Job Description
Date Posted: 07/25/2024Req ID: 38869Faculty/Division: Ofc of the Chief Information OfficerDepartment: Enterprise Apps & Solutions IntegrationCampus: St. George (Downtown Toronto)Position Number: 00056142Description: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 requirementsDeveloping and revising business methods that support administrative workflow and objectivesAdvising on the creation of efficiencies for business processes and productivityDeveloping and maintaining quality control proceduresDeveloping project schedules including milestones, critical path, timelines, deliverables and reportingAnalyzing and documenting business requirementsLiaising with IT departments and clients regarding translation of business requirements into technical specificationsLiaising with technical specialists to resolve end-user issuesEssential Qualifications:Bachelor's Degree in computer science, engineering, business or a related field, or acceptable combination of equivalent experienceMinimum five (5) years of recent and related technical experience in IT requirements analysis in a diverse, multi-client, and complex operational environmentDemonstrated experience consulting with clients and acting as a liaison to technical staffExperience successfully delivering a change management program within a large, highly complex, and technical organizationRegular reporting to customers and internal stakeholdersExperience successfully implementing new or updated systems within a large, highly complex, and highly technical organization using service and application lifecycle managementExtensive experience working with ServiceNow ITSM and other ticketing systems such as JIRA, and Azure Dev OpsExperience with IT service delivery quality control such as monitoring, analyzing metrics, and conducting root cause analysis on customer surveysExperience developing, designing, implementing, and managing a service management methodology and workflowEffective written and oral communication and interpersonal skills, with the ability to collaborate across departments and influence stakeholders at all levelsAdvanced analytical and project management skills; including the ability to interpret both business and technical needsExcellent time management, prioritization, and multi-tasking skillsExcellent presentation skills with the ability to facilitate staff training sessions, client workshops, and meetingsExcellent customer service skillsAbility to read/interpret existing workflows and codeDemonstrated ability to exercise good judgement, to set priorities, and to handle a variety of tasksAbility to elicit cooperation from a wide variety of sources, including all levels of staff and managementDemonstrated willingness to develop and share technological expertiseAssets (Nonessential):Experience as a ServiceNow administrator and/or developer is an asset; ServiceNow certification is a strong assetExperience 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 assetFamiliarity with the University of Toronto environment, governance, and policies is an assetTraining in project management is an assetTo be successful in this role you will be:CommunicatorCooperativeGoal orientedOrganizedPersuasiveSelf-directedClosing Date: 08/11/2024, 11:59PM ETEmployee Group: USWAppointment Type: Budget - ContinuingSchedule: Full-TimePay Scale Group & Hiring Zone:USW Pay Band 16 -- $101,539. with an annual step progression to a maximum of $129,851. 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 SivaramalingamLived Experience StatementCandidates 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.All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.Diversity StatementThe University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see .Accessibility StatementThe University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.If you require any accommodations at any point during the application and hiring process, please contact .University of Toronto
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