Senior Advisor, IT Problem Management, Client Solutions, Communications and Pricing

As Senior Advisor, IT Problem Management, Client Solutions, Communications and Pricing, you help structure, oversee and manage problems to identify and correct the cause of incidents. You lead and act as an expert in workshops with different stakeholders. The nature of the projects requires extensive knowledge of IT, problem management, ITIL processes and continuous improvement. You will also be responsible for providing clear and effective executive summaries and reports to the IT community. You're an ambassador for the problem management process. You help maintain and comply with processes and the problem manager role, in collaboration with the IT process governance squads. More specifically, you will be required to:

• Serve as resource person for the department for ServiceNow

• Coordinate problem management files by bringing together a multidisciplinary team from a variety of departments.

• Act quickly and identify what to do in unexpected situations, prioritizing actions based on their level of urgency and importance.

• Assess levels of risk in implementing action plans and solutions, taking into account the organization's vision.

• Diagnose issues, challenges, needs and problems to solve with work teams.

• Handle and direct investigations to solve problems definitively.

• Draft executive summaries by designing and structuring key ideas within short timelines.

• Notify regulatory entities of any potentially non-compliant situations.

• Support management in developing the strategy to update the role through Desjardins Technology Group.

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor's degree in a related field

• A minimum of six years of relevant experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Experience in incident management, coordinating activities involving many stakeholders, producing executive reports and communications, and producing recommendations and action plans to help our processes evolve

• ITIL v3 or v4 certification

• Knowledge of French is required

• Intermediate advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients

• Knowledge of ITSM tools (ServiceNow, Service Manager)

• Knowledge of Agile and DevOps development frameworks 

• Knowledge of application delivery methods 

Interpersonal Savvy, Strategic mindset

#LI-Hybrid

Trade Union

Non-unionized

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Job Family

Information technology (FG)

Unposting Date

2024-12-2