Senior Information Technology Service Management Analyst File Reference Number: TS-044

Through its services and products, CCOHS advances health and safety in Canadian workplaces, and the physical and mental well-being of Canadians.

The Information Technology team supports this vision through a combination of technological innovation and strategic partnerships.

Under the direction of the Director, Information Technology and Facility Services, the Senior Information Technology Service Management Analyst supports and monitors all IT processes utilized to allow for efficient and continuous development and operation for the IT related products and services for CCOHS.

This position ensures the maintenance of CCOHS’ IT Service Management applications such as Trac and/or Freshdesk. Assists with implementing the strategic roadmap for IT Service Management within the organization. Provides oversight and approves changes to the technical production environment. Monitors all core IT processes and provides monthly Key Performance Indicator (KPI) metrics with accompanying insights and narratives on process trends with recommendations for changes and improvements.

Duties

    • Review IT change control tickets for completeness; identify tickets that are missing required data / artifacts; work with and coach IT staff with regard to process requirements to ensure process compliance. (30%)
    • Review process performance and trends to identify opportunities for continuous services improvement and work with IT leadership to review, obtain approval, and implement process improvement where possible. (20%)
    • Research IT Service Management industry trends and capabilities; provide recommendations to IT leadership to implement new IT Service Management capabilities to support the CCOHS IT Service Management Strategy. (20%)
    • Compile and distribute monthly KPI reports for CCOHS IT; Incident, Problem, Request, and Change processes – IT Service Management; Infrastructure and Application availability – IT Operations; Release Management pipeline – IT Development. (10%)
    • Monitors the Problem Management process and follows up with IT Managers to ensure that tickets are successfully resolved. (10%)
    • Participates in Major Incident bridges as required; Leads Emergency Change Advisory Boards; Submits Post Incident Reports to IT Leadership following every Major Incident. (5%)
    • Other related duties as required. (5%)

Scope of Position

  • The Senior IT Service Management Analyst reports to the Director, Information Technology and Facility Services. This position monitors and oversees the processes that govern all CCOHS product technology for client applications and products.
  • The position also works closely with other Service Units and departments to achieve service level objectives as defined in the IT Service Management policy. This position must maintain a positive relationship with all Service Units and departments to ensure buy-in for IT processes and the IT Service Management system.
  • This incumbent must be able to work independently or as a member of various teams in the organization.

Know-How

  • Intermediate understanding of IT infrastructure.
  • Ability to work in a fast paced and rapidly changing environment with solid organizational, multi-tasking capability and prioritization skills.
  • Advanced knowledge of Microsoft Office.
  • Intermediate knowledge of Windows based systems – Windows 7/Server 2003/Server 2008/Server 2012/ Server 2016.
  • Advanced knowledge of Information Technology Infrastructure Library (ITIL) based Ticket Systems such as, but not limited to: BMC Remedy, Service Now, Heat, Incident Monitor, CA Service Desk, BMC Remedy Force.
  • Previous experience in successfully designing and implementing processes within an IT organization.
  • Proven success in launching IT Service Management system modules within an IT organization.
  • Ability to represent IT in major project implementations.
  • Experience participating in Major Incident bridges and Post Incident Review processes.
  • An intellectually curious, quick study who will learn the business quickly.
  • Expertise in IT Change Control best practices.
  • Excellent written and verbal communication skills.
  • Understand best practice Change Management evaluation techniques to perform Post Implementation Reviews.

Problem-Solving

  • Analyze problems and perform root cause analysis to understand technically complex issues and recommend new tools and resources which will modernize the organization with industry leading approaches and technologies.
  • Review reports and ticket data sets to identify trends and problems, to identify and implement resolutions and prevent further incidents.
  • Identify possible opportunities and strategies to enhance the IT process to improve user experience.

Accountability

  • Facilitates Change Management review meetings and approving changes as the Change Management Analyst.
  • Has the final approval of all IT changes before submitting to IT director.
  • Performs risk analysis of submitted changes against probability of success based on presented change requests and the required criteria.
  • Coordinates the change deployment schedule to avoid overlapping changes and change conflicts.
  • Evaluates and ensures that business impact is mitigated where possible and the applicable business users are notified as required.
  • Provides monthly KPI metrics to IT Leadership for:
    • Incident Management
    • Request Management
    • Problem Management
    • Change Management
  • Conducts Post Implementation analysis reviews following every change to ensure process compliance and risk mitigation.
  • Provides analysis and recommendations in bi-annual process review to ensure continual service improvement initiatives and maintain alignment to ITIL best practices.
  • Ensures the delivery of support pertaining to the CCOHS IT Service Management system and other support applications as required.
  • Plans and deploys enhancements to the CCOHS IT Service Management system as it relates to the continuous improvement roadmap as defined by IT Leadership.
  • Leads and deploys version upgrades to IT Service Management applications as required.
  • Works with product owners and IT Operations, develops and maintains product plans to support the IT and Organizational strategic goals.
  • Provides technical guidance and process coaching to IT staff, ensuring that they are utilizing IT processes efficiently and successfully.
  • Recommends, guides and advises other Units and teams on potential process and service improvements.

Working Conditions

  • Physical Effort: Work is performed on the computer, with keyboard and mouse or track pad, for four to six hours per day. The employee works at a computer (keyboarding and mousing to read and reply to e-mail, prepare reports, review information, etc.) for the majority of the workday. The work is interspersed with non-computer based activity, such as reading, thinking, proof-reading, photocopying, filing. The employee has some control over the workload and can get up, stretch, and walk on a regular basis. Some stooping and lifting (or handling of light material) may be required.
  • Physical Environment: There is low risk for RMI when using the keyboard and mouse during review of programming or when working towards deadlines. Work in the server room is intermittent but may require cramped environments. The employee works at a desk and/or a computer workstation with a keyboard and a mouse for the majority of the workday. The workstation and desk are ergonomically set up, with a wrist rest, mouse rest, document holder, task lamp, as required. The lighting meets standards and there are adjustable blinds on the windows as required. The building environmental controls meet general office requirements.
  • Sensory Attention: The work requires concentration when reviewing and quality assuring work of other staff due to its technical nature. Concentration is also required when debugging programs. The position requires concentration to compose, enter data, proof-read, quality assure, read routine information, communicate with others via e-mail, search for information and listen to others carefully.
  • Mental Stress: There is pressure to ensure that management and team deadlines are met. There are priorities and deadlines which need to be met on a regular basis. There are interruptions from colleagues, supervisor or telephone calls. The employee has some control over the pace of work. Work may be repetitious.

Specifications

  • Bachelor’s degree in Computer Engineering or a related field, or equivalent (four (4) years of experience in addition to the experience requirement below).
  • Minimum of 7 years experience in an IT role inclusive of the following:
    • IT Support
    • IT Service Management
    • Application Administration – including IT Service Management solutions
    • Change Advisory Board participant
  • ITIL v3/v4 Certification.
  • Excellent verbal and written communication skills.

Salary

Within the range of

$76,073 to $97,945 (CCOHS-09) per annum.

Full-time, permanent, unionized position

Application Deadline

Thursday, July 8, 2021

Quote File Reference Number: TS-044

Vacancies: 1

To Apply

Please send cover letter and resume to ​jobs@ccohs.ca.

Attach resume as an MS Word or PDF document.

This competition is open to residents of Ontario only.

Notes

Note: Attaining reliability security status is a condition of employment for all CCOHS positions.

This position is temporarily remote – future travel to facilities may be required.

All resumes are maintained confidential and are kept on file for a period of six months.

We thank all candidates for their interest; however, only those under consideration will be contacted.