ITSM Analyst

Edmonton (AB) Remote Only
Opportunity Number: 2068189
EducationProject Management
LanguageSecurity Clearance
English verbal and writtenCriminal Check at time of placement
Start PeriodDate Posted
Two weeks +Wednesday, December 22, 2021
Job Description

Our University client is looking for an ITSM Analyst to join their team! This will be a 6 month contract to start and is fully remote. The project is an ESM Tool Roll Out - migration from from ServiceNow to Freshworks - Freshservice.

Roles and Responsibilities

  • Collaborates with the ITSM Process Leads to perform activities related to ITIL policies, processes, and procedures, in order to optimize delivery of services
  • Responsible for performing specific tasks relating to the assignment, creating communication, reviewing documentation, and closure of tickets
  • Monitors and evaluates process activities to ensure standards are being adhered to and that other "best practice" process activities are integrated accordingly
  • Builds reports to monitor and analyze trends associated with ITSM processes and service performance

Qualifications and Experience
Must have:

  • Knowledge and understanding of ServiceNow administration.
  • Experience in JavaScript/HTML/CSS which are used in some areas where greater customization is required
Nice to have:

  • General understanding of ITIL V3 or ITIL 4 foundation
  • OTRS knowledge
  • Q FLow knowledge
  • Education or government industry experience

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2068189

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