Int. ITSM Consultant to act as SME and support incident recovery for large banking client - 51865

Int. ITSM Consultant to act as SME and support incident recovery for large banking client - 51865

Location: Scarborough (REMOTE)
Duration: 8 months
 
Job Description:
Provides relationship management services and technology/ITSM expertise in support of CIO and enterprise needs. Acts as a consultant to business partners in collaboration with the Enterprise Technology to provide quality service and address gaps in technology or processes supporting them. Promotes new processes and methodologies, emerging technologies, and agile, and aligns to the unique project team requirements. Group Culture: This individual will be working in a collaborative and diverse team-oriented environment. MS Teams is available throughout the day for team members to communicate.
 
Job Responsibilities:
• Engaged in major incidents to help facilitate and coordinate recovery and post incident reviews, on-call required
• Acts as a subject matter expert on ITSM processes and Enterprise processes
• Leads the development of the communication strategy focusing on positively influencing or changing behavior
• Presents and communicates at all levels within IT and across businesses / groups, including executives via monthly service reviews
• Ensures root-cause analysis is performed to determine underlying causes and participates in problem resolution for complex issues at all levels.
• Identifies opportunities to strengthen the IT consulting capability (e.g. shares expertise to promote technical development, mentors employees, builds communities of practice and networks across technology).
• Provides analytical support and insights to identified / assigned user areas to support relative product, channel, and business development initiatives (e.g. product, portfolio, and profitability analytics, and customer analytics).
• Facilitates recovery teams and handles escalations related to disruptions or major nuisances
 
Must Have Skills:

• 5+ years of experience in an ITSM consulting role
• Understanding of ITIL/ITIL Certifications
• Experience working with ServiceNow
• Knowledge of business analysis, project delivery practices
• Understanding of techniques associated with data modeling, process modeling, and user-centered design within the context of the organizational standards
• Banking/FI experience

Nice to Have Skills:

• Completion of ITIL Foundation Courses
• Business Analysis, ITSM Processes (Namely Incident/Problem/Change)