Service Delivery Specialist
Job Description & How to Apply Below
Req : 46728
Faculty/Division: Ofc of the Chief Information Officer
Department: Enterprise Infrastructure Solutions
Campus:
St. George (Downtown Toronto)
Position Number:
Existing Vacancy: Yes
Description:
About us:
The Enterprise Infrastructure Solutions (EIS) group, part of the Information Technology Services (ITS) division, is responsible for campus core network, campus wireless, wide area network connectivity and internet connectivity for the University, including connectivity to research and education networks.
EIS is also responsible for services related to cloud architecture and implementation, AI platforms, Windows and Linux server management services, database and application integration and support, departmental network management, server and storage infrastructure, enterprise backup service, 24/7 operation of central administrative data centres and telecommunications services.
If you’re motivated and passionate about learning technologies and dedicated to improving experiences for today’s student, consider a career with us.
Your opportunity:
The Chief Information Officer (CIO) portfolio, operating as Information Technology Services (ITS), is home to over 200 IT professionals who provide University-wide IT services and systems to enable University of Toronto (U of T) to maintain its status as Canada’s leading institution of learning, discovery and knowledge creation. From direct support to enterprise-grade academic and administrative applications (student, financial, HR and research) to online learning, information security, collaboration tools and network infrastructure, our work enables U of T’s steadfast commitment to being an internationally significant research university with excellent undergraduate, graduate and professional programs.
ITS provides leadership and undertakes strategic and tactical initiatives to secure the greatest value from the University’s investment in IT. By strategically focusing on our people and working in collaboration with academic administrators, process owners and distributed IT service providers, ITS identifies technology opportunities and inefficiencies, and implements services and technology solutions to reduce complexity and improve aggregate IT experience of students, faculty and staff.
We are excited about the future as we focus our efforts, with broad input from our U of T community, on the development and execution of the IT@UofT strategic plan. We live our core values which shape our culture and guide our efforts – they include: service and operational excellence, creativity and critical thinking, culture of learning, shared leadership and teamwork.
Responsibilities
Evaluating new technologies or new and modified businesses processes to determine enhancement requirements
Developing and revising business methods that support administrative workflow and objectives
Developing and maintaining quality control procedures
Analyzing and documenting business requirements
Liaising with IT departments and clients regarding translation of business requirements into technical specifications
Liaising with technical specialists to resolve end-user issues
Preparing cost estimates for clients
Qualifications
Bachelor’s Degree in STEM, Business or a related field, or acceptable combination of equivalent experience.
Minimum five (5) years of recent and related technical experience in IT requirements analysis in a diverse, multi-client and complex operational environment.
Excellent experience in regular reporting to customers and internal stakeholders.
Experience consulting with clients and acting as a liaison to technical staff through change management within a large, highly complex, and technical organization.
Use of Service and Application Lifecycle management applications.
Excellent experience working with ticketing systems such as Service Now.
Experience with billing processes and customer invoicing.
Experience with IT service delivery quality control such as monitoring, analyzing metrics, conducting customer surveys on a regular basis.
Experience with AGILE and being a scrum master.
Excellent analytical and project management skills; including the ability…
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