financial services experience and ITIL v5 are assets.
Skills
- IT Change Management
- ITIL
- ServiceNow
- Change Enablement
- Change Request Review
- Change Risk Assessment
- Change Impact Assessment
- Post-Implementation Reviews
- Emergency Changes
- Enterprise IT Operations
- Asset Management
- Technical Documentation Review
- Process Management
- Stakeholder Management
- Microsoft Office
- Process Improvement
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Management & Leadership
Keywords
- IT Technical Support
- IT Process Management
- IT Service Management
- Change Management
- Change Enablement
- ITIL
- ITIL v4
- ITIL v5
- ServiceNow
- Enterprise Operations
- Change Requests
- Change Risk Assessment
- Change Impact Assessment
- Emergency Changes
- Post-Implementation Reviews
- Asset Management
- Microsoft Office
- Process Improvement
- Performance Metrics
- Incident Management
- Problem Management
- Configuration Management
- Stakeholder Management
- Financial Services
- Banking