Specialist I, ITSM TIS Service Management Office

Posting End Date:

Employee Type:

Encourage new ideas, value input, see employees as future leaders, promote growth, seek dedicated team members.At Enbridge, we embrace new ideas and offer an environment where employees are recognized and respected for their input and opinions. We view our employees as our future leaders and strive to provide an environment that encourages self-improvement, innovation and growth so that we can promote from within. We are looking for outstanding employees who share our vision to be the best in everything we do, from safe and reliable operations to innovative solutions and complete team commitment and dedication to our values!

The Specialist I TIS Service Delivery Service Management Office is responsible for driving and improving end user experience through Service Desk and IT Service Management (ITSM). This role is essential in ensuring efficient and effective IT support operations while continuously enhancing the overall end user experience.

Apply today to this excellent opportunity on our diverse team! #joinourteam

• Collaborate with the Managed Service Provider to improve the maturity of established IT Service Management processes, including Incident Management, Problem Management, Service Request Management, Knowledge Management, and Availability Management, using ServiceNow.
• Drive initiatives to streamline processes, ensuring they are efficient, effective, and aligned with business goals.
• Conduct regular assessments to identify areas for improvement and implement targeted enhancements.
• Utilize ITIL Continual Service Improvement principles to continuously evaluate and enhance IT Service Management processes.
• Develop metrics and Key Performance Indicators to track performance and identify trends for data-driven decision-making.
• Implement strategies to optimize service delivery and user experience.
• Identify opportunities to automate IT Service Management processes to increase efficiency and reduce manual efforts.
• Work closely with the Managed Service Provider to manage and mature IT Service Management processes, ensuring alignment with organizational objectives.
• Create training programs to enhance team skills in IT Service Management processes and ServiceNow usage.
• Maintain and update documentation, including Standard Operating Procedures and knowledge base articles, ensuring comprehensive information availability.
• Manage escalated issues within IT Service Management processes, ensuring prompt resolution and stakeholder communication.

• Related university degree in Information Technology OR a two-year technical diploma.
• 7+ years of directly related experience in IT service management, IT Operations.
• A combination of education and experience may be considered.
• Proficient in ITIL or equivalent frameworks.
• Working knowledge of ServiceNow
• Experience managing IT service management projects and teams.
• Strong communication, leadership, and problem-solving skills.
• Strong customer focus and ability to work collaboratively in a team-oriented environment.
• Strong analytical and critical thinking skills.

• Office Environment
• Working at a computer daily.

Flex Work Arrangements: Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option. #LI-Hybrid

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.

• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com