UT
IT - Technical Support Analyst III #26-24851
US Tech Solutions, Inc.
🇨🇦 Canada
Hybrid
Mid level
3 days ago
$36 – $38 / hour
- ServiceNow
- ITIL
- Change Management
- Configuration Management
- AI
3 days ago
Hybrid working arrangement – Onsite work requirement 2-4 times a week.
Travel Required: between sites
Position Overview
- We are seeking an experiencedIT Analyst IV – Technical Support professional with a strong background inIT Process Management and Change Enablement.
- The ideal candidate will have experience supporting enterprise IT operations, reviewing and managing change requests, conducting post-implementation reviews, handling emergency changes, and working withServiceNow and ITIL-based processes.
- The role will be responsible for coordinating and executing the Change Management process while providing process support to stakeholders and serving as a subject matter expert on IT Service Management Change Management processes and tools.
Key Responsibilities
- Coordinate and execute theChange Management process on a daily basis, providing process and client support.
- Serve as aSubject Matter Expert (SME) for IT Service Management Change Management processes and tools.
- Chair and manage variousTechnology Change Management meetings.
- Review submitted change requests for completeness, integrity, and compliance with process requirements.
- Evaluate therisk and impact associated with proposed changes.
- Define, document, enforce, and supportITSM policies, processes, and procedures.
- Identify and recommend process improvements.
- Facilitate scheduled and ad hocprocess training with stakeholders.
- Prepare, update, and present key performance metrics for the Enterprise Change Management process.
- Support ad hoc reporting and requests from business units and support teams.
- Drive process and organizational maturity related toIT Service Management and ITIL.
- Facilitatecollision mitigation and conflict resolution related to changes.
- Facilitate theChange Post Implementation Review (CPIR) process and track plans to improve change success.
- Work collaboratively with other IT processes and teams, includingIncident, Problem, and Configuration Management.
- Supportchange implementation monitoring and related operational activities.
Required Qualifications & Skills
- 5+ years of experience in an IT Process Management or related IT operational role.
- Experience inIT Technical Support.
- Strong knowledge ofIT Change Management and ITIL methods and procedures.
- Hands-on experience withServiceNow.
- StrongMicrosoft Office skills.
- ITIL v4 certification required; ITIL v5 is considered an asset.
- Experience reviewing and evaluatingtechnical documentation.
- Experience withAsset Management.
- Experience working in anEnterprise Operations environment.
- Experience withChange Enablement, including:
- Change request review
- Change implementation monitoring
- Change Post Implementation Reviews
- Emergency changes
- Change risk and impact assessment
Soft Skills
- Strong written and verbalcommunication skills.
- Stronginterpersonal and stakeholder management skills.
- Ability to work independently and collaboratively in a fast-paced enterprise environment.
- Strong attention to detail and ability to assess risk, impact, and compliance.
Nice to Have
- Experience within theFinancial Services / Banking industry.
Education
- Post-secondary education required.
Certificate:
- ITIL v4 certification is mandatory.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visitwww.ustechsolutions.com .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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IT - Technical Support Analyst III #26-24851 · US Tech Solutions, Inc.