Change Management Specialist

Description:

We are seeking an experienced Incident/Change Management Specialist (ITSM Specialist) to join our team in Montreal. This role involves handling incidents, changes, and problems in compliance with IT Service Management (ITSM) procedures. The specialist will be responsible for managing crisis situations, driving process improvement, providing reporting and audit support, and ensuring compliance with ITSM processes, all within the context of the financial sector.

Key Responsibilities:

1. Incident, Change & Problem Management:

   • Efficiently manage incidents, changes, and problems according to ITSM procedures.

   • Act as the point of contact for unresolved incidents, changes, and problems, ensuring adherence to service levels.

   • Handle crisis situations effectively, communicating clearly (both verbally and in writing).

   • Escalate incidents, problems, and changes as needed.

2. Process Improvement & Governance:

   • Conduct awareness sessions to promote process visibility across the organization.

   • Lead service improvement meetings across different regions.

   • Plan, chair, and document Change Advisory Committee (CAC) meetings.

   • Review and maintain process documentation, ensuring compliance with policies.

   • Advise stakeholders on process nonconformities and implement corrective actions.

3. Reporting & Audit Support:

   • Generate periodic and ad hoc reports on KPIs and process achievements.

   • Provide audit evidence and participate in audit-related meetings.

   • Utilize Power BI for generating service reports and analyzing data.

Qualifications:

1. Experience:

   • 5+ years managing major incident calls involving technical and business stakeholders.

   • Strong background in IT Service Management (ITSM), particularly in the financial sector.

   • Proficiency in Power BI for reporting and data analysis.

   • Proven track record of delivering excellent service and quality results.

2. Certifications & Knowledge:

   • ITIL Foundation certification (Required).

   • In-depth knowledge of ITSM processes and best practices.

   • Bilingual (English & French) or fluency in English required.

3. Assets (Preferred):

   • ITIL Intermediate certification (Strongly preferred).

   • Experience with ServiceNow.

   • Background in financial institutions and knowledge of international financial products.