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Bilingual Client Delivery Associate (Anywhere in Canada)

Job Requisition ID: 8251  

Language Designation: Bilingual 

Language Skill Levels (Read/Write/Speak): BBB 

Starting Base Salary: 66642.22 

Position Status: Permanent Full Time 

Travel Requirement: Limited 

Office Location: Montreal (QC); Calgary (AB); Halifax (NS); Ottawa (ON); Toronto (ON); Vancouver (BC)

 

Help make a difference for Canadians. CMHC’s aspiration is that by 2030, everyone in Canada has a home that they can afford and that meets their needs. All of our programs and activities support this singular goal.
 

Join the CFO and Corporate Services, where our partners view CMHC as the catalyst for solving housing affordability challenges. Bring your IT service management expertise and your continuous service improvement skills to this Senior Analyst position with the Information & Technology (IT) Sector. The Senior Analyst will be responsible for aspects of Service Management including reporting, service level monitoring, driving continuous service improvement plans, service introduction, client satisfaction and service catalogue management.

 

Responsibilities: 

 

• Planning and conducting IT service and process reviews.
• Participating in stakeholder meetings, representing performance results and gathering feedback to support service reviews and improvement initiatives to support service delivery.
• Developing, implementing, maintaining and operating repeatable processes to support service level monitoring and continuous improvement plans.
• Developing, implementing and monitoring performance reporting in service level agreements.
• Supporting aspects of the partner management governance framework with a focus on issues management and performance reporting.
• Overseeing the development, implementation and lifecycle management of service models designed and maintained by 3rd party technology service providers.
• Measuring performance impacts resulting from the implementation of agreed action plans.
• Supporting a Continuous IT Service Improvement program by implementing best practices-based processes and monitoring methodologies.
• Evaluating the performance of IT operational service management processes and general controls.  
• Escalating issues and trends that contribute to degradation of service and defining remediation plans.    
• Managing the IT service catalogue by ensuring user facing service offerings are clearly described and aligned to established business processes.
• Overseeing service introduction activities fulfilled by 3rd party providers. 
• Coordinating audit activities ensuring complete and accurate information is delivered by established deadlines.
• Evaluating client satisfaction in the delivery of IT services in order to develop priority based continuous improvement plans.

 

Minimum Qualifications:


• University degree in Computer Science or in a related field with a minimum of three (3) years relevant experience and increasing responsibilities within Information Technology OR an equivalent combination of education and experience.                
• Completion of an IT Infrastructure Library (ITIL) Intermediate Certification in Service Strategy and/or Continuous Service Improvement.
• Demonstrated experience with various commercially available computer software and productivity suites (i.e. Lotus Notes, MS Office, IT Service Management systems) including advanced use of MS Excel.
• In-depth knowledge of IT/Information Management industry trends, directions, governance and regulations 
• In-depth knowledge of computing environments and the interrelationships of products.
• Excellent verbal and written communication skills, including the ability to convey complex technical information to management, business units, colleagues or partners.    
• Strong ability to build and maintain relationships with internal and external stakeholders.
• Demonstrated analytical, critical thinking and problem solving skills.
• Demonstrated ability to organize and prioritize workload and to work under pressure in which priorities or technologies are changing rapidly.

• Bilingualism (English and French).

 

Preferred Qualifications:

 

• Completion of an ITIL Expert Certificate.

 

Posting closing date: Note, the competition may remain active until filled.

IMPORTANT NOTICE – COVID-19 MEASURES

 

On June 14, 2022, the Government of Canada announced that as of June 20, 2022, it will suspend vaccination requirements for federal government employees.  This decision followed a review of the current public health situation, including the evolution of the virus and vaccination rates in Canada. As a result, and consistent with the Government of Canada decision, CMHC has suspended its Vaccination Policy, effective June 20, 2022.  

 

As a result, at this time, CMHC does not require employees to be fully vaccinated as a condition of employment.  CMHC will continue to monitor the public health situation and may at any time make adjustments and adopt or reintroduce measures, including mandatory vaccination, attestation and verification requirements. Any such vaccination measures, as updated from time to time, shall form a term and condition of your employment at CMHC.

 

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our aspiration.

 

We are committed to employment equity and actively encourage applications from women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions. We also welcome applications from non-Canadians who are eligible to work in Canada.

 

We sincerely thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted. If selected for an interview or testing, please advise us if you require an accommodation.