Process Analyst IT Asset and Contract Management
Term, one year with possibility of extension or of becoming regular
City, Province, Country:
Ottawa, Ontario, Canada
Number of Positions:
June 14, 2012
June 27, 2012
(annual salary): The Bank offers a competitive total compensation package with starting salaries, based on qualifications, generally ranging between $49,099 and $57,763* (job grade 13). *Where the Bank requires specialized skills, it may offer higher starting salaries to exceptional candidates.
Canada's central bank is the nation's pre-eminent macroeconomic policy institution. No other employer in the country offers you the unique opportunity to work at the very centre of Canada's economy, in an organization with significant impact on the economic and financial well-being of all Canadians. No matter what your area of expertise, you'll enjoy an open culture and a superior work environment that will challenge, energize, and motivate you to excel. (More info)
The Process Analyst IT Asset Management partners with other Process Analysts and Process Managers in the day-to-day execution and administration of process-related activities. This position functions as a hub within and between ITS and clients for Bank-wide requirements, processing asset-, configuration- and change-related requests. This position monitors, updates and progresses service requests, communicates statuses, and maintains the validity and currency of asset-, change- and configuration-related data, applying updates as required to track and reflect the state of IT environments, components and facilities. This position is the first-line support professional and the primary contact person for Bank clients, and escalates issues as required to more senior analysts or Process Managers.
work with other Process Analysts and Process Managers, as well as application, infrastructure and business areas, in developing/updating process workflows and improvements in support of business requirements and service levels act as the primary contact for internal clients and collect the required information to analyze the request, assess the impact and urgency of the request, identify appropriate assignment (which includes linking to existing incidents, problems, changes or service requests, if applicable), and either resolve or assign requests to the appropriate level monitor queues, follow up on and reconcile deficiencies in information, progress service requests, and update asset, inventory and contractual information as required determine requirements for satisfying standards and/or completing delivery of service, and initiate appropriate actions, including acquiring the necessary business, technical and/or budget approvals, obtaining additional information and processing the request provide effective resolution to customer requests in accordance with the defined priority level resolve issues with items not complying with the process identify and communicate requirements for authorization and documentation of requests for service/changes and activities having an impact on IT environments and facilities identify and communicate relationships between tickets and IT assets and configuration items maintain collaborative relationships with colleagues, internal clients and external counterparts to support operational objectives inform the customer/user of the status and resolution of existing requests determine customer satisfaction with request handling provide status updates on queues and inventories create, update, audit and modify asset and inventory documentation, reports and data repositories as required
undergraduate degree in computer science or equivalent experience experience and/or technical training in IT service management and/or ERP software products (e.g., Axios assyst, Tivoli, Remedy, SAP) and ITIL-based processes English or French essential entry-level knowledge of IT service management (ITSM) and ITIL-based concepts, principles, frameworks, practices, processes and Enterprise Service Management (ESM) tools good understanding of the IT service delivery and support processes in the areas of IT asset and contract management familiarity with reporting practices and demonstrable ability to execute day-to-day tasks and activities with attention to detail and quality of results working knowledge of client/server, web, networking and storage environments, IT service delivery and support methodologies practical experience within a Microsoft working environment (e.g., Office, Outlook, Excel)
ITIL Foundations and ITIL Practitioner certification ITIL Service Manager certification familiarity with project management principles, concepts and methodologies ability to communicate effectively in both official languages
If you are a qualified candidate, please submit a detailed resumι and a covering letter by 27 June 2012. We will also ask you to complete a mandatory questionnaire during the application process. Condition of employment: Candidate(s) must be eligible for reliability status clearance. There will be no relocation assistance provided for this recruitment action. The Bank of Canada benefits from the unique perspectives, attributes and talents of its diverse workforce. We offer flexibility to accommodate the needs of our employees and candidates. The Bank of Canada is committed to employment equity and actively encourages applications from qualified men and women, including Aboriginal peoples, persons with disabilities, and members of visible minorities. Only the candidates selected for an interview will be contacted.
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