SMO Specialist - TIS Business Engagement @ Enbridge
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Job Details
Overview
Enbridge is seeking an SMO Specialist - TIS Business Engagement to drive and improve end user experience through Service Desk and IT Service Management (ITSM). The role requires 7+ years of experience in technical support, enterprise applications, and infrastructure support.
Responsibilities
- Collaborate with the Managed Service Provider to improve ITSM processes.
- Drive initiatives to streamline processes aligned with business goals.
- Conduct regular assessments and implement targeted enhancements.
- Utilize ITIL Continual Service Improvement principles.
- Develop metrics and KPIs to track performance trends.
- Implement strategies to optimize service delivery and user experience.
- Identify opportunities to automate ITSM processes.
- Manage escalated ITSM issues ensuring prompt resolution.
- Create training programs and update documentation.
Qualifications
Applicants must have 7+ years of experience in IT Service Management, a related university degree or technical diploma, proficiency in ITIL or equivalent frameworks, and working knowledge of ServiceNow. Strong communication, leadership, problem-solving, and analytical skills are essential.
Working Conditions
This role is based in an office environment with a hybrid work arrangement. Enbridge supports FlexWork options, including variable daily schedules and work-from-home days. The position may require a security screening including a criminal records check.
Key Skills/Competency
- ITSM
- ServiceNow
- ITIL
- Incident Management
- Process Improvement
- Metrics
- Automation
- Team Collaboration
- Technical Support
- Training
How to Get Hired at Enbridge
🎯 Tips for Getting Hired
- Customize your resume: Highlight ITSM and ServiceNow expertise.
- Research Enbridge: Understand their culture and values.
- Prepare metrics examples: Showcase process improvement successes.
- Practice ITIL scenarios: Be ready for technical interviews.