ITSM Specialist
Greater Toronto Area /
Digital – Cloud /
Full-Time
/ Hybrid
TRADER Corporation is a trusted Canadian leader in online media, dealer and lender services. The company is comprised of AutoTrader.ca, AutoSync and Dealertrack Canada. AutoTrader.ca (AutoHebdo.net in Quebec) offers the largest inventory of new cars and used cars in Canada, receiving over 25 million monthly visits to its marketplace. With over 3,500 subscribers and counting, AutoSync is the largest and fastest growing dealer and OEM software provider in Canada. The platform's suite of connected automotive software solutions brings advertising, conversion and operational support together, synchronizing the entire retail process. AutoSync's diverse range of offerings includes: vAuto, EasyDeal, xtime, Motoinsight, Activix, TAdvantage and TRFFK. Dealertrack is Canada’s largest automotive financing portal, enhancing efficiency and profitability for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Over 6.5 million credit applications are submitted via the Dealertrack Canada portal each year. Visit tradercorporation.com to learn more..
This role will be cross-functional and responsible for managing daily ITSM activities including Change, Release, Incident, and Problem Management.
Operate within a team environment and apply ITIL Foundational knowledge using cloud-based tools to perform Change, Release, Incident, and Problem management within the Trader’s business objectives.
You possess proven expertise in managing large, complex software releases from conception to Production, ensuring strict adherence to core Agile practices. You easily assume responsibility for any issues that come up and work quickly to put the initiative back on track.
Provide a single point of contact for one or more IT Service Management processes. This includes Incident, Change, Release, and Problem utilizing the ITIL framework to ensure all incidents and problems are correctly managed from detection to resolution. Overlaying business context to ensure the appropriate prioritization and escalation of issues.
Will act as Incident Coordinator with day-to-day responsibility for investigating and coordinating resolution actions for varying levels of severity.
Serve as a liaison between the business area and the IT organization to provide technical solutions required for the achievement of business goals.
Excellent communication and skills, with an ability to effectively communicate with all levels of the business from senior executives to the most junior engineering team members.
Your role resides within a team structure that is responsible for governance across the business, thus all team member's activities are also held to the same governance and audit on all activities.
What you'll do:
Change Management:
- Review changes and ensure all records meet the acceptance criteria while maintaining the process standards.
- High attention to detail of cross-impacting changes and coordinate the implementation plans to eliminate any risks or customer impact.
- Overall knowledge of weekly changes and readiness to represent changes at any given time.
- Attention to change trends and metrics to define weak points for future improvements.
- Evaluate and maintain release & change management processes & quality gates.
Review and ensure completeness of release artifacts and change readiness criteria.
Incident Management:
- Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring client satisfaction.
- You will be responsible for driving the recovery of critical incidents, managing business and IT stakeholder communication, will work with Subject Matter Experts to identify ongoing risks and devise a plan to mitigate those risks.
- While this is not a shift-based role, you are required to participate in the on-call schedule where you are expected to be available 24x7 to handle any major outages during your designated on-call week. This is a shared rotation with colleagues.
- Ensure incidents are correctly triaged, prioritized, and remediated.
- Conduct post-incident reviews and drive the teams to identify root causes, lessons learned, and a plan to prevent a recurrence of similar incidents.
Problem Management:
- Follow reasonable identification, categorization, prioritization, and escalation for all - Problems, their investigation, and diagnosis, and ensure the root cause is fixed.
- Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management.
- Facilitate release planning and go-no-go sessions with Stakeholders
- Manage and identify risks that may affect release scope, release duration, and environments
- Plan and communicate the release schedule to Stakeholders
- Publish regular release status to Stakeholders
- Maintain a strict risk-averse approach to any or all activities that may our customers and or our business.
- Monitor and control all release activities
- Maintain and publish release calendar
- Manage and execute emergency release activities
What you'll need:
- University Degree in Computer Science, Information Technology, or equivalent fields (P)
- 5+ years of hands-on experience in a Release and change Management role in an agile environment, or equivalent (R)
- Working experience in JIRA Service Management or ServiceNow (R)
- ITIL Foundations certified (ITIL V3, 2011 or V4) (R)
- Proven experience working with Engineering and infrastructure teams in an Agile/Kanban environment (R)
- Understanding of core DevOps processes (P)
- Strong hands-on technical skills (R)
- Excellent communication skills
- Strong Customer-first focus
- Set priorities, pursue multiple threads at the same time, plus accurately reflect the current state and drive towards resolution.
- You are adept at working in a complex, fast-paced environment by demonstrating strategic thinking, weighing risks, and applying sound judgment to choose the right solution.
- Ability to work and adapt in high-pressure and fast-paced environments and maintain calm during stressful situations.
- Ability to work independently, or within a team environment.
What’s in it for you…
-We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.
Fitness and wellness
-We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.
Benefits from Day 1
-Gym discounts
-Local in-office free gyms
-Employee and Family Assistance program
-Weekly virtual wellness events
-In addition to in-house training, we provide an annual lifestyle allowance of $1500 so you can grow your skills.
-Conferences & training budget
-Regular internal training programs
Financial planning
-Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.
Competitive salary
-Annual bonus structure
-3% CPP matching
