Shamshera

Job details

Salary

$86,577–$108,235 a year
Full Job Description

JOB INFORMATION

Requisition ID: 5808

Number of Vacancies: 1

Department: Information Technology Services (20000014) – IT Customer Services (30000037)

Salary Information: $86,577.40 – $108,235.40

Pay Scale Group: 09SA

Employment Type: Regular

Weekly Hours: 35,
Off Days: Various
Shift: Various

Posted On: July 22, 2022

Last Day to Apply: August 7, 2022

Reports to: Manager, Business Relationship and Service Management

The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

General Accountability

Reporting to the Manager Business Relationship and Service Management, the Analyst Information and Technology System Management (ITSM) Reporting role performs operational reporting and analysis related activities for IT Service Management function including but not limited to Incident Management, Problem Management, Change Management and Systems Availability across the Enterprise Service Delivery and Information Technology departments.

In addition, the Analyst ITSM Reporting is responsible for identifying business service management priorities, showcasing the value delivered through current ITS services, identifying business service management process gaps through data gathering and analysis. The role proactively serves as the key point of contact for all IT related reporting needs and creating dashboards for promoting ITS’ vision, value, services, and capabilities. The role assists in maintaining and supporting the ITSM tool. As TTC relies on ITS throughout the entire Commission, this role supports and performs process improvement activities, report generation, maturity improvements, process data analysis and communication.

Key Job Functions

Data Gathering and Analysis

Establish and maintain data gathering sources

Build and maintain ITSM process reporting, optimizes the management of data sources and data accuracy.
Define and maintain common Service Management reporting formats, data sources, and definitions.
Proactively analyse process activities and process data to identify reporting improvements, process improvements and key areas of focus for the leadership team, including but not limited to efficiency, quality, consistency and alignment.
Manage Service Management reporting formats, data sources, and definitions.
Engage all relevant partners and secure the requisite reviews and signoffs as necessary.

Reports and Dashboard creation

Automate Reports and Dashboards in ITSM platforms and other reporting platforms

Automate reporting from data sources into ITSM and reporting platform – Tableau, Excel macros, PowerBI etc.
Work with ITS leadership team to define and report on key Service Management process metrics and supporting analysis.
Coordinate with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures.
Work with process participants to manage completion of process activities and/or management of process metrics.
Identifies and Implements opportunities to improve and automate ITSM Reports using SQL, python scripting and other available tools.
Establish and maintain relationships with the various business groups to effectively communicate and provide key updates on reporting impacts on key projects and post measurement dashboards.
Produce and Review Post Mortem Reports in a timely manner.

Supporting ITSM Platform and ITSM Operations

Involved in development, configuration, testing, deployment and support of ITSM platform solutions, example: CA R14, ServiceNow.

Works with ITSM team to identify prospects of improving ITSM tool with focus on reporting capabilities.
Participates in reviewing ITSM strategies and best practices in implementing ITSM solutions.
Understands CMDB usage ranging from mapping business data elements to technical data elements.
Configures ITSM platform solutions.
Writes, tests, and debugs simple scripts including Client Scripts, Business Rules, and Script Includes, using JavaScript.
Creates and updates simple workflows and assists in ITSM tool enhancements.
Executes and manages Incident & Problem Management processes to ensure optimal overall performance.
Manages technical bridges and major incidents throughout the incident cycle to resolution.
Maintains detail Incident activity timelines for critical incidents and leads technical Root Cause Analysis to avoid repeat incidents.
Monitors Incident resolutions and tracks trends/patterns to identify potential Problems and drive creation of appropriate Problem Tickets and RCAs through corresponding support teams.
Manages and handles Major Incidents and technical bridges throughout the incident lifecycle.
Provides on call support 24*7 on a rotational basis handling major incidents and other ITSM functions
Sends out Major incident notifications to TTC staff and management when necessary.
Transitions major or recurring incidents into the problem management process.
Partners with the Change Management team to conduct post maintenance window reviews to identify areas of improvement.
Act as the central communication point for all major incidents.
Manages Major Incident notifications and provides clear and accurate communication to stakeholders.

Key Job Functions continued

Understands the ITS Business Relationship Organizational Model to discover how to form a true partnership between the service provider and TTC business units.
Develops analytics strategies and frameworks to monitor and analyse service performance and IT and business KPIs related to service usage, user engagement and value generation.
Facilitates regular meetings, presents data, provides feedback and makes recommendations, where appropriate.
Researches, reviews, analyses the effectiveness and efficiency of existing reporting techniques and processes.
Measures and communicates business value realized (through reports and dashboards) with the business partner on a periodic basis.
Creates data dashboards, reports, and visualizations to highlight trends.
Continuously improves reporting implementation and adapts to changing technologies.
Sets up reporting and automates dashboards to monitor KPIs and perform trend analysis.
Audits data on a regular basis to ensure data integrity and quality, and to identify potential data anomalies.
Demonstrates an in-depth knowledge of most of the following ITSM modules: Incident, Problem, Change, Service Request, Hardware Asset Management; Configuration Management Database (CMDB); Software Asset Management (SAM) and Knowledge Management.
Resolves complex technical issues and demonstrates innovative thinking.
Participates actively on major incidents through their lifecycle in order to meet expected SLAs up to resolution
Creates workflows and automation using integration tools including SAP, SCCM, ITSM platform and SolarWinds.
Provides on-call support 24/7 & 365 with rotating shift.
Substitutes for the Manager Business Relationship and Service Management during periods of absence or as required.
Supports various other roles within the IT Customer Service section as required by the Manager Business Relationship and Service Management.
Drives the continuous improvements of implementation methodology and service offerings based on client experiences.
Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Helps to build an inclusive and accessible work and service environment for all employees and customers. Ensures the needs of employees and customers are accommodated in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.
Performs related duties as assigned.

Skills

Use office technology, software and applications

Understand and apply administrative policies, processes, and procedures

Communicate in a variety of mediums

Manage human resources

Education and Experience

Completion of a University degree in computer science with a focus on analytics and direct experience in IT Service Management process support or operational activities or reporting analytics or reporting in Excel, ITSM platform such as CA R17/ServiceNow, Tableau and Power-BI or a combination of education and experience.
Requires ITIL Foundation V3/V4 (a must) and ITSM Platform Certified System Administrator (a must) and directly related experience working in an IT Customer Service environment.
Relevant reporting certifications such as Certified MS Excel professional, Tableau Desktop specialist, etc.
Considerable experience working in an ITSM support operations role, creating reports & dashboards and supporting ITSM platform.

Additional Requirements

Experience defining, implementing and reporting on relevant IT Metrics & KPI’s.
Experience integrating ITSM tool with external systems such as Office365, Azure, SCCM, and Adobe.
Sophisticated Excel reporting, programming and data management skills including links to external data sources
Aid in the design of reports and dashboards, identify trends and work with various ITS teams to mitigate issues.
Must possess strong analytical and problem solving skills.
Strong Data management, Data Warehousing, SQL, Oracle and Business Analysis skills.
Understand and integrate business strategies and trends in technology to deliver value.
Good working knowledge of ITSM platform such as CA R17, ServiceNow etc. capabilities, features and functionality.
Ability to communicate both verbally and in writing effectively and to develop and implement new standards and system requirements.
Ability to understand and implement complex end-user requirements
Sound judgement, good organizational skills, strong interpersonal skills and the ability to coordinate the activities of the various sections.
Ability to handle problems/changes in a professional and tactful manner and propose solutions.
Strong presentation, facilitation and dashboard creation skills.
A team player who is dedicated, positive and reliable.
Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
Excellent written communication skills using a variety of writing and publishing tools and output formats
Ability to work well in a collaborative team environment consisting of peers, members of other IT Services Department sections as well as upper levels of management.
Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at
(416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

Note: All TTC Employees are required to be fully vaccinated as a precondition of employment in accordance with TTC’s Mandatory Vaccination Policy

We thank all applicants for their interest but advise only those selected for an interview will be contacted.