ITSM Specialist

The ITSM Specialist is a process specialist within the ITSM Team, supporting IT services delivered across the organization. This role will define and enable the required business processes needed for the business to be successful.The ITSM Specialist must have excellent communication skills, both verbal and written, as well as understanding of ITSM, with a focus and expertise in one or more of the following disciplines: Incident Management, Problem Management, Change Management; Knowledge Management, Event Management. 

What will you be doing in this role?

Responsible for the improvement and Governance of ITSM Processes  

• Define ITSM standards 
• Establishing and communicating the process mission, goals and objectives to stakeholders 
• Resolving any escalation or cross-functional issues 
• Ensuring consistent execution of processes across the enterprise 
• Reporting on the effectiveness of the process 
• Initiating any process improvement initiatives 

Maintain Expertise and Currency 

• Identify and recommend training opportunities for the ITSM team members to be able to maintain a high level of skills in areas that are relevant.  
• Work to ensure the team has sufficient skills and cross training to support the technical environment efficiently and reliably.  
• Proactively engage with 3rd parties (vendors and solution providers) to bring forward to the company solutions that potentially have value. 

Process Improvements & Reporting 

• Ensure all appropriate stakeholders are engaged. 
• Ensure ITSM processes are aligned and work well in Gore and meet or exceed industry standards 
• Identify and build reporting to track effectiveness and manage ITSM processes, including KPI’s & KRI’s 
• Available for afterhours support when required 

Effectively Communicate and Report on Initiatives 

• Retrieve data to perform weekly analysis and conduct weekly reports to be communicated and presented to all appropriate stakeholders 

What will you need to succeed in this role?

• Community College degree in Information Technology or relevant education.ITSM Certification an asset.  
• 3 years’ experience in any one or combination of below skills: 
• Change management  
• Problem Management 
• Incident Management 
• Process Governance (developed, written and implemented process) 
• People Leadership/Facilitation (ability to manage a crisis meeting with many parties and demands) 
• Experience with ITSM tools (ServiceNow etc) 
• Strong Reporting experience 
• Good at Time Management, Conflict management and self-motivated 
• Ability to Prioritize multiple workstreams (strong multitasking) 

#LI-Hybrid

The expected base salary range for this position is $79,500 - $129,500. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.