EHS Specialist advancing workplace safety analytics, injury claims, audits, and compliance at LifeLabs, a Canadian healthcare organization. Improving employee well - being through data - driven safety programs.
LS
IT Service Management Practice Lead
Posted 2 weeks ago
About the role
- ITSM Practice Lead advancing ServiceNow governance, configuration, asset management, and service performance. Improving technology services supporting LifeLabs’ healthcare delivery across Canada.
Responsibilities
- Assist with strategic direction, governance, configuration oversight, transition of IT services, measuring, reporting, and operational support for the ITSM organization
- Develop and implement configuration management plans, processes, procedures, and best practices within the ITSM tool
- Identify, record, document, audit, and manage configuration items across hardware, software, networks, databases, and applications
- Create business and technical services and application service maps using the CSDM framework
- Collaborate on change, release, incident, and problem management
- Manage software versions, releases, configuration baselines, compliance, security, automation, reporting, and metrics
- Implement hardware asset management solutions and manage asset lifecycle from purchase through disposal
- Coordinate barcode labelling, asset audits, technology refresh projects, and asset reporting
- Collaborate with CMDB, Security, and Data Governance teams to maintain CI and asset relationships for SACM
- Coach ITIL practices, support practice maturity initiatives, provide backup coverage, and participate in IT coaching and education sessions
- Lead and maintain a production-visible service catalog and establish SLAs and service criticality
- Develop service onboarding artifacts and performance reports
- Define, measure, review, and continually improve IT service levels and customer satisfaction
- Provide updates to the ITSM Senior Manager on risks, threats, and opportunities
Requirements
- Bachelor’s degree in engineering, Computer Science, or equivalent experience
- 5 years working experience in an ITSM organization with hands on experience/exposure in SACM and SLM
- ITIL v3 or v4 foundation certification
- CIS-HAM/SAM, CIS-Discovery and CSA certifications (preferred)
- ServiceNow experience with exposure to database structures, dashboards, and discovery
- 2-3 years working with an ITSM tool in an administration capacity
- 10 years in Information Technology
- Ability to accurately assess technology risks, issues, and solutions
- Ability to lead and coordinate various technical SMEs with minimal supervision while driving and delivering high-quality service
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