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ITSM Process Coordinator
Job Type: Full Time
Location: Halifax, NS, CANADA;
Job Category: Technology and Digital Media ; IT Support and Service, Project Management and Business Analysis ; Business Analysis, Arts, Media and Entertainment ; Writing and Publishing
Job Industry: Business and Professional Services
Job Career Level: Experienced
Year(s) of Experience: 8
Number Of Positions: 1
Date Posted: Jan 31, 2013

Job Posting Date:  January 31, 2013 ** extended to February 22, 2013
Competition #: 13-016N
ITSM Process Coordinator

As a member of the ICT Planning & CRM team, the ITSM Process Coordinator is the catalyst to lead the implementation, management and continuous improvement of IT best practice processes (i.e. ITSM, ITIL*) across the IT organization. Adopting these industry best practices is a key component of ICT’s transformation to an Enterprise IT Service Provider for HRM business units. The ITSM Process Coordinator is a change management specialist who can demonstrate influence at both the management and staff levels. The work location is Duke Tower, Halifax.

IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL) are highly specialized fields and the ITSM Process Coordinator is a subject matter expert in these fields. The ITSM Process Coordinator is a collaborator, working with ICT management and staff to implement best practices and to ensure process objectives are met so the intended benefits are realized. The ITSM Process Coordinator is invested in maturing the IT organization’s processes to enable ICT to maximize efficiency while delivering improved and consistent services to HRM business units; including supporting management in staff recruitment to ensure candidates have the requisite process background/orientation and through the recommendation of discipline when approved processes are not being adhered to. Through the use of performance measurement techniques, the ITSM Process Coordinator will be able to quantify and demonstrate ICT’s performance as a service provider and show ICT’s value proposition to HRM business units.

(*These processes include but are not limited to Incident, Problem, Change, Asset & Configuration, Release, Service Level and Capacity Management)

Education & Experience:
  • Degree in Computer Science or related field, or suitable combination of a degree with IT training and IT experience;
  • Minimum 8 years experience in an IT service delivery / operations environment where IT best practice processes have been successfully implemented;
  • 3-5 years of best practice process leadership experience, preferably in an ITIL environment;
  • Direct experience in high-volume incident & change management environment on an enterprise scale;
  • Experience in leading & facilitating meetings involving technical subject matter experts and lay persons;
  • Experience in project management methodologies and frameworks;
  • ITIL Foundations certification pre-requisite; ITIL Masters / Expert certification preferred.
Customer Service; Teamwork and Cooperation; Analytical Thinking; Communication; Decision Making; Initiative; Innovation; Managing Change; Networking / Relationship Building; Organization and Planning; Stewardship of Resources; Team Leadership; Values and Ethics; Valuing Diversity

: Monday through Friday, between the hours of 8:30 am and 4:30 pm - 35 hours per week.

WORK LOCATION: 5251 Duke Street, Halifax NS Duke Tower 

CLOSING DATE: applications will be received up to midnight, February 12, 2013 extended to February 22, 2013

SALARY: EP12 on the Professional Salary Scale - Range:$56,000 to 90,000 per annum.
Salary will commensurate with education and experience.

Job Description

As an Employment Equity employer, the Halifax Regional Municipality is seeking to increase the representation of qualified racially visible persons, women in non-traditional positions, persons with disabilities and Aboriginal persons in the workplace. HRM encourages applicants to self-identify.

Qualified HRM retirees may also be considered for competitions if other qualified candidates are not available, and the retiree possesses specialized knowledge and/or a unique skill set not otherwise available. In these circumstances, a form of employment may be offered, including term and/or contract employment. 

Please note: Once you have submitted your resume, an on-line questionnaire(s) will appear on your screen which must be completed in order to be considered for this position. 
po # 72285906

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