Bilingual Senior Specialist, ServiceNow ITSM (Incident Management)

CMHC - SCHL • Montreal, QC

26d • Hybrid

About The Position

Join the Infrastructure and Operations team in the Bilingual Senior Specialist, ServiceNow ITSM (Incident Management) position. In this role, you provide senior level, hands-on expertise to ensure the effective execution and continuous improvement of Incident Management and related IT Service Management (ITSM) processes. With a strong focus on ServiceNow tooling, workflow execution, and data quality, you play a critical role in ensuring Major Incidents are managed consistently, processes operate as designed, and service operations remain stable, reliable, and audit ready.

Requirements

• A post-secondary education in Information Technology, Computer Science, or a related discipline (or an equivalent combination of education and experience).
• A minimum of 7 years of progressive experience in IT Service Management, with deep hands-on experience in Incident and Major Incident Management.
• ITIL Foundation certification (required).
• Demonstrated hands-on experience configuring and operating ServiceNow ITSM, particularly Incident and Major Incident Management.
• Strong understanding of ServiceNow workflows, data model, automation, and reporting capabilities.
• Experience operating in complex, regulated, or compliance driven environments.
• Proven ability to operate calmly and decisively during high-pressure incident situations, with strong analytical, facilitation skills.
• Strong communication skills in both official languages (English and French) to work effectively with technical teams and stakeholders.

Nice To Haves

• ServiceNow Certified System Administrator.
• ServiceNow Certified Application Developer.
• Strong ServiceNow development skills (JavaScript, Glide API, Business Rules, Script Includes, Client Scripts).
• Service Catalog and Flow Designer development (Record Producers, Catalog Items, Flows).
• Agile ways of working, development best practices (Update Sets, optimized scripts), and exposure to Major Incident Management in hybrid environments.
• Experience supporting Service Introduction and Operational Readiness activities, including readiness reviews and operational documentation.
• Exposure to Change, Release, or Environment Management within hybrid agile and traditional delivery models.

Responsibilities

• Execute and support the full Incident and Major Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
• ServiceNow day-to-day activities: Design, build, and optimize ServiceNow solutions end-to-end (Business Rules, Script Includes, Client Scripts, Catalog Items, UI Policies, Flows), ensuring scalability, maintainability, and alignment to ITSM/Incident Management process intent.
• Own day-to-day platform administration and operational support across environments (access controls, data fixes, configuration updates, requirements clarification, deployments, production support), providing expert triage, risk assessment, and stakeholder communication.
• Lead release packaging and deployments using Update Sets (and related promotion controls), ensuring peer review, documentation, testing evidence, back-out planning, and traceability through the full delivery lifecycle.
• Drive root-cause analysis and resolution of complex defects; support platform upgrades and patches; enforce development standards through code reviews, performance/security best practices, and coaching/mentoring of junior resources.
• Act as Major Incident Commander for high impact incidents, facilitating incident bridges, coordinating technical teams and vendors, and ensuring timely restoration of service.
• Maintain accurate incident timelines, communications, documentation, and escalation of enterprise, executive, or risk related issues as required.
• Ensure post incident reviews are completed, root cause information is captured, and corrective actions are documented and tracked.
• Ensure data quality, categorization, prioritization logic, SLA integrity, and operational reliability across all incident records.
• Execute and support incident related ITSM processes, including Service Escalation, Service Introduction, and Operational Readiness activities, maintaining process documentation, runbooks, and playbooks.
• Monitor and analyze operational performance, incident trends, SLA compliance, recurrence patterns, and operational risks, providing operational insights and recommendations to governance forums, Operations Control, and continuous improvement initiatives.

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: Associate degree