IT Quality Specialist

Ensure Canon’s core IT Service Management (ITSM) solutions meet quality, compliance, and performance expectations.

This role acts as Product Owner for enterprise ITSM platform Xurrent and related integrations and/or ITSM Power BI reporting and data models. The IT Quality Specialist ensures alignment with the overarching IT Service Management System and identifies and implements improvements on usability, transparency, and operational efficiency.

With Canon, you'll get the support and encouragement you need to grow from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

Responsibilities

ITSM Solution Support

• Translate business needs into system designs
• Configure, test and maintain Xurrent and Power BI ITSM solutions
• Resolve incidents, answer information requests, define and implement changes, perform root cause analysis on issues, and define improvements
• Define and monitor automated controls in ITSM solutions
• Act as contact point for user communities; communicate releases, updates and new capabilities
• Maintain documentation, runbooks and knowledge articles
• Develop and deliver trainings and workshops

Configuration Management DB (CMDB) Ownership

• Define, promote and maintain CMDB structure, policies and governance
• Ensure data accuracy, relationships and control mechanisms

Reporting & Analytics

• Develop and maintain ITSM dashboards and reports (Xurrent / Power BI)
• Analyse and relate ITSM data to identify trends, gaps and improvements
• Ensure reports remain relevant and up to date

Qualifications

Skills and knowledge required:

Service Management

• ITSM frameworks (ITIL, USM, ISO 20000)
• Core processes: Incident, Change, Problem, CMDB
• Ability to translate business needs into ITSM solutions

Tools

• Experience with Xurrent and Power BI
• Understanding of integrations and data structures

Communication

• Clear communicator who simplifies technical topics
• Stakeholder engagement and training experience

Data & Reporting

• Ability to build dashboards and KPIs
• Strong analytical and data modelling skills

Experiences Required:

• 5+ years in IT operations or IT service management
• Proven experience improving ITSM systems and processes
• Experience with Xurrent and Power BI
• ITIL Foundation (v4 or higher)

Preferred:

• USM Foundation (Universal Service Management)
• ISO 20000
• Experience in a multinational or matrixed organization
• Background in working with outsourced service providers and global teams
• Experience in implementing or optimizing CMDBs and configuration management processes
• Experience with Knowledge Management standards (KSA)

Canon Core Behaviours

• Drive for results
• Focus on the Customer
• Take ownership and accountability
• Act as a team player
• Shows courage and conviction
• People orientated
• Caring for self and others