IT Service Support Consultant

IT Service Support Consultant

On behalf of our client in the Utility Sector, PROCOM is looking for an IT Service Support Consultant.

IT Service Support Consultant – Job Description

• Prevent recurrence of incidents by performing root cause analysis

• Create tickets for identified problems and assign them to problem owners

• Follow up on progress with problem owners where necessary

• Analyze trends or historical data of incidents and services to ensure problems are identified and solved

• Provide internal and external updates with the Incident Management team

• Report problems metrics and statistics to management on a min. monthly basis

• Maintain our database of known issues and incident corrective measures for service restoration and workarounds

• Support knowledge base articles related to process and procedures

• Determine if operations need to change to improve escalation or recovery effort

• Review and record requests for change (RFCs)

• Convene the change advisory board (CAB) meetings

• Coordinate the building, testing, and implementation of changes

• Mediate conflicts related to the change where necessary

• Create and circulate the change schedule

• Conduct Post Implementation Reviews (PIRs) after the implementation of changes

• Maintain all change documentation (policies, procedures, templates, etc.)

• Produce management reports

IT Service Support Consultant – Mandatory Skills

• 5+ years in Information Technology

• ITIL V3 Foundations Certification

• The right candidate in this role must have excellent knowledge of ITIL Change, Problem and Incident Management

• Ability to communicate with Technical Leads (understanding systems) and Business users (ability to translate using non-technical terms)

• The individual would be a self-starter, be data driven, have strong problem-solving and data analytic skills, be result oriented and have excellent communication skills.

• Previous Remedy experience

• 5 years Microsoft Office- emphasis on Excel, MS Visio and PowerPoint

• Bachelor’s degree in any one of the following areas: Business, Engineering, Computer Science

IT Service Support Consultant – Assignment Start Date

ASAP – 12 months to start

IT Service Support Consultant – Assignment Location

Toronto, ON – Work Hybrid

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