Now Hiring: IT System Management (ITSM) Specialist

Reporting to the Manager, Information Technology, the ITSM Specialist coordinates, delivers and implements IT services and procedures to meet the needs of the Town. This position also involves designing and improving IT services that the Town offers to its end users primarily through the use of available technologies. ITSM best practices are closely linked to cybersecurity and the delivery of services.

Responsibilities

• Creates frameworks and identifies opportunities for refinement of IT Policies. Creates, implements, and reviews IT procedures and policies;
• Oversees the efficient and effective service delivery of end-user’s requests through IT Service Desk application. Provides "tier 2" support for end-user service requests;
• Provides coverage of overall IT Service Desk application, as required;
• Creates, implements, reviews and procures replacement plans for personal devices (i.e. laptops, desktops, mobile phones, printers/MFPs, etc). Deploys, troubleshoots, updates, and supports the same;
• Adheres to IT Cyber Policies and Procedures. Works with team to ensure efficient service delivery through Cyber Procedures;
• Provides feedback to IT Manager on budget spending and efficiencies;
• Assists in managing projects for IT Department implementation. Ensures IT policies and procedures are being followed and updated, as required;
• Maintains IT inventory sheets and update assets in corporate software;
• Ensures communication between departments regarding effective use of company software. Finds efficiencies and makes recommendations for software inventory. Develops business cases for IT-related software;
• Develops, designs and provides software training to end-users in both 1:1 and group settings. Creates strategies regarding effective technology training;
• Works with the Network & Security Specialist to provide advice on defining access rights and technical security controls;
• Provides coverage for attending Council Meetings to provide technical support as required. Attends Council meetings as an IT staff representative as required. Assists IT Manager in information gathering for and creation of Council reports;
• Monitors and tests organizational data backups. Provides feedback for Disaster Recovery and Business Continuity Plans;
• Develops strategies regarding documentation related to tasks, software, and environment;
• Demonstrates excellent knowledge of Information Technology Infrastructure Library (ITIL) processes and frameworks;
• Procures authorized and within budget items following department and organizational policies. Assists in development of IT related tenders and other procurement activities;
• Ensures proper use of current software and technologies to create maximum efficiencies;
• Identifies efficiencies and makes recommendations to improve processes; and
• Performs other duties, as assigned.

Qualifications

• Minimum four (4)-year University Degree in Computer Science, or a related discipline;
• Information Technology Infrastructure Library (ITIL) Foundations Certification;
• Project Management certification, preferred;
• Valid Class G driver’s license;
• Knowledge of municipal business practices/processes and their interactions across multiple departments;
• Expert working knowledge of Windows 11 and Microsoft Office suites;
• Knowledge of current best practices following the Information Technology Infrastructure Library (ITIL) Foundations framework;
• Working knowledge of the following software applications; Vadim, Laserfiche, Microsoft Cloud, Linux OS, Virtualization, considered as assets
• Must understand the municipal structure and the role of the departments within the municipality;
• Knowledge of and ability to write and review technical Requests for Proposals (RFP’s);
• Ability to research best practices and business processes in a municipal setting;
• Proficiency in Microsoft Office Suite;
• Proven project management skills which include the ability to manage technology projects from start to finish and with strict attention to detail. Formal project management training, considered a strong asset;
• Strong interpersonal, organizational and analytical skills; and
• Excellent verbal and written communication skills.

Work Experience

• Minimum of five (5) years in progressively responsible IT positions, in a municipal, public sector or governmental setting;.

Employment Level: Full-time

Work Conditions

Work is conducted in an office environment. The regular workweek is Monday to Friday, 37.5 hours a week. Attendance at evening meetings and weekends may be required. Occasional lifting up to 10kg is required.

The 2025 Salary range for this position is $79,595 to $99,494.

Eligibility Statement: We appreciate all applications and expressions of interest however, only those selected for an interview will be acknowledged. Personal information is collected pursuant to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), 2001 S.O. 2001 and will be used solely for the purpose of candidate selection.

Equity Statement: The Corporation of the Town of Amherstburg is an equal opportunity employer and is committed to providing an equitable, inclusive and barrier free recruitment and selection process and in accordance with the Ontario Human Rights Code and Accessibility for Ontarian's with Disabilities Act (AODA), 2005 will accommodate the needs of applicants. Applicants invited to participate in the recruitment and selection process are asked to inform Human Resources staff of the nature of any accommodations and we will work with you to address your needs.