POSITION

SALARY

INDUSTRY

LOCATION

TYPE

REF #

Senior Business Analyst

OPEN

Insurance

Scarborough

Permanent

801040I

POSITION DESCRIPTION

  • The ITSM Specialist will face into CPO project managers and project subject matter experts (SMEs) relevant to Change/Release Management.

  • The ITSM Specialist is liaison role that will: Act as the lead interface between CPO business analysts (PID, estimation; program and project managers (project lifecycle); Corporate Canada business units and BSD IT to ensure smooth integration of CPO deliverables with BAU process and supports ITSM strategies.

  • Provide CPO initiatives with ITSM awareness training, tools & techniques where appropriate.

  • Ensure that current and developing ITSM policies and procedures are communicated followed and enforced.

  • Work with IT Service & Vendor Management team to appropriately embed any net new capabilities or process improvements resulting from CPO initiatives.

REQUIREMENTS

  • The ITSM Specialist must have a minimum of ITIL foundations certification; 5-8 yrs. practical mix of related ITSM operational and process improvement expertise.

  • In addition, must have a solid understanding of CobiT, CMMi and other related ITSM best practices. Must possess exceptional communications skills and experienced in dealing with varied levels of management teams to manage and escalate issues as they arise..

  • Must be proficient with industry standard tools that enable them to develop and implement process improvements. (Visio, MS Project, PowerPoint).

  • Must be able to manage multiple assignments and tasks simultaneously.

  • Must be able to take initiative and work with minimum supervision.

  • The ITSM Specialist will have to pay attention to details and must be able to work independently.

  • High level of proficiency with MS Excel and Word, Lotus Notes, Access Database, MS Project, MS Visio. 10+ Years Senior Business Analyst and/or IT Team Lead/ Supervisory/Management roles.

  • Understanding of Service Management principles & practices.

  • 5 yrs. Change/Release Management operational experience.

  • ITIL Foundations (minimum).

  • ITIL Practitioners (Preferred)Awareness of CMM/CMMi Software Development disciplines.

  • Demonstrated knowledge of application development lifecycles.

  • Excellent Customer Service skills.

  • People performance management.

  • Highly developed relationship and interpersonal skills, able to effectively deal with both internal and external clients.

  • Working within a demanding, fast evolving environment.

  • Provision of excellent customer focused quality service.

  • Minimum 5 yrs. Insurance or Financial industry experience.

  • 2-4 years Project Management experience.

  • Strong relationship management skills.

  • Excellent communications, presentation skills and attention to detail.

  • Demonstrated ability to facilitate & coordinate diverse teams.

  • Ability to work independently with minimal supervision.

  • Strong organizational skills