Organizational Context:

Under the direct supervision of the Director of the Division of Judicial Services, the Information Management Services Section ensures that the Registry puts in place adequate Information Management services, for the benefit of all organs and activities of the Court. The Information Management Services Section will also provide services to other Registry clients, including external parties relying on the policies and technology of the Court.

Information services consist of:

• Information management activities which include: developing policies and best practices for the management of (digital) documents, records and archives; library services and knowledge management, whether technology based or not.
• Information systems support including systems development, administration and integration.
• Technology services operations support, including end-user services, communications and networking technology, audio-visual technology.
• Information security activities, including developing policies and best practices, implementing information security standards and managing risk related to information, whether technology based or not.

The Information Management Services Section provides:

• Advice on best practices addressing the needs of its clients and the Court’s and Registry’s strategic objectives.
• Integrated solutions (i.e. systems, policies and processes) relying on industry best-practices on all aspects of information services related to capturing, storing, preserving, delivering, securing and managing information and communication.
• Leadership and dialogue with clients in relation to the innovation, awareness and adoption of new information practices, tools and technology-enabled processes and practices that will improve productivity, effectiveness, information sharing and availability.
• Strategic input and support for the implementation of a continuous change management process harnessing the use of information and technologies.

Duties and Responsibilities

Under the direct supervision of the Chief, Information Management Service Section, the incumbent will perform the following duties:

Supervises the End-User Services Unit consisting of the Service Desk which includes seven Service Assistants, Hardware Technician, Senior Audio-Visual Technician and two Audio-Visual Technicians.

Assesses the needs of the Court’s end users, including Court Principals, staff, external counsel, visiting professionals and interns to ensure that IMSS front line services are aligned to the Court’s operational needs.

Acts as the first point of escalation for front-line end-user support and provides guidance to the Service Desk and Audio-Visual teams to maintain high levels of client service.

Acts as the first point of escalation with IMSS and other front line IT/IM service providers outside of IMSS in DMS, CMS and OTP.

Coordinates the work of the Unit with the second line support teams in the Information Management Unit, Information Security Unit and the Systems Development and Administration Unit.

Assist the Section Chief with implementing ITIL compliant processes for front line support for request fulfilment, incident management, problem management, IT asset management and end-user change management for new IT services.

Manages the end-user IT assets and associated budget to comply with the Court’s Asset Management Policies and Financial Rules and Regulations.

Essential Qualifications

Education

Advanced University degree in Telecommunications, Computer Science or Information Systems or related field, is required. A first level university degree, in combination with two additional years of qualifying experiences is accepted in lieu of the advanced university degree.

Certifications:

IT Service Management certification is required:

• ITIL Service Delivery is required.
• At least two specialities such as Problem Management, Change Management, Incident Management

Certification in Microsoft (MOS, MTA, MSCE) is required

Experience

A minimum of five years of professional experience (seven years with a first-level university degree) in application of IT Service Management framework is required

Experience in project management, information security, information systems audit and business analysis is desirable

Experience managing IT contracts and vendors is required

Experience managing IT assets is required

Knowledge, Skills and Abilities

• Best practice IT service management processes for request fulfilment, problem management, incident management and change management.
• Ability to handle uncertain situations with tact and professionalism;
• Ability to interact strategically with both internal and external stakeholders;
• Ability to collect organizational requirements through liaising with teams, sections and organs.

Knowledge of Languages

Proficiency in one of the working languages of the Court (French or English) is required. Working knowledge of the other is an asset. Knowledge of another official language of the Court (Arabic, Chinese, Russian and Spanish) would be considered an asset.