IT Service Management Specialist
Date: Dec 11, 2024
Location: Calgary, Alberta, Canada
Company: Trans Mountain
Trans Mountain Corporation operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state.
Trans Mountain also operates a state-of-the-art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets.
As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system.
With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world-class system for oil transport, developed to Canada’s high standards within one of the most stringent regulatory regimes in the world, creating long-term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled-worker capacity building in communities and Indigenous groups.
Our Core Values
Trans Mountain’s core values – Safety, Integrity, Respect and Excellence – guide our every step. Each obstacle we’ve overcome or success we’ve experienced has been the result of a shared commitment to living these values every day. Together, we’re focused on doing the right thing for each other and our communities.
As an IT Service Management Specialist with Trans Mountain, you’ll have the opportunity to work with a progressive and fast-paced group of professionals in the Calgary office.
The IT Service Management Specialist will ensure that IS&T has consistent processes for the creation and maintenance of architecture and technology standards and that it effectively enforces controls and best practices around change, regulatory & policy compliance, and the abovementioned technology standards. The role will support IT Technical Services resources, knowledge, and standards.
This position will be a combination of working on site in our Calgary Head office and remotely.
Key Deliverable/Responsibilities
- Participates in the review, definition, and maintenance of ITSM processes and procedures for effective management and adherence.
- Guides and collaborates with employees, contractors, and consultants on processes and procedures, providing specialized advice and expert input on process artifacts, training materials, and performance gaps.
- Generates periodic and ad hoc data reports on Service Transition and Service Operation performance indicators.
- Identifies critical success factors (CSFs) and Key Performance Indicators (KPIs) for ITSM processes; analyzes, presents, and monitors key performance reports and metrics; creates and executes plans to improve performance.
- Coordinates and participates in the development and implementation of improvements to ITSM processes and supporting tools.
- Supports the coordination of ITSM activities, contributing expertise to presentations, data collection, quality reviews, communication plans, and ITSM tool governance; coordinates major incidents as needed.
- Provides expert advice and guidance on ITSM-related initiatives and projects, reviewing people adoption and tool capabilities, and developing recommendations for continuous service improvement.
- Serves as the Incident Manager during major service outages, ensuring compliance with ITSM processes and procedures, and minimizing the impact on service and quality.
Requirements
- Post-secondary education or experience in computer science, Information Technology (IT) or a related discipline.
- Minimum of 10 years’ experience in the energy sector.
- Well-developed experience with incident and problem management.
- Strong understanding of change management processes.
- Applied experience working on IT Service Management initiatives (processes, concepts and tools).
- Familiarity with and demonstrated understanding of the enterprise’s business and technical architecture.
- Strong knowledge of MS Office, PowerPoint, Project, and Visio.
- Proficiency in report generation, data collection and analysis.
- Good technical writing skills to develop technical reports, and design training materials on the ITSM scope.
- Good business and systems analysis skills, including requirements gathering, development of use cases, transitions to operations, and end user documentation and training.
- Must be a team player with a positive attitude.
- Self-motivated, capable of performing tasks with minimal supervision.
- Able to prioritize and handle multiple tasks simultaneously.
- Attention to detail is critical.
- Ability to work well under pressure and handle strict deadlines.
- Strong organizational skills.
- Excellent verbal and written English communication skills.
- Ability to work in a fast paced and dynamic environment.
- Must be a problem solver with the ability to find resolutions.
We Build Careers and Pipelines That Last
Our story is about determination, resourcefulness and resilience. It’s about charting our own course, finding innovative solutions to challenging problems and doing the right thing. It was true when Trans Mountain became a company in 1951 and it’s just as true today. We welcome new members to our team that embrace the qualities in our story, that thrive on the new path and directions we take. Our culture is one of care and taking our responsibilities seriously. If you would like to contribute to our culture, then join our journey.
A Rewarding Opportunity
We offer:
- Valuable experience providing opportunity for professional development and career advancement;
- An opportunity to engage with and learn from some of the most talented and experienced people in the business;
- Competitive compensation;
- Comprehensive benefits programs including flexible benefits, pension and savings plans
- A place to share a sense of purpose and build relationships;
- Meaningful work that makes a difference;
- An opportunity within the Canadian energy industry.
We value:
- The health, safety and wellness of everyone working in our company;
- Meaningful participation from Indigenous and local communities;
- The commitment and resilience of our people;
- Collaboration and achieving success together.
In keeping with Trans Mountain’s commitment to maximize benefits for communities, priority will be given to qualified candidates from Indigenous, local and regional communities along the Trans Mountain pipeline corridor.
In Alberta, the pipeline system spans the traditional territories of Treaty 6, 7 and 8, and the Métis Nation of Alberta (Zone 4).
In British Columbia, the system crosses the traditional territories of numerous First Nations that are affiliated with the Secwepemc, Dakelh (Carrier), Nlaka'pamux, Syilx/Okanagan, Interior and Coast Salish, Stó:lo, as well as the Métis.
Trans Mountain also operates through 15 First Nation Reserves located within the region spanning the BC interior through Fraser Valley.
Our Commitment to Inclusion, Diversity, Equity and Accessibility (IDEA)
Trans Mountain is committed to fostering inclusion, diversity, equity and accessibility. The diverse viewpoints and cultural knowledge that our employees bring to work enrich our organization’s collective cultural understanding, which is reflected in the work we do every day. We strive to create an environment that is free of barriers to promote full participation in the workplace. Trans Mountain welcomes new team members from traditionally underrepresented groups, including but not limited to women, Indigenous Peoples, members of racialized groups, persons with disabilities and members of the 2SLGBTQI+ community.