Senior ITSM/ITAM Specialist using Provance and ITIL frameworks in the municipal IT organization

Location: Hamilton, ON

Duration: 6 month contract with possibility of extension.

Hybrid Work Model:

Alternate weekly between:

• 2 days in office (Tue & Wed)
• 3 days in office (Tue, Wed & Thu)

35 hours/week

Must Haves

• Hands-on experience with Provance for ITSM and ITAM management
• Expertise in ITIL frameworks and ITSM/ITAM process design
• Proven ability to lead change management initiatives across IT operations using process-driven methodologies
• Strong background in IT asset management and lifecycle governance
• Post-secondary education in computer science, information systems, or related field

Nice to Have

• Knowledge of ISO/IEC 19770 ITAM standards
• Experience with municipal IT environments
• Skill in documentation, training, and process adoption
• Familiarity with IT governance and compliance audits

Responsibilities

• Develop and document ITSM and ITAM strategies aligned with organizational goals
• Map, design, and establish ITSM lifecycle processes including incident, change, and problem management
• Implement Provance ITSM solution including requirements gathering and configuration
• Create process documentation, training materials, and policies for IT teams
• Coordinate gap analysis and IT organizational design assessments
• Lead stakeholder engagement to ensure process alignment and adoption
• Report directly to the Director of IT on progress and operational outcomes