Drive ITSM governance and performance at Softchoice as an Associate ITIL Specialist. Leverage ITIL knowledge and analytics to enhance governance and service delivery in a hybrid work environment.

As an Associate ITIL Specialist at Softchoice, you will focus on ITSM governance, performance analytics, and continual service improvement. Your role will involve owning KPI visibility and enhancing service management practices across Incident Management and Request Fulfillment. The position requires strong analytical skills and deep ITIL expertise, ensuring measurable service improvement initiatives.

Key Responsibilities:
• Own governance framework for Incident Management and Request Fulfillment
• Serve as ITSM authority and guide team members




• Maintain ITSM practice documentation and standards
• Lead ITSM practice review cycles and process assessments
• Define escalation criteria and SLA protocols across practices

Requirements:
• 5+ years in ITSM governance or service management
• ITIL 4 Foundation certification required
• Proven experience in governance frameworks
• Robust analytical and reporting capabilities
• Familiarity with ServiceNow for ITSM

Elevate your IT service management career at Softchoice by driving effective governance and service quality initiatives.
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📌 ITIL Specialist at Softchoice (Ontario)
🏢 Softchoice
📍 Ontario