ITSM Practice Lead – Event Management (ServiceNow ITOM)

iA Financial Group•Montreal, QC

3d•Hybrid

About The Position

Build the future with us. Are you driven by digital transformation and eager to contribute to the purpose of a company that aims to help its clients feel confident and secure about their future? As an ITSM Practice Lead – Event Management (ServiceNow ITOM), you will play a key role in in the development, implementation, and evolution of event management and proactive monitoring practices, in a context where the organization is strengthening its observability, operational reliability (SRE), and operational excellence posture. This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

Requirements

Advanced expertise in ServiceNow ITOM and observability, including Event Management, Alert Management, CMDB, Discovery, and Service Mapping, as well as a very strong knowledge of Dynatrace (dashboards, metrics, traces, logs, Davis rules, alerting strategies, and integrations), monitoring tools (APM, logs, traces, synthetics), and Cloud, On-Prem, and hybrid architectures.
Strong mastery of SRE and reliability engineering practices, including SLI, SLO, Error Budgets, toil reduction, automation, and service observability, as well as a solid understanding of CI/CD pipelines and “as-code” approaches.
Strong influence-based leadership and collaboration skills, enabling them to lead a cross-functional practice in a multi-team, multi-technology environment, work effectively within a federated or matrix model, manage competing priorities, arbitrate, and ensure overall alignment without direct hierarchical authority.
Operational rigor, analytical mindset, and results orientation, with a strong ability to analyze events, alerts, trends, and anomalies, diagnosis, identify root causes, prioritize improvements, and ensure high data quality, clear documentation, and continuous improvement of the practice.
Between 5 and 10 years of experience in IT operations, observability, monitoring, or ITOM, within a ServiceNow and Dynatrace environment.
Intermediate level of English proficiency, as the person will be required to present the practice and provide training to English-speaking partners and suppliers on a weekly basis.
Excellent command of the French language (spoken and written).

Responsibilities

Provide governance and leadership for the event management practice by defining, maintaining, and evolving the practice guide (standards, templates, conventions, and governance mechanisms), integrating ServiceNow ITOM, Dynatrace, and SRE principles, while maintaining the roadmap for maturity, automation, data quality, and noise reduction.
Establish and operate an effective federated model by defining team roles and responsibilities, approval mechanisms, quality criteria, and controls, ensuring consistent use of event sources, rules, thresholds, correlation, and automated actions across the organization.
Oversee the full event lifecycle, from the Dynatrace pipeline through ServiceNow ITOM (Event Rules, Alert Rules, correlation, automated remediation), ensuring signal quality, threshold relevance, classification normalization, CMDB enrichment, and the reduction of noise and duplicates.
Support and coach federated teams (Infrastructure, Network, Cloud, Application, Security, SRE, Observability) in the design, optimization, and industrialization of their event rules, including the implementation of events-as-code pipelines, while providing templates, patterns, training, and expert guidance.
Ensure service quality, observability, and continuity by defining and tracking practice performance indicators (noise levels, alert handling times, classification quality, CI/service binding accuracy, critical service coverage) and monitoring the health of the event pipeline and integrations.
Drive innovation and continuous improvement by promoting the use of AI and AIOps in Dynatrace and ServiceNow ITOM, accelerating automated remediation and toil reduction based on SRE principles, and contributing to the ongoing evolution of the ServiceNow platform and its integrations.