ITSM Governance Specialist

Canadian Tire Corporation • Brampton, ON

4d • CA$64,000 - CA$106,000 • Hybrid

About The Position

This role supports centralized intake, tracking, and coordination of audit, control testing, regulatory, evidence, finding, and remediation requests across ITSM and related technology teams. The specialist will maintain clear governance registers, assist with audit and compliance activities, and apply an IT governance mindset to define, document, and reinforce accountability across various ITSM processes and platform governance. The position involves conducting assessments of current ITSM processes to identify improvement opportunities, supporting incident, problem, change, and service continuity governance, and building reporting capabilities for ITSM metrics and governance indicators. The role requires partnering with various teams to coordinate inputs and drive timely completion of governance deliverables, and supporting continuous improvement initiatives to enhance ITSM process maturity and transparency.

Requirements

• 3-5 years of experience in IT Service Management, IT governance, audit coordination, compliance, process management, ServiceNow administration/support, or a related technology governance function.
• Strong process mindset with the ability to organize ambiguous asks into clear actions, owners, due dates, status, risks, and decisions required.
• Familiarity with ITIL practices and core ITSM processes such as incident, problem, change, knowledge, service catalog, service continuity, and request management.
• Experience supporting audit, control testing, regulatory, compliance, risk, or remediation activities, including evidence gathering and action tracking.
• Working knowledge of ServiceNow, including ITSM modules, reporting, dashboards, forms, workflows, catalog items, knowledge articles, and platform governance concepts.
• Intermediate Excel skills, including tables, filters, formulas, pivots, charts, and structured trackers; experience with PowerPoint and executive reporting is an asset.
• Ability to develop clear documentation, process maps, governance templates, communication materials, and leadership-ready summaries.
• Strong written and verbal communication skills, with the ability to explain process, control, and governance topics to technical and non-technical audiences.
• Analytical skills with the ability to collect, validate, interpret, and summarize data for reporting, governance, and decision-making.

Nice To Haves

• ITIL Foundation certification, COBIT, audit, governance, risk, compliance, or ServiceNow certifications are considered an asset.
• Exposure to retail, financial services, technology operations, vendor management, resilience, cybersecurity, or infrastructure environments is an asset.
• Bachelor's degree in Information Technology, Business Administration, or related field, or equivalent practical experience is an asset.

Responsibilities

• Support centralized intake, tracking, and coordination of audit, control testing, regulatory, evidence, finding, and remediation requests across ITSM and related technology teams.
• Maintain clear governance registers for open actions, risks, decisions, owners, due dates, status, dependencies, and escalations.
• Assist with audit and compliance activities, including evidence collection, Management Action Plan tracking, control follow-ups, and preparation of concise leadership updates.
• Apply an IT governance mindset to help define, document, and reinforce accountability across ITSM processes, ServiceNow platform governance, resilience, vendor oversight, and operational controls.
• Conduct assessments of current ITSM processes across the organization and identify opportunities to improve consistency, control effectiveness, documentation, and operational discipline.
• Support incident, problem, change, and service continuity governance by helping track trends, recurring issues, open remediation actions, resilience outcomes, and problem management follow-through.
• Build and maintain simple but effective Excel trackers, pivot tables, dashboards, status views, and reporting packs to support audit readiness, ITSM governance, and leadership visibility.
• Develop dashboards and reporting capabilities for ITSM metrics, governance indicators, audit/control status, risk themes, service performance, and process compliance.
• Partner with ServiceNow platform, process, compliance, resilience, infrastructure, application, and vendor teams to coordinate inputs and drive timely completion of governance deliverables.
• Support continuous improvement initiatives that improve ITSM process maturity, governance discipline, audit readiness, and transparency across the organization.

Benefits

• Comprehensive benefits and retirement programs
• Performance incentives
• Continuing Education Programs
• Other perks to support your well-being
• store discounts
• supported learning through our Triangle Learning Academy
• Canadian Tire Profit Sharing
• retirement and savings programs for eligible employees
• enhanced flex benefits program
• mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families
• total well-being, and mental health tools and resources for all employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree