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SaskBuilds and Procurement: where infrastructure, procurement, real property, facility management, logistics and information technology meet to enable the Government of Saskatchewan's Growth Plan and programs and services for citizens and communities.

The Ministry of SaskBuilds and Procurement is seeking an experienced IT Service Desk Knowledge and Reporting Lead to join our team. The ideal candidate will have a strong background in data analytics, data reporting, IT knowledge management and ITSM best practices.

Reporting to the Manager of the Service Desk, the successful candidate will:

• Develop, implement, and maintain a knowledge management strategy for the IT Service Desk, including policies, procedures, and processes;
• Provide training to the IT Service Desk team on the use of knowledge management tools, processes, and procedures;
• Provide reporting and analytics on the effectiveness of the knowledge management strategy, including user adoption rates, search success rates, and other metrics;
• Provide ad hoc reporting needs for ministry clients, IT Service Desk, and Operations and Infrastructure branch;
• Perform data analysis to identify technical, process, and procedural issues by examining data and analyzing it against established benchmarks and metrics; and
• Develop and maintain metrics dashboards used by the Service Desk and other Operations and Infrastructure teams.

Ideal Candidate

Our candidate of choice must be a resilient leader who must demonstrate the following key abilities:

• Experience with ServiceNow or other ITSM tools;
• Experience with KCS framework or other Knowledge Management frameworks;
• Experienced with Power BI or other BI platforms;
• Demonstrated leadership and management skills;
• Demonstrated strong communication and interpersonal skills to develop and maintain relationships with internal and external stakeholders; and
• Possess exceptional analytical and problem-solving skills.

Typically, the knowledge and skills required for this position would be obtained through:

• A combination of post-secondary education and/or experience will be accepted for this position; and
• A proven ability to lead and collaborate, with a reputation for integrity and a focus on service and innovation.