IT Service Management Specialist (ITSM) - Jobs in Markham, ON

Job Description

Who We AreBGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at www.bgis.comWe are looking to have a full-time IT Service Management Specialist join the team and work remotely from eastern Canada.SUMMARYThe IT Service Management Specialist will support OneCall service desk in the process of driving and expanding an improved digital customer experience, in implementation of Omni Channel support. The role will be responsible for continuous enhancement of automation and self- serve tools. Will work to adopt the Enterprise Service Desk model for HR, Finance – AP, Sourcing, Facilities & QMS.KEY DUTIES & RESPONSIBILITIESIntegration

• Manage the design, development, implementation, and maintenance of Ivanti application and services.
• Implement and enhance Ivanti Platform and modules per business requirements.
• Collect, consolidate and analyze metrics to facilitate decisions related to service improvements.
• Analyze IT business and technical problems, designing, coding, testing, maintaining, supporting, documenting and installing ITSM solution.
• Help facilitate integrating ivanti with third party software.
• Prepare and present ITSM topics at team and department level meetings.
• Focus on KPI measurement, providing a means for gathering and reporting on data.

Operational Support

• Serve as the primary point of contact for all operational support issues related to Ivanti Platform.
• Responsible for identifying problems, researching solutions, reconfiguring or recoding system to improve system functionality.
• Operate and provide day-to-day administration of the ITSM tool, following defined ITSM processes.
• Maintains a Service Catalog representing business services.

Innovation

• Perform unit testing and install new modules, releases and version upgrades.
• Develop and modify Ivanti workflows, forms, lists, business rules, UI components, web services, tables, menus, Client Scripts, UI Scripts, ACLs, UI Pages and Scripted REST APIs.
• Present problem analysis and recommended solutions in a creative and logical manner.

KNOWLEDGE & SKILLS

• Degree in Computer Science, Information Systems or related applicable certifications
• Minimum of 2 years’ experience with Ivanti Platform Development or equivalent
• Experience with interfacing ITSM technologies across different platforms
• Expertise in XML, HTML, Web Services, JSON
• Experience configuring and maintaining a workflow management system
• Experience in the management and administration of information technology services
• Have a constant drive to make things better, question the status quo and approach common challenges with creativity and constructive criticism
• Share ideas in a way that adapts to the audience, regardless of function, level, or expertise
• Critical, big-picture thinker. Has a constant thirst for knowledge and the ability to credibly share it with others internally or externally
• Analytical, evaluating logic-based details while always considering and problem-solving for the sake of the big picture
• Considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions

Licenses and/or Professional Accreditation

• Ivanti certification or equivalent experience
• ITIL certification

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!#LI-HG#LI-RemoteQuick Apply

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