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ITSM Manager


This is a Contract position in Montréal, QC posted September 8, 2017.

Job DescriptionJob Description Ubisoft Montreal, an industry leading developer of video games, located in the heart of Montreal’s Mile-End, offers a unique environment where creativity, teamwork and cutting-edge technology bring to life critically acclaimed video games and iconic AAA franchises. When you join Ubi Montreal, you enter a community of passionate, extraordinary people connected by their need to innovate, to be creative and to work with the latest technology. You’ll discover a world where employees enjoy constant career advancement, a supportive learning environment, and competitive compensation packages. Summary: The ITSM Manager is responsible for the deployment and evangelization of IT Service Management and its related processes: Incident management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management. He will also follow up and report on the adherence to the ITSM processes in the department and work with other ITSM managers to ensure global coherence. The focus of the position is mainly on Process Owner activities but requires a deep understanding of all processes deployed. Mission: The main and routine tasks of the ITSM Manager are to: * Coordinate with key clients (Directors and process managers) to define roadmap and process priorities of the processes he owns : Change Management and Incident Management; * Manage, report and communicate on the global performance of the processes he owns; * Own and manage the process backlog stories driving the evolution of the process from A to Z; * Coordinate and facilitate the Change Management process across the globe; * Prepare World CAB meeting agenda and capture issues and suggestions; * Determine CAB approvers for a particular change; * Manage the CAB approval escalation process; * Publish the Change Calendar; * Communicate upcoming Changes to impacted parties; * Facilitate post-implementation reviews; * Escalate to IT senior management if an unauthorized change is discovered; * Educate the Business and IT on the Change Management process; * Report on Change Management activities; * Support and handle your local clients requests; * Prepare and train GNS for future ITIL process deployment; * Carry out all other related tasks. Qualifications Education: * Bachelor’s degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field; * ITILv3 Foundation is required; * ITIL Intermediate certificate in Release, Control and Validation (RCV) or Service Transition (ST) or Operational Supports and Analysis (OSA) is a strong asset. * A Project management certification is a plus. Relevant experience: * 5+ years of IT experience; * 2+ years of experience as a Change Manager or as a Process Owner; * 2 years of project management experience (PMP a plus) * Experience working across organizational boundaries on a local and global basis is an asset. Skills: * Leadership * Excellent communication, teaching and negotiation skills * Ability to work in a dynamic and demanding environment * Ability to make decisions quickly * Ability to communicate effectively with all levels of management * Ability to make complex information accessible Knowledge: * Deep understanding of ITIL approach, principles and processes * Excellent English skills (spoken and written) * French fluency is an asset * Experience managing a team an asset * Broad understanding of IT technologies and business considerations * Understanding of Microsoft & Linux operating systems, routing and telecommunications, enterprise storage systems, data center operations * Good working knowledge of an ITSM tool (ServiceNow is a plus) Additional Information We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status.