ITSM Process Manager

MNP•Calgary, AB

1d•Hybrid

About The Position

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change. Make an impact with our Business Technology Services team as an ITSM Process Manager. This diverse team of tech-savvy problem solvers embraces digital transformation, and the possibilities technology brings to the future of our industry. As a trusted advisor, you’ll help connect people, processes, and technology to deliver reliable support, modern digital experiences and scalable solutions to help our team members work smarter, faster, and more effectively. MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

Requirements

At least 4 years of experience with IT Service Management (ITSM) principles and frameworks (e.g., ITIL)
Experience with ServiceNow administration, configuration, or process management
Knowledge of Configuration Management Database (CMDB) concepts, governance, and best practices
Strong analytical and problem-solving skills with the ability to interpret data and identify improvement opportunities
Experience leading process improvement, governance, or operational excellence initiatives
Excellent communication, stakeholder management, and relationship-building abilities
Ability to influence cross-functional teams and drive organizational change

Responsibilities

Own the governance, adoption, and continual improvement of IT Service Management (ITSM) processes, ensuring alignment with business and operational objectives
Establish and maintain process standards, controls, performance measures, and best practices to support effective service delivery
Lead Configuration Management and CMDB governance, ensuring configuration data, service relationships, and operational information remain accurate and reliable
Monitor service performance through KPIs, reporting, and trend analysis, identifying opportunities to improve reliability, efficiency, and user experience
Drive continuous improvement initiatives by addressing recurring issues, service risks, and operational challenges
Leverage automation, analytics, AI, and other technology solutions to streamline processes and enhance operational effectiveness
Partner with technology teams, service providers, and business stakeholders to drive process adoption and organizational alignment
Provide guidance, communication, and coaching to support ITSM best practices across the organization
Coordinate and support major incident management and service improvement activities as required