Posted: 12/18/2020


    Job ID 2020-2853

    Job Description


    NorQuesters are difference makers and we’re searching for someone dedicated to making a difference to join our Business Technology Services team as an ITSM Process Specialist.

    Are you a logical, service-focused, organizer? Are you known for building relationships, and your commitment to business process improvements? Do you easily build relationships through collaboration and cooperation with coworkers and organizations and vendors? If so, consider this opportunity!

    The successful candidate will thrive in showcasing our value of finding ways forward by investing in maturing the organization’s processes to enable BTS to maximize efficiency while delivering improved and consistent services to its clients. You will also be a champion of leading from where you are through your work with BTS staff to implement best practices and ensure process objectives are met so the intended benefits are realized.  Through the use of performance measurement techniques, we trust that you will be boldly curious and intentionally courageous to quantify and demonstrate BTS performance as a service provider and show BTS value proposition to the institution. You will also be an integral part in leading the BTS department’s annual audit process for Alberta’s Office of the Auditor General.

    How you’ll make a difference

    • Monitor and evaluate process activities.
    • Ensure standards are being adhered to and that other “best practice” process activities are integrated accordingly.
    • Collaborate with BTS staff to perform activities related to ITIL policies, processes, and procedures, in order to optimize service support and delivery performance.
    • Provide training on various ITIL processes that are utilized within the ITSM tool.
    • Lead sessions explaining process objectives and how process activities are performed.
    • Document service and system improvements.
    • Produce a variety of ITSM related reports.
    • Build reports to monitor and analyze trends associated with ITSM processes and service performance.
    • Gather information and create reports for auditors.
    • Create reports about process variances.
    • Distribute communications as required.
    • Communicate process standards to ensure understanding across the organization.
    • Draft and distribute communications in support of process activities.
    • Determine and manage ITSM tool improvements.
    • Identify and implement BTS service process improvements

    What you bring
    • 2 year diploma in Information Technology is preferred /Computer Science or Bachelor degree an asset. Equivalent combinations of education and experience may be considered.
    • Certification in at least one of the following: ITIL v3 Foundation, COBIT 5 Foundation, CGEIT, CGRC, etc.
    • 3 – 5 years of experience in IT service management role is required.
    • Equivalencies may be considered.
    • Experience in a post-secondary institution within an IT context would be considered an asset.
    • Strong skills in MS Office Suite of tools.

    What makes you a Difference Maker?
    • Documentation and presentation skills, analytical and critical thinking skills, and the ability to identify needs and take initiative are what drive this position.
    • The ability to gather and analyze data to create recommendations that will improve our evolving department.
    • The ability to prioritize assignments, handle shifting deadlines, and work independently as well as in a team environment.
    • Excellent communication skills, both written and verbal, with the ability to present complex ideas to technical and non-technical audiences.

    SALARY:  $59,380 - $77,106 per annum. Reflective upon what you bring. AKA your education and experience. This is a one year term appointment, therefore benefits and pension are not associated with this position.

    NorQuest College offers flexible work options that include working on campus, working from anywhere or a blend of both! 

    COMPETITION NUMBER:  2020-2853 

    CLOSING DATE:  Open until a suitable candidate is found

    Apply to become a NorQuester: If this opportunity delights you and your expertise will shine in this role, we invite you to apply for this position online by uploading your resume and cover letter combined as one document. APPLY HERE

    Psst: Only candidates shortlisted for an interview will be contacted.

    Difference Makers. If we were to describe what NorQuest College is, we’d say these two words. We are so fundamentally driven in our mission to make a difference to our students, our community, and to our fellow NorQuesters, that it guides what we do, who we meet, and where we are headed.

    So how do we make differences?

    We empower NorQuesters. When it comes to working, it’s up to you to decide where (on campus or from another location) and how you work. NorQuesters are expected to embody our Qs—lead from where you are, be dependable, find ways forward—to name a few, but how you do that is your choice!

    We unlock potential. Whether its newcomers to Canada who want to improve their English, students who want to complete their academic upgrading, learners pursuing post-secondary education, or anyone who wishes to strengthen their skills through professional development, our passion to educate touches people of all levels and all backgrounds.

    We strengthen Alberta. From our graduates who hit the ground running, to our partnerships with government, industry, and business, to our commitment to communities, including a dedicated focus on Indigenous communities, we contribute to our province and make it stronger. We strive to be an employer of choice for First Nations, Metis and Inuit people in Canada by leading, supporting, and being an ally through our work toward decolonization, reconciliation, and Indigenization.

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