Our client is a stable, established growing organization in downtown Toronto and is looking for a Junior Resource, someone who is smart, eloquent, ambitious and self-aware person who is eager to learn and grow.
This resource will assist in development and management of a new department in the organization to oversee contract performance/governance/financial management, operational service and issues & disputes management, etc.
Analyst- Technology, Operations
What’s in it for you?
There are growth opportunities and you will leverage your service and support experience and your superior relationship management, analytical skills, creativity, detail-orientation, and positive attitude seeking short and long-term mentoring.
Things you need to have:
1.Client-focused and process-driven, ability to build trust and add value by proactively anticipating needs and resolving issues
2.Strong analytical, critical thinking and problem solving skills and ability to present clear, concise and effective solutions
3.Strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and suppliers. Ability to express technology matters in business terms would be an asset
4.Strong understanding of and experience with IT service management best practices including Incident Management, Problem Management, Change Management and Request Management
5.Previous Vendor Management skills with experience in tracking and reporting on service levels
6.1 – 3 years of same or similar role – proven experience in service desk, IT service management, IT Vendor Management or operations service support or service delivery
It would be great if you also had:
1.ITIL Foundations Certification an asset
2.Experience in payment card industry an asset
3.Knowledge of contractual agreements an asset
4.Experience servicing internal business groups such as: Systems Planning & Release, Implementations Teams, Product teams, Technology & Architecture, as well as possibly Finance, Legal, Vendor Management
What you will be doing:
1.Taking direction from the Sr. Manager, assist with the integration of VMO processes within Operations, the business unit and across the organization
2.Assist with the Building / improvement of rigorous systems/processes to support customers
3.Manages end-to-end process for new service requests from across the organization (service change requests, project change requests, and SOWs) and cross-references existing SLA's.
4.Works cross-functionally to ensure close integration with business requirements from all parties
5.Assists in the analysis of services against existing agreements to provide negotiating levers and ensure consistency against SLA's and KPI's
6.Facilitates contract negotiations and integrates approved service requests into all Vendor Management Office processes, tools, service levels and reporting