Service & Product Delivery Lead

Date Posted: 12/16/2024
Req ID: 41112
Faculty/Division: Faculty of Arts & Science
Department: Information and Instructional Technology
Campus: St. George (Downtown Toronto)
Position Number: 00049684

Description:

About us:

The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs.

We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacy of innovation and discovery that has changed the way we think about the world.

The Faculty’s divisional IT team, Information & Instructional Technology (IIT) and local, departmental IT teams are a crucial source of support for faculty teaching, research and administrative operations. IIT works closely and collaboratively with institutional teams as well as local IT teams to champion and support technology initiatives as well as provide some key division wide IT services. In addition, IIT supports the technology needs for numerous departments, centres, schools and institutes including day to day computing, infrastructure fulfillment (systems, networking and data centre), public web services and application development. We are a well-respected, service-oriented team that aims to deliver timely support and quality work, imperative for the smooth operation of our faculty.


Your opportunity:

The Service & Product Delivery Lead reports to the Manager of Product and Delivery Services and plays a key role in defining, designing, implementing, and supporting IT systems for the Faculty of Arts and Science (FAS). This position bridges technical and business teams, vendors, and stakeholders, ensuring alignment in project execution and sustainability with a focus on quality, compliance, and risk reduction.

As an experienced Business Systems Analyst (BSA) or Product Owner, the incumbent has been solely responsible for leading BSA duties for five large IT initiatives. The incumbent will work on several initiatives including taking a leadership role for the Faculty’s IT Service Management roll-out (i.e. Service Now or equivalent) for Information Technology teams as well as in-scope business units. They will take a consultative approach when working with technical staff to build and develop highly complex IT technology solutions and cross-functional applications based on business requirements. They will take the lead in facilitating workshops resulting in clear, actionable business and technical requirements. They will become familiar with the configurability and administration of vendor platforms, providing guidance on how best to leverage the capabilities of these types of platforms and provide hands-on technical expertise when required.

The incumbent will be involved in leading cross-functional projects, overseeing system design, testing, implementation, and continuous process improvements. The incumbent ensures successful product lifecycle management, provides hands-on technical expertise, and maintains strong client and stakeholder relationships while delivering status updates to project sponsors and Faculty leadership and fostering collaboration.

Your responsibilities will include:

• Evaluating new technologies or new and modified businesses processes to determine enhancement requirements; Creating all relevant project artifacts including, issues log, project intake, project briefs, project charters, change management plans and training
• Demonstrate exemplary business analysis, project management and product ownership for the Faculty’s IT Service Management (i.e. Service Now) roll-out/implementation including metrics while also building and fostering strong relationships with various stakeholder groups at the Faculty
• Developing project schedules including milestones, critical path, timelines, deliverables and reporting; stewarding all project activities including determining project teams and workflows and providing timely status reports to all identified stakeholders.
• Planning and guide the implementation of project management structure and toolsets; analyzing the effectiveness and efficiency of existing systems and developing technical solutions for systems improvements
• Analyzing the security and integrity of highly complex system problems and/or implications of any new or changed procedure or technology;
• Reconciling business requirements with information architecture needs for highly complex system integration; asssists with the configuring and administrating of vendor platforms to meet business and functional requirements; providing hands-on technical expertise for new product development
• Planning the implementation of new business system processes
• Checking that user documentation and training plans are in place for new applications

Essential Qualifications:

• Bachelor’s degree in Business, Information Science, Computer Science, or an acceptable combination of education and experience.
• Minimum five (5) years of recent and related Business Systems Analyst or Product Owner experience where they weresolely responsible for eliciting and documenting product requirements and successfully delivering products in a diverse, multi-client and complex operational environment, including two (2) years of leadership experience.
• Minimum five (5) years ofleading and coordinating various project initiatives and producing relevant project artifacts.
• Expert knowledge of IT Service Management (roll-out, practices and principles) including requirements gathering and product implementations.
• Experience in consulting and implementing new or updated systems within a large, highly complex and highly technical organization.
• Demonstrated experience in analyzing highly complex problems and producing concrete and actionable solutions.
• Demonstrated technical aptitude in implementing, administrating and configuring vendor platforms such as Service Now.
• Experience in software development methodologies, in the following: web-based application development technologies and processes; data modeling and business process modeling; user interface design and usability testing
• Experience with usability testing, interactive prototypes, and general design principles.
• Excellent project management skills and consulting skills.
• Excellent written and verbal communications skills with the ability to communicate effectively with non-technical users.
• Excellent presentation skills with the ability to facilitate meeting, workshop and training.
• Excellent analytical, organizational, problem-solving, time management and multi-tasking skills.
• Excellent requirements gathering and documentation techniques (contextual inquiries, surveys, use cases, scenarios, user stories, etc.).
• Good understanding of standard development environments (builds, releases, databases, etc.).
• Ability to clearly communicate complex ideas using diagrams, models and prototypes.

Assets (Nonessential):

• Technical certification related to business analysis, project management, and process improvement (e.g., PMI, CBAP, CCBA, ITIL) is considered an asset.
• Experience with ServiceNow vendor platform is considered a strong asset
• Experience with ProjectManagement Office and related toolset implementations considered a strong asset.
• Experience with MS Office 365 and SharePoint deployment is considered a strong asset.
• Experience working in Agile development projects and SOA methodology is considered an asset.
• Experience with web application languages (e.g. .Net, PHP, AJAX, XML, HTML, CSS & XHTML, Java, Python and Visual Basic, PERL, VBScript, JavaScript, Unix Shell Scripts, and Windows PowerShell), web server technologies (e.g. Apache, WebLogic) and database applications (e.g. Oracle, MSSQL, DB2, PostgreSQL, MySQL, Cognos, and Essbase) would be an asset.

To be successful in this role you will be:

• Diplomatic
• Efficient
• Motivated self-learner
• Multi-tasker
• Self-directed
• Team player

Note:

• This role is currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline.

Closing Date: 01/20/2025, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 16 -- $101,539. with an annual step progression to a maximum of $129,851. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 
Job Category: Information Technology (IT)
Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.