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Jr. ITSM Application Support Analyst with experience supporting Office 365 and ITSM tools – 1907

S.i. Systems

This is a Contract position in Toronto, ON posted October 14, 2020.

Job Id- 1907
Duration: 6 Months (Possibility for extension)
Location: Markham ( Remote until decided by business)

Jr. ITSM Application Support Analyst with experience supporting Office 365 and ITSM tools – 1907

Job Description:
We are looking for an individual with solid verbal and written communication skills as well as strong technical aptitude. The ITSM Analyst main function will be to provide assistance and support to the IT Service Management team.

The incumbent will liaison with all internal IT support teams, vendors, business representatives, upper management and LOB, coordinating the rapid recovery of incidents in a 24 by 7 environment. The incident coordinator also will coordinate the communication of all incidents; ensuring affected users and management receive updates and resolution notifications regularly. The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in incident identification and severity assessment as well as the overall Incident resolution, including leading Root Cause Analysis Investigations and preventive measures through proper problem management process.

  • Follow up on day-to-day incidents from start to resolution;
  • Liaise between client/user and support teams and vendor(s).
  • Create problem records for all Severity 1 and 2 incidents to find the root cause, determine the possible improvements and proactive measures.
  • Incident communication (eMails or otherwise),
  • Attend the Change Advisory Board to ensure the timely delivery of Service Level Agreements, Operational Readiness Checklist and Operational Documents for support purposes of newly introduced applications/services, as well as upgrades and updates,

    Must haves:

  • 2+ years experience as an ITSM Analyst with supporting Office 365 products
  • Experience with ITSM tools ( ServiceNow, BMC remedy, HP ALM)