ITSM Service Manager II

Are you passionate about organization, have great communication skills, and love working in collaboration with different teams?

We have an exciting opportunity for ITSM Service Manager II, where you can apply your knowledge of ITIL practices and use your skills in an Agile and DevOps workplace!

In this position you will spend a significant amount of time interfacing with different practice owners in Canada and in the US and provide support to both business and technology teams.

We practice a remote first working model, leveraging in-person interactions at our head office, in beautiful Vancouver, BC, for strategic, collaborative, and social purposes.

Apply now and grow your career with our ITSM team!

What you’ll do:

• Incident, Problem, Change, Release, Knowledge Management activities
• Coordination of Major Incident bridges, prioritization, communication, documentation, and process adherence
• Review Changes and Releases, assuring that the process is followed, and all changes are accurately recorded, scheduled, and controlled
• Facilitate Post Incident Review (PIR) and coordinating actions as necessary to assist with analysis and resolution actions for problems and known error with Technology Teams in Canada, Operations Group in US, offshore partners, and external vendors
• Update knowledge artifacts, improving KBAs, SOPs, and relevant documentation

What we’re looking for:

• Strong knowledge of ITIL – Certifications are a plus
• Understanding of Agile and DevOps practices is a plus
• 5+ years’ experience in ITSM team, preferably in a Retail/eCommerce/Technology environment – as well as experience in Incident and Major Incident Management
• Ability to work in a 24/7 environment requiring off-hours availability when needed, including carrying a company phone and being on-call roster

Why you’ll love it here:

• Remote-first work environment
• Employee discounts on awesome tech from day one
• Flexible health benefits and wellness program
• TFSA and RRSP programs
• 100% matched company pension plan
• Training programs to build new and transferable skills.
• Internal Professional Coaching Program to further development

About Best Buy

As Canada’s destination for the coolest tech, Best Buy offers one of the best work environments in the country! Our culture is one of inclusivity and belonging and provides employees an environment where they can bring their whole selves to work.

We believe in a fair and inclusive hiring process.

Join our amazing team!

We are looking for people just like you.

Annualized base pay range

$75,000.00 – $78,000.00

This role is overtime eligible.

Starting pay offered will consider skills and experience. Your pay can grow as you build your career with us.

Suite 102 – 425 West 6th Avenue, Vancouver, BC V5Y 1L3