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Specialist, IT Service Management

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Date: Sep 15, 2021

Location: Oakville, ON, CA, L6M 2W1 Toronto, ON, CA, M6K 3H7

Company: Softchoice

Why you’ll love Softchoice: 


We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 


We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 


The impact you will have:  
The IT Service Management Specialist will provide support for the Managed Services tool sets and supporting processes and procedures.  This includes daily support on operational needs and ticket management/distribution to ensure all client access management requests are handled in a timely fashion.  The ITSM Specialist will also provide Subject Matter Expert (SME) support for the ITSM ticketing system. 
Reporting to the Manager Infrastructure, Managed Services, the ITSM Specialist will engage regularly with system stakeholders and cross-functional teams to ensure the smooth, ongoing operations of our Keystone Technical Support Center and ticket management systems and their proper evolution to meet ever changing business needs. 
The successful candidate will have a solid background in supporting external customer-facing systems and a deep understanding of IT service management principles and best practices.  They should also have good working knowledge of industry leading IT help desk tools and trends. 
What you’ll do:   
Responsible for the delivery, maintenance and support of the enterprise ServiceNow application. Designated subject matter expert of the ITSM Ticketing System and providing system administration duties for critical tools and applications for the Managed Services teams.  Support end users and key stakeholders in a timely and professional manner to support daily operations.  

  • Collect regular feedback from operational teams to identify opportunities for improvement and work to implement enhancements 
  • Act as SME with respect to technical and functional design requirements, general data concepts, mapping and relationships 
  • Maintain and improve configuration items and general data integrity in systems & database(s) 
  • Create and maintain existing processes, utilize custom features and forms 
  • Internal point of contact for technical and application development teams 
  • Analyze Problems and assist with corrective actions 
  • Acting member of the Change Advisory Board (CAB) 
  • Change coordinator for approved changes, including documentation – i.e. Method of Procedure (MOP) document(s), process flows, user acceptance testing (UAT) etc. 
  • Manage technical vendor relationship and vendor escalations 
  • Assist with vendor contract management – including capacity management for license requirements 
  • Provide regular view into overall health and performance of system as well as recommendations to management 
  • Manage and respond to tickets related to Managed Service tools and applications 
  • May work with external clients on system demo’s or system requirements 
  • Other Sys admin duties as assigned 
  • Understand the ITSM product roadmaps and determine how to best leverage technology features to meet service requirements and continuously improve the customer experience 
  • Maintain a service support log and perform research for feature requests, bug fixes 
  • Review ITSM Ticketing Tool product roadmap on quarterly basis 
  • Participate in Keystone service roadmap reviews and continuous improvement meetings to understand future services focus and potential requirements for supported system 
  • Knowledge of IT Service Management Tools around the ITIL framework is an asset (i.e. Cloud Service Management, ServiceNow) 
  • Process Management – Define/maintain process and procedure documentation to support Service Operation best practices. 
  • Build and maintain key artifacts for operational support, i.e. process and procedure documentation, workflows, checklists etc. 
  • Provide training and guidance to support teams, includes new hire onboarding, new features 
  • System Audit requirements – regularly review access management to key systems to ensure that systems are secure and audit requirements are met (i.e. SOC audit).  Recommend any changes/access adjustments to management 
  • Includes workshops, identifying and addressing gaps or workarounds.  Planning includes agenda’s, meeting minutes, actions register etc. 
  • Reporting and data analysis 
  • Other process mgmt. activities as assigned 


What you’ll bring to the table:  


  • 3+ years of hands-on working experience as a ServiceNow Administrator  
  • 2+ years of hands-on experience troubleshooting issues and developing solutions within the ServiceNow platform 
  • 2+ years of hands-on working experience as a member of a helpdesk 
  • In-depth knowledge of most of the ServiceNow modules: Incident, Problem, Change, Service Request, Hardware Asset Management, Configuration Management Database (CMDB), Software Asset Management (SAM), IT Operations Management,  and Knowledge Management 
  • Completion of  ITIL Foundation v.3 or 4 certification 


Why people love working here: 


  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 16 consecutive years. 
  • Softchoice has been certified as a Great Place to Work in the United States for several years. 
  • We offer meaningful work and opportunities for career growth. 
  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice. 
  • We offer an opportunity to build a career in the technology industry. 
  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization. 

Inclusion & equal opportunity employment: 


We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. 
Require an accommodation? We are ready to help: 
We are proud to provide interview and employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 
Our commitment to your experience: 


We are committed to the safety of all candidates and team members. With that in mind, we have implemented virtual interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same. 


Before you start with us, we will conduct a criminal record check, verify your education and check your references. 


When you join Softchoice, we will onboard you remotely. Don’t worry. It’s quick, simple and you’ll be connected with your new team in no time.