Position Title: Senior Service Management Consultant/BA

Location: Toronto

The Company:

Burntsand is a leader in the delivery of technology consulting services for customers with complex information processing and information management requirements in three practice areas - Enterprise Content Management, Collaboration and Service Management - aligned around our strategic partners, EMC, Microsoft and BMC. The Company delivers strategic design, technology architecture and custom application development through our proven Time-to-Value methodology, which mitigates business risk and speeds process improvements and returns. Headquartered in Toronto, Burntsand operates from locations across North America. The Company's shares (TSX: BRT) are traded on the Toronto Stock Exchange. Learn more about Burntsand at www.burntsand.com

Our Service Management Practice:

BRT Service Management Solutions enable our customers to effectively manage their IT processes from a business perspective. This approach reduces operating costs, improves performance and achieves operational efficiency. This drives higher customer satisfaction and improves the organization's overall performance. BRT leverages industry leading tools such as 6 Sigma, ITIL and the BMC Suite of solutions to define, measure, and automate the business processes necessary to delivery on this objective. Burntsand is actively seeking to expand our Service Management Delivery Team as part of a strategic growth plan to position us as the leading Service Management Solutions provider in Canada.

Role Responsibilities:

As a Burntsand consultant, you will be involved in designing and delivering quality solutions to a variety of clients. Your duties will include interacting with user, business and executive groups to help define the client's needs and translating those needs into a solution of value. As a partner to our clients, we do what is necessary to help them be a success. The ability to empathize with and understand the business needs of the client is one of the single most important characteristics you bring to the job as well as a great attitude toward teamwork and superb technical ability. As a Burntsand Service Management Business Analyst you will:

Consult with clients to identify opportunities for productivity improvements through service improvement programs
Work with customers to outline and scope solutions, map out processes, and do gap analysis both technically and functionally
Investigate and recommend technical alternatives and solutions as required
Work closely with Project Managers to develop contract deliverables, statements of work, project plans, and resourcing plans for customer implementation projects
Work collaboratively with project teams to ensure all milestones are being met
Produce technical and client documentation as required
Interface with the development team on the design, build and customization of Remedy solutions, contributing to development activity as required
Provide input, oversight and coaching to project team participants

Role Requirements:

At least 5 years hands-on experience with Remedy AR System, preferably with one or more of the following ITSM applications: HelpDesk, Change Management, Asset Management, and the Atrium CMDB
Experience at applying Remedy tools to enable the automation of service and support business processes versus system administration only
Experience with client service delivery in an internal or external consulting environment
Able to work in a team based environment demonstrating versatility in assuming different roles at different stages of a project
Willing to travel and work at client sites as well as from our primary office in Toronto (travel requirement estimated at 25%)
Experience with the integration of service management tools with business applications
Bachelor's degree (BA or BS) in Computer Science or related field
Problem solving skills to help identify service improvement opportunities
Work shop facilitation skills to help collaborative groups work through challenge areas
Communication skills (written and verbal) to demonstrate solution alternatives and influence solution options selected
ITIL awareness preferably with ITIL Foundation certification or higher
Experience with Asset Discovery technologies
Integration experience with Remedy API, Web Services, and Enterprise Systems Monitoring & Management tools
Experience with implementation of Remedy ITSP (former ViaTIL Solution)
A minimum of 5 years experience in a business analyst role involving complex information technology projects
Comfort and confidence in customer facing engagements
Demonstrated written and oral communication skills
Effective time management skills
Well-developed analytical and problem solving skills
Proactive team player with the ability to motivate in a team-oriented, collaborative environment
Computer science degree/diploma accreditation or equivalent demonstrated experience
Leverage background in SDLC methods to provide recommendations on service delivery improvement opportunities
Leverage your industry understanding to help position our service management offerings
Pre-sales and/or presentation experience would be an asset

If you are looking for an environment in which you can challenge yourself and develop new skills in a collaborative, team-based environment, we think you'll like it here. Our consultants - from creative designers to technical architects and project managers - are some of the best you will work with in your career. We encourage and expect Responsibility, Accountability, Trust, Respect, Recognition and Leadership from all our employees. We hope you will become part of the team.

Burntsand is an Equal Opportunity Employer

We thank all applicants for their interest in advance, and advise that only candidates being considered will be contacted.

No telephone calls or agencies please.

While Burntsand appreciates the interest of all applicants, only successful candidates will be contacted for an interview