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ITSM Assurance Analyst

Richmond, BC
Full Time
2 days ago

We're looking for an experienced ITSM Assurance Analyst (ITSM Change Management Specialist) to join our Technology Enablement and Support team. You'll define, implement, and maintain change and problem management processes to ensure that changes are implemented in a controlled, standardized manner in accordance with IT policies and procedures, while ensuring minimal impact to customers. Your role in IT problem management will include leading problem review meetings to drive out the root cause, complete trend analyses, and participate in critical incident situations.

This is a temporary role for 6 months.

How you'll make a difference: As an ITSM Change Management Specialist within our organization, you'll be using leading-edge technology to help connect British Columbians to healthy and safe workplaces - providing support for injury prevention programs, rehabilitation services, workplace insurance, and strong health and safety cultures.

Where you'll work

At WorkSafeBC, we offer a hybrid work model that combines the convenience of working remotely with the dynamism of working in one of our offices, based on the operational needs of the position.

In this role, you'll work primarily from your B.C. home and occasionally in our Richmond office.

What you'll do

As an ITSM change management specialist you will:
  • Coordinate implementation of IT systems changes of varying complexity into production, and ensure the changes don't conflict or impact each other, and qualify for production based on current standards
  • Develop and document problem and change processes with a focus on continuous improvement
  • Create and update IT change management policies
  • Manage and schedule changes that will impact the production environment
  • Identify opportunities for quality improvement and assist with the subsequent development and implementation of programs
  • Coordinate the creation of standards to ensure consistency and validity, and chair the standards advisory committee meeting
  • Forward issues to the IT Governance Committee for resolution, and ensure clients are trained to use or reference the Standards, Policy, and Guidelines processes

Is this a good fit for you?

We're looking for someone who can:
  • Communicate effectively both verbally and in writing with cross-functional teams
  • Facilitate difficult conversations with a variety of technical teams and different levels of the organization to reach a consensus
  • Manage technical system and process changes in a complex technical environment effectively
  • Think critically and innovatively to resolve problems and challenges in a complex technical environment
  • Manage multiple concurrent projects and tasks to ensure optimal service delivery
  • Build effective relationships with a cross-functional teams and backgrounds

Your experience and educational background:
  • Degree in Computer Science or STEM (Science, Technology, Engineering, Math)
  • A minimum of 6 years of experience in ITSM, ITIL and customer support services
  • Extensive background in change and problem management processes
  • Experience in IT infrastructure management best practices
  • Knowledge of statistical reporting and trend analysis
  • Knowledge of project management methodologies
  • An ITIL or ITSM certification is considered an asset

We'll consider an equivalent combination of education and experience.

Important to know

Before we can finalize any offer of employment, you must:
  • Consent to a criminal record check
  • Confirm you're legally entitled to work in Canada

WorkSafeBC's COVID-19 Employee Mandatory Vaccine Policy (the "Policy") is suspended effective January 9, 2023, however we reserve the right to re-implement it in response to changes in the public health landscape, including public health orders. We are committed to the protection, health, and safety of our employees and our Communicable Disease Prevention Program and related protocols remain in effect.

Who we are

At WorkSafeBC, we promote safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We're honoured to serve the 2.49 million workers and 263,000 registered employers in our province.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and rewarding. Our positions offer diversity and opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important, and so are the people we do it for.

Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self.

Learn more: Discover who we are .

Our benefits

As a member of our team, you'll have access to services and benefits that help you get the most out of work - and life. Along with a competitive salary, your total compensation package includes:
  • Extra 4% of your salary in lieu of benefits and 4% in lieu of vacation from the day you start.

Learn more: Find out what we offer .

Want to apply?
  • Applications are welcomed immediately, however must be received no later than 4:30 p.m. PST on the closing date.
  • Please note that we will be starting assessments prior to the closing date.
  • We encourage all qualified applicants to apply . If you require an accommodation in the assessment process, please email Recruitment Testing Accommodation (SM) when you submit your application.
Information Technology