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ITSM Administrator - Full Time - Remote - ON/BC/AB

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Date: Jan 7, 2022

Location: Toronto, ON, CA

Company: LifeLabs

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

At LifeLabs, the passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.  Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Make a difference – join the LifeLabs team today!

The ITSM Administrator will be a key member of the ITSM team, responsible for overseeing support, operations and maintenance of our BMC Helix ITSM platform, with Continuous Service Improvement being a key aspect of this role. This role will work closely with the business and IT teams to gather input to support ongoing business needs for BMC Helix ITSM configuration, development, implementation and support. This includes deploying new releases and/or enhancements; performing systems testing; maintaining and supporting the operational functions; monitoring usage and performing daily administrative tasks. 


The role will deliver support to end users in the organization about how to leverage various BMC Helix ITSM modules efficiently and effectively in fulfilling business objectives and service improvement. Information Technology is a rapidly changing environment and the candidate must be willing to continuously enhance technical skills and enjoy working with people as well as have a strong focus on delivering high-quality customer service to our business. Willing to work outside of normal business hours as part of a national team. 


Core Accountabilities 

  • Configuring BMC Helix ITSM workflows to support process improvements
  • Configuring BMC Helix ITSM Incident, Change, Problem, Config, Service Level Management, Request Fulfilment and Knowledge workflows 
  • Configuring SLAs within BMC Helix ITSM 
  • Provide assistance to functional teams and build requested items and tasks using workflows to manage and improve processes 
  • Monitor health, usage and overall compliance of BMC Helix ITSM and its applications, integrations and plugins 
  • Support the management of users, groups and permissions 
  • Creation of user surveys, reports, homepages and dashboards for key stakeholders 
  • Assist in end-user demos, knowledge transfer and training collateral 
  • Developing and maintaining good working relationships with the Service Desk, as well as all ITSM process owners and key internal stakeholders
  • Own and Govern the BMC Helix ITSM development lifecycle 
  • Gather and document user and process requirements, functional requirements, and develop technical requirements 
  • Support BMC Helix ITSM platform upgrades and patching 
  • Developing Service Catalogue improvements (Digital Workplace)
  • Raise product issues with platform technology provider and assist with any resolution Minimum Hiring 



  • Undergraduate degree or College Diploma in an IT related field with on-going development and relevant certifications 
  • 3 years previous experience. 
  • Expertise in Asset Management, ITIL, Software Development Lifecycle (Waterfall and Agile)
  • High proficiency with business concept/methods and models.
  • Sound knowledge of computer applications including MS Office, HP-ALM and Rational ClearQuest. 
  • Extends functional expertise across multiple domains. 
  • Certification in ITIL is an asse


At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.

LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.

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