ITIL Lead

IT - Application & Software Development
Mississauga, ON
Permanent
Oct 06, 2022

Our client…

Our client is a leading hospital with an outstanding record of performance, fiscal responsibility, and quality patient care.

Responsibilities:

  • Leading the implementation of IS service management best practices, governance, and process improvements in alignment with ITIL v4.
  • ITSM tool configuration and identifying, and implementing opportunities to automate repeatable tasks to streamline operations
  • Provide support at all THP sites. Travel between sites may be required.
  • Creation of ITSM reports highlighting KPIs, SLAs and trends for Change, Incident and Service Request management
  • Create dashboards regarding open tickets, trends, service level agreements, average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions
  • Establishes and documents support policies, guidelines, and procedures to ensure consistent incident and problem resolution steps across all IS departments
  • Monitor incident, service request, problem, asset and change management processes
  • Identifying key priorities and escalating issues
  • Participating in audits as required to provide requested information in a timely manner
  • Change management
    • Reviews submitted changes to ensure they are complete and accurate
    • Ensures all necessary supporting documentation for the change including pre-testing, communication plans, stakeholder engagement, etc. are including in the change ticket
    • Verifies the business needs, goals and objectives of the change and ensures they are accurate.
    • Ensuring that the Forward Schedule of Changes (FSC) is current, accurate and available
    • Maintain detailed project change log, summary reports for operational and Management reporting.
    • Facilitates the weekly Change Advisory Board (CAB) process
    • Conduct post-implementation reviews as required
    • Establish tasks, goals, and milestones to guide the change process
  • Provide knowledge transfer and mentoring to staff
  • Ensures continual process improvement
  • Other duties as assigned

Must Have:

Knowledge

  • University Degree or College Diploma in a computer related field or equivalent work experience is required
  • Excellent understating of concepts related to Information Systems and technology solutions
  • ITIL Foundations ver 4 (required)
  • ITIL ver 4 Master designation (preferred)
  • Advance knowledge of ITSM tools such a HEAT and ServiceNow (required)

Experience

  • 5+ years’ customer support experience required
  • 3+ years’ experience leading large, multi-site organization’s ITIL aligned service management practices
  • 3+ years working experience in change management within a mid/large sized organization is required
  • 2+ years facilitating a Change Advisory Board (CAB)
  • 2+ years’ experience required with ITSM tools such as Ivanti HEAT or ServiceNow
  • Healthcare experience preferred
  • Recent experience with service delivery report writing and other required reports
  • Experience in implementing best practices, governance, and process improvement

Skills and Abilities

  • Exceptional organizational and time management skills
  • Strong change management experience
  • Excellent active listening skills
  • Great problem-solving skills and the ability to logically analyze technical processes
  • Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills
  • Works well under pressure and time constraints and can prioritize competing priorities appropriately
  • Strong presentation and meeting facilitation skills
  • Self-motivated with good analytical skills
  • Proficiency in Microsoft Word, Excel and Outlook are required

 

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