Job Description

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HM Note: This hybrid contract role is five (5) day in office. Candidates' resumes must include first and last name.
Description
Responsibilities:

• Provide execute and coordinate ITSM process activities and establish standard methodologies
• Provides technical guidance in ITSM processes that relates to: Service Planning, Incident Management, Change Management, Release Management, Service Level, Service Activation, Configuration, Problem management, Availability, Capacity and continuity Management, Training and Reporting.

General Skills:

• Knowledge of systems analysis, design, development, configuration, testing release and installation principles, and tools for IT Service Management (ITSM)
• Identify technical and change management needs Knowledge of technology management, network infrastructure, and emerging technologies in the areas of telecommunications, office automation, productivity tools, and information management tools.
• Enterprise ITSM/ITIL principles, protocols, processes and standards knowledge Customer relationship management experience.

Skills
Experience and Skill Set Requirements
General Project Management and Communications Skills - 30%

• Demonstrated experience with setting up workshops with the business users.
• Demonstrate strong communication, facilitation, negotiation, consensus building and problem-solving skills
• Demonstrated experience with planning and implementation of releases.
• Demonstrated experience with developing project plans.
• Experience with project change management
• Experience working in communications or organizational development role

Operations Support and Service Management Skills - 30%

• Demonstrated experience with operations and service management on large IT platforms.
• Experience with service management, analytics, and reporting tools.
• In-depth knowledge of SDLC and DevOps processes and tools.
• Extensive Client Relationship Management experience.

Architecture, Implementation & Integration - 25%

• 10+ years of experience in the development of internet/intranet applications of enterprise-wide large, medium or small size, multi platform, n-tier, multi component applications
• 10+ years' of demonstrated competency and experience in implementing physical infrastructure environments and integrating IBM WebSphere process server, WebSphere Application Server, and Oracle DB
• Demonstrated competency and experience with the Zachman framework
• Demonstrated knowledge and experience with business/information/application/ technology/security architectures with enterprise architecture
• Demonstrated experience with AODA

Enterprise Security Solution & Java Application Development - 10%

• 3+ years of experience in enterprise application development focused around the use of features such as APIs (REST and SOAP), microservices, SOA, ESB, Single Sign On, Identity Access Management, Omni-channel design, J2EE and J2EE security
• Demonstrated experience with providing application and security architecture for complex enterprise-wide projects

Public Sector Experience - 5%

• Experience in the public sector with Enterprise Architecture Approval process (ACT / ARB) and the IT gating process would be an asset

Must Haves: * Experience in setting up ITSM processes.

• Creating reports for processes set-up.
• Experience Fine-tuning processes and improving KPIs.
• Experience with Remedy/eSMT or other service management tools
• Experience with reporting tools and data visualization e.g. PowerBI
• Experience with ITIL, release management, capacity management, incident and change management.
• Middleware Monitoring tools e.g. Dynatrace or other tools.
• Knowledge of - IBM WebSphere Application Server/NDM/Liberty and cloud technologies - IBM middleware, cloud-based technologies and database.

Skills Required