SMO Specialist - TIS Business Engagement
@ Enbridge

Calgary, AB
CA$120,000
On Site
Full Time
Posted 1 day ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXX****** @enbridge.com
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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.

📝 Interview Preparation Advice

Technical Preparation

Review ServiceNow functionalities.
Study ITIL best practices.
Practice KPI development scenarios.
Analyze process automation case studies.

Behavioral Questions

Describe a leadership challenge handled.
Explain teamwork in process improvement.
Detail conflict resolution in IT support.
Discuss managing escalated customer issues.

Frequently Asked Questions