Bilingual Senior Specialist, IT Operations Monitoring & Service Insights

CMHC - SCHL • Montreal, QC

30d • Hybrid

About The Position

Join the Infrastructure and Operations team in the Bilingual Senior IT Operations Monitoring & Service Insights Specialist position. You will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, while ensuring end-to-end service visibility through proactive, enterprise-wide monitoring (infrastructure, network, certificates and applications).

Requirements

• A minimum of 7 years of progressive experience in IT Operations / IT Service Management with deep hands-on experience in Incident and Major Incident Management in an enterprise environment.
• An ITIL Foundation is required.
• Demonstrated hands-on experience configuring and operating ServiceNow ITSM, particularly Incident and Major Incident Management, including reporting/dashboards and integrating monitoring signals into operational workflows.
• Strong understanding of ServiceNow workflows, data model, automation, and reporting.
• Strong understanding of enterprise monitoring/observability concepts (event management, alert tuning, correlation, leading indicators) across infrastructure, network, certificates and applications.
• Experience operating in complex, regulated, or compliance driven environments.
• A proven ability to operate calmly and decisively during high pressure incident situations.
• Strong analytical, facilitation, and communication skills in both official languages (English and French), with the ability to influence without direct authority.

Nice To Haves

• Experience coordinating vendors and managed service providers during incidents and service disruptions.
• Familiarity with cloud and hybrid environments and their operational monitoring and support considerations.
• An advanced ITIL or ITSM certifications considered an asset.

Responsibilities

• Monitor end-to-end IT service health (infrastructure, network, certificates, and applications) using enterprise monitoring and observability tools (e.g., Dynatrace, Splunk, Zabbix, SolarWinds, and ScienceLogic) and ServiceNow dashboards.
• Detect, validate and correlate alerts/events to identify incidents early, reduce noise, and enable rapid triage before end users or clients are impacted.
• Analyze incident trends, service degradation patterns, SLA performance, recurrence patterns, and operational risk indicators to identify systemic issues and improvement opportunities.
• Produce actionable service insights and data-driven recommendations to support Operations Control, governance forums, and continuous improvement initiatives: (e.g., monitoring coverage, alert quality and response readiness).
• Maintain accurate operational data and reporting, ensuring categorization integrity and reliability of dashboards and metrics across ServiceNow and monitoring platforms.
• Support Incident and Major Incident Management by providing real-time operational insights from monitoring tools, validating timelines, and supporting post-incident analysis: (problem patterns, leading indicators, and detection gaps).
• Configure, maintain, and optimize ServiceNow reporting, dashboards, KPIs, and analytics including integration/consumption of monitoring signals to improve detection and response performance.
• Support audit, risk, and compliance activities by providing validated operational artifacts and evidence from ServiceNow and monitoring platforms (alerts, timelines, performance reporting).

Benefits

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed