Marketing Statement
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.
At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We're committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.
Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC's Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!
Responsibilities
SUMMARY:
The IT Service Management Coordinator leads the coordination for the Incident Management, Problem Management and Change Management practice.
Leads the Incident Management practice by facilitating and coordinating various activities and stakeholders to ensure service is restored within the established Service Level Agreements.
Leads and coordinates Post Incident Reviews, reactive and proactive Problem Management practice to prevent further incidents of a similar nature and minimize the impact of reoccurring incidents.
Leads the Change Management practice, providing facilitation, coordination, and administrative support, conducts analyses, and develops and implements methods of reporting and documentation to support the continuous improvement of each practice.
Leads, facilitates, and coordinates the Incident Management and Post Incident Review Processes to address incidents and ensure service is restored within the established Service Level Agreement by:
Verifying the priority level of the incident.
Coordinating required BTS staff to address and determine efforts to restore services by organizing immediate calls and follow-up status meetings.
Providing immediate communication to BTS management and internal/external customers including regular updates for the lifecycle of the incident.
Following up with customers to ensure service restoration.
Reviewing service desk knowledge and updating as required.
Providing regular updates to BTS management regarding findings of post incident reviews and analysis.
Leads, facilitates and coordinates Problem Management Process to prevent further incidents of a similar nature and minimize the impact of incidents that cannot be prevented by:
Leading proactive & reactive problem process in partnership with the service desk and next-level team to track known errors, establish workarounds, and deliver knowledge as it relates to change.
Drive problem practice with other technical SMEs and managers to enable the problem practice within the respective key areas.
Scheduling post incident review meetings to collaborate with BTS staff, collecting further information, and documenting findings, analysis, recommendations and the creation of supporting problem records in accordance with the Problem Management Process
Provides input to the continual improvement roadmap for problem toolsets. Assists in defining relevant intake Key Performance Indicators (KPIs), Objective Key Results (OKRs) and performs reporting of results. Providing Post Incident Reviews (PIRs) for Senior Managers using executive language.
Leads and facilitates the coordination and administrative support to the Change Management Process by:
Coordinating and supporting the Change Advisory Board Members.
Liaising with change owners to complete Requests for Change (RFC), by reviewing documentation quality and completeness to ensure that both the business and technical risks are mitigated prior to submission to the Change Advisory Board (CAB) or accepting the change.
Coordinating the flow of documents for approval, on behalf of vendors, partners and facilities, with respect to planned service outages through established protocols.
Collaborating with change owners to ensure customer communications are prepared and facilitating timely delivery to customers.
Developing and providing regular communication updates regarding Change Management to BTS leadership.
Reviewing standard changes for renewal; communicating with change owners for action or liaising with change owners to assess ongoing requirement of the standard change.
Scheduling, coordinating change requests, providing communications, and facilitating the discussion of change requests for CAB meetings.
Conducts analyses, develops, and implements methods of reporting and documentation to support the continuous improvement of the ITSM Practices.
Conducting analysis and developing reporting methods to monitor current process adherence.
Analyzing the current workflow and processes against industry best practices, to identify gaps, potential for automation and/or the introduction of other innovations.
Documenting all analyses, findings, and recommendations for improvement.
Liaising with BTS Management to support the improvement of the Divisions process adherence and continuous improvement of the Incident Management, Post Incident Reviews, Change Management, and Problem Management Processes.
Supports the Service Level Agreements reporting functions as required.
Performs related duties as assigned, such being items of a minor nature that do not affect the value of the job.
Qualifications
EDUCATION:
Grade 12 graduation with one (1) year certificate program from a recognized institute of technology specializing in information systems including various Microsoft versions and associated computer related courses, word processing and spreadsheets, plus ITIL (IT Infrastructure Library) certification is required.
EXPERIENCE:
Requires two and one-half (2 l/2) years' recent experience providing technical support in a networked environment involving coordinating change management processes, prioritizing, coordinating workflow and business process improvement in a corporate environment. A further period of up to six (6) months is required to become familiar with the corporate IT environment, its operating systems, software and procedures.
Other Information
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.
Work Schedule
37.5 hours per week.
This is a full-time temporary position.
Work Designation
Hybrid
This position offers the flexibility of working both on-site and remotely within B.C.
Rate of Pay
Salary $6,351.06 - $7,617.85 per month (Actual salary offered will be commensurate with education, experience and internal parity).
The Total Compensation Package includes Extended Health, Transit Pass and enrollment in the Public Service Pension Plan upon eligibility. Focus on your development through training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Speak to us to know more about what we offer.
How to Apply
Please click the 'Apply' button at the top right corner of the page or go to to apply for this position and view instructions on the process.
INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.
Posting Date: June 19, 2025
Closing Date: Open until filled
Please note that only those short listed will be contacted.
Having trouble applying? Please view the System Requirements & FAQ's by going to Employment Opportunity
TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at
