New career opportunity: Coordinator, IT Service Management

Posted in : Careers
Posted on : December 22, 2017

The ITSM Coordinator (Information Technology Service Management) is responsible for providing technical and administrative service setup, support, and assistance to the Senior ITSM Coordinator / IT Manager and clients as well.

This position requires a candidate who has experience in an IT service management role and in quality assurance.

This position is in downtown Calgary.


  • Manage and update all electronic information, applications, printer drivers, windows operating system for CCDI.
  • Install new applications, making configuration changes to existing applications and fine tuning the production applications.
  • Monitor backup, application, network and system issues and be proactive in resolving the issues
  • Maintain good documentation on production applications, network and system, which include configurations, backup and change history information.
  • Setup users accounts, desk phones, mobile phones, workstations and notebook computers.
  • Review and resolve tickets with our IT vendors.
  • Supports Operations day-to-day with any system configuration changes.
  • Provide IT technical support and training as required, on internal processes & software applications.
  • Works with the team to understand project(s) priorities, timelines and dependencies.
  • Work with ITSM Senior Coordinator to setup clients in our custom developed tools.
  • Conduct functional and user testing based on testing scripts and manage issue log up to resolution.
  • Provide back-up support to ITSM Senior Coordinator by completing assigned duties as required to meet the needs of the organization.

Technical Skills and Education

  • Completion of College or University Degree in Computer Science, Information Technology, Business Administration or related discipline.
  • 2-5 years of experience in an IT Service Management role including some experience in building software requirements documents for the delivery of IT initiatives.
  • Experience in installing Windows Operating Systems, Microsoft Office 365.
  • Knowledge of HTML, SQL and any other programming languages.
  • Strong working knowledge of the Microsoft Office suite of products (Excel, Word, Outlook and PowerPoint).
  • Strong comfort with web-based technology.

Non-Technical Skills:

  • Must be committed to teamwork.
  • Strong client focus:
    • dedicated to meeting expectations and requirements of internal & external customers.
    • uses feedback for improvements in products and services.
  • Listening – Patient and attentive, you practice active listening and can accurately restate the opinions of others even when you disagree.
  • Written communication skills – able to write clearly and succinctly in a variety of communication settings and styles.
  • Verbal communication skills.
  • Strong problem-solving skills.
  • Strong organizational skills including meticulous attention to detail and multi-tasking skills.
  • Ability to work independently, with limited supervision – enjoys the challenge of unfamiliar tasks.
  • Demonstrated initiative and ability to manage effectively in a fast-paced multi-task environment.
  • Ability to take verbal and written direction and follow through to complete projects and tasks as assigned.
  • Ability to exercise independent judgment and discretion in handling confidential data and interacting with management, staff, clients and volunteers.

Qualifications (Optional)

The following qualifications are not required but would be an asset.

  • Working knowledge of French and/or Spanish.
  • Understanding of workplace diversity and inclusion.

Important Notes

Be sure to complete the required online application process, and provide a RESUME AND COVER LETTER IN ONE FILE. Applications without a cover letter will not be considered.

Application deadline

The application process is now closed.

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