Your challenge:

  • Provide functional support and configure ITSM application settings, features and related tools based on business requirements.
  • Contribute to IT Service Management activity and projects such as business requirement analysis, functional implementation and release, application migration, activation of features, data import jobs, data extracts and analysis, quality controls.
  • Digitize, change and improve workflows and workflow automation.
  • CMDB Management, maintain CI and CI classes in the CMDB.
  • Develop, implement and validate ITSM solutions in response to business, functional and technical requirements.
  • Contribute Request forms, contribute to standardization of Service Requests and related workflows, implement Service Offerings and Service offering forms based on customer requirements, contribute to service catalog improvement and self-service initiatives for internal and external customers.
  • Develop, improve, migrate reports and interactive Dashboards based on customer needs (CMDB / Asset management report, Billing reports, SLA reporting, IT operation reports and Dashboards).
  • Prioritize initiatives based on business needs and requirements and in alignment and consultancy with senior management.
  • Ensure timely completions of developments and implementations.
  • Create functional and technical documentation, provide end user and customer application trainings.
  • Stay current on the latest processes and technology advancements to automate and modernize systems.

Your profile:

  • Bachelor and/or Master in Computer Science.
  • 3 to 5 years’experience in supporting IT Service Management tools such as Ivanti Service Manager/Service Desk, BMC Remedy/Helix, ServiceNow or similar.
  • Background in administering, configuring and modifying ITSM applications.
  • Experience with Ansible, creation of Playbooks, AWX.
  • Strong troubleshooting/root cause analysis skills.
  • Web service proficiency (REST, SOAP) as well as XML and JSON knowledge.
  • Knowledge of Microsoft Windows Server, SQL Server and OS administration is a plus.
  • Certification in ITIL V3/V4.
  • Very good verbal and written communication skills, including collaboration across departments and customer communications
  • Advanced organizational skills, with an ability to manage various tasks concurrently.
  • Fluent in English and French.
  • Ability to work successfully both autonomously and within teams.
  • Enjoy working in a multi-cultural and challenging environment.
  • Willing to improve personal skills in new technologies.

 

Online application