IT Service Management Coordinator (2-year term)

University of Toronto

Date Posted: 04/04/2024

Req ID: 36782

Faculty/Division: Ofc of the Chief Information Officer

Department: Enterprise Apps & Solutions Integration

Campus: St. George (Downtown Toronto)

Position Number: 00056142


About us:

The Enterprise Applications and Solutions Integration (EASI) department within the Chief Information Officer’s (CIO) Division is a central department responsible for all matters pertaining to the development, maintenance, and effectiveness of the core administrative management and student systems at the University of Toronto (U of T). Included within these responsibilities are all central SAP systems, such as Financial Services, Human Resources, ResearchAdministration and Procurement; the central U of T Student System (ROSI); approximately 40 related vendor and specialized web applications, including ITS’ ITSM platform based on ServiceNow.

Your opportunity:

Under the general direction of the Assistant Director, Enterprise Shared Services, you will be part of a dynamic, collaborative, and innovative team focused on delivering transformational technology solutions to the University. Through your efforts in this position, you will directly help improve the University’s administrative management and student systems.

The ITSM Coordinator position is a new position created to align and improve service delivery practices across the CIO portfolio, operating as Information Technology Services (ITS). ITS is home to over 200 IT professionals who provide University-wide IT services and systems to enable U of T to maintain its status as Canada’s leading institution of learning, research, and knowledge creation. This position will be responsible for coordinating the adoption of the ITIL framework, the implementation of ITSM best practices, ensuring the consistent adoption of key processes and tools, such as ServiceNow, across ITS, and establishing, measuring, and reporting against objectives and key results (OKRs).

Your responsibilities will include:

  • Evaluating new technologies or new and modified businesses processes to determine enhancement requirements
  • Developing and revising business methods that support administrative workflow and objectives
  • Advising on the creation of efficiencies for business processes and productivity
  • Developing and maintaining quality control procedures
  • Developing project schedules including milestones, critical path, timelines, deliverables and reporting
  • Analyzing and documenting business requirements
  • Liaising with IT departments and clients regarding translation of business requirements into technical specifications
  • Liaising with technical specialists to resolve end-user issues

Essential Qualifications:

  • Bachelor’s Degree in computer science, engineering, business or a related field, or acceptable combination of equivalent experience
  • Minimum five (5) years of recent and related technical experience in IT requirements analysis in a diverse, multi-client, and complex operational environment
  • Demonstrated experience consulting with clients and acting as a liaison to technical staff
  • Experience successfully delivering a change management program within a large, highly complex, and technical organization
  • Regular reporting to customers and internal stakeholders
  • Experience successfully implementing new or updated systems within a large, highly complex, and highly technical organization using service and application lifecycle management
  • Extensive experience working with ticketing systems such as ServiceNow, JIRA, and Azure Dev Ops
  • Experience with IT service delivery quality control such as monitoring, analyzing metrics, and conducting root cause analysis on customer surveys
  • Experience developing, designing, implementing, and managing a service management methodology and workflow
  • Effective written and oral communication and interpersonal skills, with the ability to collaborate across departments and influence stakeholders at all levels
  • Advanced analytical and project management skills; including the ability to interpret both business and technical needs
  • Excellent time management, prioritization, and multi-tasking skills
  • Excellent presentation skills with the ability to facilitate staff training sessions, client workshops, and meetings
  • Excellent customer service skills
  • Ability to read/interpret existing workflows and code
  • Demonstrated ability to exercise good judgement, to set priorities, and to handle a variety oftasks
  • Ability to elicit cooperation from a wide variety of sources, including all levels of staff and management
  • Demonstrated willingness to develop and share technological expertise

Assets (Nonessential):

  • Experience with the ServiceNow platform is a strong asset
  • Experience with web application languages (e.g. .Net, PHP, XML, Java, Python, PERL, JavaScript, Unix Shell Scripts, and Windows PowerShell), web server technologies (e.g. Apache, IIS), and database applications (e.g. Oracle, MSSQL, DB2, PostgreSQL, and MySQL) is an asset
  • Familiarity with the University of Toronto environment, governance, and policies is an asset
  • Training in project management is an asset

To be successful in this role you will be:

  • Communicator
  • Cooperative
  • Goal oriented
  • Organized
  • Persuasive
  • Self-directed

NOTE: This is a 2-year term position

Closing Date: 04/22/2024, 11:59PM ET

Employee Group: USW 

Appointment Type: Budget – Term 

Schedule: Full-Time

Pay Scale Group & Hiring Zone:

USW Pay Band 16 — $99,548 with an annual step progression to a maximum of $127,305. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 

Job Category: Information Technology (IT)

Recruiter: Khristen Sivaramalingam

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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