ITSM Service Manager Specialist


At Best Buy Canada, we believe empowered people and teams make smarter, faster, and more creative decisions. Our Technology department is an Agile environment, where the distance between any one person and senior leadership is microscopic. Here, you'll work on something big, small, or super cool and before you can blink 100,000 people will see it. You'll create fast, learn fast, and develop fast. Oh, and sometimes you'll fail fast too. That's ok. (Honestly.) It's all part of the process.

Do you love technology and know how to use it? Do you thrive on the daily challenges of working in a constantly evolving field? For members of Best Buy\'s Information Technology Team, the answer is "Yes." More than techies, our IT team members bring planning, strategy and even communication skills to bear in helping the company grow.

Reporting to the Technology Manager, the ITSM Service Manager Specialist will collaborate with the Service Management team and together lead the continuous improvement of our current IT Service Management process by working closely with the Service Managers Community of Practice including promoting fast integration and continuous delivery. Ability to work in a 24/7 environment requiring off hours availability when needed and will be required an interaction with multiple External Vendors, Offshore Partners, Operations-US and Technology Team-Canada.

As an ITSM Service Manager Specialist you will...

    • Lead the implementation of ITSM best practices within the organization and continuous process improvement • Develop and Improve ITSM related best practices and process adherence and compliance within the Technology Team in Canada • Facilitate and lead the ITSM training sessions to educate new hires as well as refresh the knowledge of existing Users.
    Lead and coordinate resolution of major incidents (Severity 1 & 2) including managing minor incidents for resolutions • Facilitate coordination across Technology Team in Canada and Operations Group in US during Incident management events - ensure appropriate documentation and process adherence including standard notification schedules • Manage end-user communications to various business stakeholder group and providing clear executive communications and service recovery progress. • Facilitate Post Incident Review (PIR) and coordinating actions as necessary to assist with analysis and resolution actions for problems and known error with Technology Team in Canada, Operations Group in US, offshore partners in India/Philippines and external vendors. • Manage changes through the IT Change Management lifecycle. Assure that 1) all policy, process, and procedures are followed, and 2) all changes are accurately recorded, scheduled and controlled. • Facilitation of the CAB; managing the agenda and documentation of the decisions, recommendations, and action items resulting out of the CAB meeting. • Follow up on failed changes via facilitation of Post Change Review (PCR) meetings to determine root cause of issue and ensure corrective action. • Promptly handle all External and Internal Audit requests related to SOX and PCI within the scope of Change Management
    Support reviews of Incident and Problem Tickets (Issues, Production Bug, Code Defects) for trends and recurrence of the issues by partnering with Product Owner and Product families to reduce the incident frequency, leading root-cause analysis with Product Families to avoid service outage interruptions. • Lead and establish the best practice for the Knowledge Management including centralized location for knowledge, managing knowledge artifacts and sharing to different departments of organizations.

We hope you are passionate about...
    • Innovation - as a tech company we are constantly changing and evolving; an openness and willingness to embrace change is critical. • Logic and critical thinking - we're largely a data driven company so consideration of all angles and viewpoints is vital. • Having fun while being the best - we work hard but play harder.

The experience we need...
    • 3+ years of working with ITIL-based IT Services Management functions • Experience with the DevOps model and Agile methodologies • Strong verbal, written and presentation communication skills • Experience with Confluence, JIRA and ServiceNow • Experience with Application Development Lifecycle and/or IT Management or Project Management

We believe we have the unique opportunity to help customers enrich their lives and pursue their passions with the help of technology.