IT Service Support Consultant

  • Full Time
  • Toronto

CB Canada

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


To apply, please visit the following URL:

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