IT Service Management Specialist

Trans Mountain Corporation operates Canada's only pipeline system transporting oil products to the West Coast.
We deliver approximately 890,000 barrels of petroleum products each day through a dual pipeline system of more than 1,150 kilometres of pipeline in Alberta, British Columbia and Washington state.

Trans Mountain also operates a state-of-the-art loading facility, Westridge Marine Terminal, with three berths providing tidewater access to global markets.

As a federal Crown corporation, Trans Mountain continues to build on more than 70 years of experience delivering operational and safety excellence through our crude oil pipeline system.

With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets, creating long-term economic benefits, enhanced marine protection, enhanced safety and emergency management capabilities, and enhanced skilled-worker capacity building in communities and Indigenous groups.

Our Core Values

Trans Mountain's core values - Safety, Integrity, Respect and Excellence - guide our every step.
Each obstacle we've overcome or success we've experienced has been the result of a shared commitment to living these values every day.

Position Overview

As an IT Service Management Specialist with Trans Mountain, you'll have the opportunity to work with a progressive and fast-paced group of professionals in the Calgary office.
This position will be a combination of working on site in our Calgary Head office and remotely.

Key Responsibilities

• Participates in the review, definition, and maintenance of ITSM processes and procedures for effective management and adherence.
• Guides and collaborates with employees, contractors, and consultants on processes and procedures, providing specialized advice and expert input on process artifacts, training materials, and performance gaps.
• Generates periodic and ad hoc data reports on Service Transition and Service Operation performance indicators.
• Identifies critical success factors (CSFs) and Key Performance Indicators (KPIs) for ITSM processes; analyzes, presents, and monitors key performance reports and metrics; creates and executes plans to improve performance.
• Coordinates and participates in the development and implementation of improvements to ITSM processes and supporting tools.
• Supports the coordination of ITSM activities, contributing expertise to presentations, data collection, quality reviews, communication plans, and ITSM tool governance; coordinates major incidents as needed.
• Provides expert advice and guidance on ITSM-related initiatives and projects, reviewing people adoption and tool capabilities, and developing recommendations for continuous service improvement.
• Serves as the Incident Manager during major service outages, ensuring compliance with ITSM processes and procedures, and minimizing the impact on service and quality.

Requirements

• Post-secondary education or experience in computer science, Information Technology (IT) or a related discipline.
• Minimum of 10 years' experience in the energy sector.
• Well-developed experience with incident and problem management.
• Strong understanding of change management processes.
• Applied experience working on IT Service Management initiatives (processes, concepts and tools).
• Familiarity with and demonstrated understanding of the enterprise's business and technical architecture.
• Strong knowledge of MS Office, PowerPoint, Project, and Visio.
• Proficiency in report generation, data collection and analysis.
• Good technical writing skills to develop technical reports, and design training materials on the ITSM scope.
• Good business and systems analysis skills, including requirements gathering, development of use cases, transitions to operations, and end user documentation and training.
• Must be a team player with a positive attitude.
• Self-motivated, capable of performing tasks with minimal supervision.
• Able to prioritize and handle multiple tasks simultaneously.
• Attention to detail is critical.
• Ability to work well under pressure and handle strict deadlines.
• Strong organizational skills.
• Excellent verbal and written English communication skills.
• Ability to work in a fast-paced and dynamic environment.
• Must be a problem solver with the ability to find resolutions.

We Offer

• Valuable experience providing opportunity for professional development and career advancement;
• An opportunity to engage with and learn from some of the most talented and experienced people in the business;
• Competitive compensation;
• Comprehensive benefits programs including flexible benefits, pension and savings plans;
• A place to share a sense of purpose and build relationships;
• Meaningful work that makes a difference;
• An opportunity within the Canadian energy industry.

Our Commitment to Inclusion, Diversity, Equity and Accessibility (IDEA)

Trans Mountain is committed to fostering inclusion, diversity, equity and accessibility.
The diverse viewpoints and cultural knowledge that our employees bring to work enrich our organization's collective cultural understanding, which is reflected in the work we do every day.

In keeping with Trans Mountain's commitment to maximize benefits for communities, priority will be given to qualified candidates from Indigenous, local and regional communities along the Trans Mountain pipeline corridor.