Responsibilities:

• Lead the design and review of IT best practice policy and procedure documentation to align with IT Service Management best practices.
  
• Collaborate with internal and external partners in the improvement/maintenance/development of processes and/or guides.
  
• Deliver coaching on transformation and cultural change in relation to the IT Service Management program; including facilitation of strategic planning to enable the team to plan and manage the required IT Service Management initiatives.
  
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the organization.
  
• Provide technical guidance to stakeholders to ensure that process standards are understood, process procedures and policies are adhered to, process activities are monitored and that best practice process activities are integrated accordingly.
  
• Ensures documentation for I&IT best process procedures and protocols are drafted, ensuring their compatibility with the service management practices.
  
• Provide advice and expertise to external vendors and senior management, to contribute to IT strategies and projects.
  
• Monitor compliance with agreements and ensure the timely identification and resolution of problems and issues.
  
• Provide expertise on all ITSM best practices and processes.
  
• Design, implement and work with the project team in completing all relevant and required documentation in alignment with OPS standards.
  
• Support the testing team during system and UAT testing.
  
• Participate in Knowledge transfer.
  
• IT Service Management process subject matter expertise, with experience in ITSM Best Practices (ITIL).
  
• Knowledge and experience in process design development and coordination across all organizational teams.
  
• Experience in assisting with developing effective service delivery within Public Sector IT organizations.
  
• Experience effectively communicating strategic plans and providing guidance to senior management and extended supply chain (external vendors).
  

Experience and Skill Set Requirements:

Must Haves:

• Experience working in service management for the OPS and/or other Public Sector Organizations
  
• Demonstrate subject matter expertise in IT Service Management (ITSM) best practice
  
• Have experience in design and review of IT best practice policy and procedure documentation to align with IT Service Management best practices
  
• Have experience collaborating with internal and external stakeholders.
  

Skill Set Requirements:

Process Design Skills:

• Knowledge of systems analysis, design, development, configuration, testing, release and installation principles and practices, methods, techniques, and tools for ITSM.
  
• Experience in designing processes for a public sector client, including the assessment of current state, and creation of supporting documentation and leadership for Continual Service Improvement reviews.
  
• Experience in effectively conveying complex information to various stakeholders.
  

ITSM Process Skills:

• Excellent in ITSM Processes including, but not limited to: Incident, Problem, Change, Configuration, Service Level, Service Catalogue, Service Portfolio, Business Relationship, Release and Deployment, Request, Fulfilment, IT Strategy and IT Asset Management.
  
• Experience with knowledge management platforms (e.g., ServiceNow, Remedy) and how to create and organize documentation.
  

Documentation Skills:

• Experience in template creation and review for all supporting Process artefacts.
  
• Experience translating technical information into clear, concise, and understandable language for a variety of audiences.
  

Public Sector Experience:

• 5 Years of Experience.