Posting End Date: November 17, 2024 Employee Type: Regular-Full time Union/Non: This is a non-union position This role is pivotal in enhancing end user experiences through meticulous management of Service Desk operations and IT Service Management (ITSM) processes, including Incident, Problem, and Service Request Management. The focus is on ensuring efficient and effective IT support operations while continuously driving improvements in the overall end user experience. Enbridge is progressive, offering flexibility, opportunities for growth, work-life balance, competitive benefits, a pension plan, and generous time off. Apply today; we'd love to hear from you! What You Will Do:
- Lead all aspects of the daily operations of the service desk, overseeing ITSM processes such as Incident, Change, Problem, Knowledge, and Service Request Management. Drive transformation initiatives to optimize service delivery in alignment with industry best practices, while focusing on overall SMO reporting to ensure process alignment and maturity.
- Lead, mentor, and develop the offshore service desk team, fostering a collaborative and high-performance culture despite geographical distances. Implement ITIL (Information Technology Infrastructure Library) principles in team management to align service desk practices with leading industry standards.
- Monitor team performance, set objectives, and conduct regular performance reviews, utilizing virtual management tools and techniques. Develop and maintain service desk metrics and KPIs to track performance and identify areas for improvement.
- Serve as an escalation point for complex or high-impact issues, ensuring timely resolution and effective communication with partners.
- Lead digital transformation initiatives to modernize service desk operations, including the implementation of AI-driven chatbots, automated workflows, and self-service portals.
- Spearhead the transformation of My Service (ServiceNow) to enhance user experience, automate processes, and standardize operations, thereby improving overall service efficiency and effectiveness. Who You Are:
- You possess a related university degree in Information Technology OR a two-year technical diploma. A combination of education and experience may be considered.
- Seven or more years of directly related experience in IT service management and IT operations.
- Proficient in ITIL or equivalent frameworks and have a solid understanding of ServiceNow.
- Expertise in managing IT service management projects and teams.
- Comfortable with leading the transformation of My Service (ServiceNow) for better user experience, automation, and standardization. Physical requirements: Include but are not limited to: Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement. Mental requirements: Include but are not limited to: Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, prioritize thoughts and ideas into understandable terminology, coordinate and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone. Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action 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/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting ...@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