Norquest College


    Job Location CA-AB-Edmonton
    Posted Date 4 weeks ago(9/26/2018 12:33 PM)
    Job ID
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  • Job Description




    Are you a logical, service-focused, organizer? Are you known for building relationships, and your commitment to business process improvements? Do you easily build relationships through collaboration and cooperation with coworkers and organizations and vendors? If so, consider this opportunity!


    Reporting to the Manager, IT Security, Governance & Service Management, the ITSM Process Coordinator  supports the implementation, management and continuous improvement of ITIL best practice processes.   They work with E&IT staff to implement best practices and ensure process objectives are met so that the intended benefits are realized.   They are invested in maturing the organization’s processes to enable E&IT to maximize efficiency while delivering improved and consistent services to its clients. Through the use of performance measurement techniques, the ITSM Process Coordinator will be able to quantify and demonstrate E&IT's performance as a service provider and show E&IT's value proposition to the institution.





    • Monitor and evaluate process activities.
    • Ensure standards are being adhered to and that other “best practice” process activities are integrated accordingly.
    • Collaborate with E&IT staff to perform activities related to ITIL policies, processes, and procedures, in order to optimize service support and delivery performance.
    • Provide training on various ITIL processes that are utilized within the ITSM tool.
    • Create training documentation on ITIL processes such as Change Management, Incident Management, Knowledge Management and Request Fulfillment.
    • Lead sessions explaining process objectives and how process activities are performed.
    • Develop process documentation.
    • Create process and procedure guides for each of the implemented ITIL processes.
    • Document service and system improvements.
    • Produce a variety of ITSM related reports.
    • Build reports to monitor and analyze trends associated with ITSM processes and service performance.
    • Gather information and create reports for auditors.
    • Create reports about process variances.
    • Distribute communications as required.
    • Communicate process standards to ensure understanding across the organization.
    • Draft and distribute communications in support of process activities.




    • 2 year diploma in Information Technology is preferred /Computer Science or Bachelor degree an asset.  Equivalent combinations of education and experience may be considered.
    • Certification in at least one of the following: ITIL v3 Foundation, COBIT 5 Foundation, CGEIT, CGRC, etc.
    • 3 – 5 years of experience in IT service management role is required.
    • Equivalencies may be considered.
    • The ability to prioritize assignments, handle shifting deadlines, and work independently as well as in a team environment.
    • Excellent communication skills, both written and verbal, with the ability to present complex ideas to technical and non-technical audiences.
    • Ability to create and work within a complex and changing team environment.
    • Documentation and presentation skills, analytical and critical thinking skills, and the ability to identify needs and take initiative are key requirements for the position.
    • Experience in a post-secondary institution within an IT context would be considered an asset.
    • The ability to gather and analyse data.
    • Strong skills in MS Office Suite of tools.


    SALARY: $59,380 - $77,106 per annum.  Commensurate with education and experience.  A competitive salary and benefit package starts on day one.




    CLOSING DATE: October 9, 2018


    TO APPLY: If you meet the requirements of this position and wish to apply, please continue with this online process by uploading your resume and cover letter combined as one document


    NOTE: Notification of receipt will only be made to on-line applicants.  Candidates selected for interview will be contacted within 28 days.


    NorQuest College helps students unlock their potential and realize their dreams. We are Challenge Positive and embrace every situation as an opportunity. As the Edmonton region’s community college, we play an integral role in Alberta’s education system. NorQuest College offers a vibrant, inclusive, diverse, and student-centred learning environment that transforms lives and strengthens communities. We are nationally recognized leaders in health, community studies, and business post-secondary career programs, as well as foundational, intercultural, and language training. We are proud to offer our employees meaningful work, competitive salaries, a comprehensive benefits program, and a commitment to a positive work/life balance. This is an exciting time to be a part of NorQuest College. Take a step forward with us. Together, we can help build and sustain a strong province for future generations.


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