Senior Specialist, Incident & Problem Management (ITSM)

CMHC - SCHL • Montreal, QC

2d • Hybrid

About The Position

Join the Infrastructure and Operations Team, in the Senior Specialist, Incident & Problem Management (ITSM) position. In this role, you will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, with a primary focus on ServiceNow tooling, workflow execution, data quality, and operational reliability. You will also play a critical operational role by maintaining process integrity, optimizing workflows, ensuring accurate and actionable operational data, and supporting continuous improvement through analysis and execution.

Requirements

• A postsecondary education in Information Technology, Computer Science, or a related discipline. An equivalent combination of education and/or experience can be considered.
• An ITIL Foundation is required.
• A minimum of 7 years of progressive experience in IT Service Management, with deep hands-on experience in Incident and Major Incident Management.
• 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.
• 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, with the ability to influence without direct authority.

Nice To Haves

• Hands on experience with ServiceNow beyond standard incident handling, including Major Incident configuration and execution, dashboarding, performance reporting, and workflow automation
• Advanced ITIL or IT Service Management (ITSM) certifications, and ServiceNow ITSM or Incident Management certifications.
• Experience supporting Service Introduction and Operational Readiness activities
• Experience coordinating vendors and managed service providers during incidents and service disruptions.

Responsibilities

• Execute and support the full Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
• Act as Major Incident Commander for high impact incidents, facilitating incident bridges, coordinating technical teams and vendors, and ensuring timely service restoration.
• Maintain accurate incident timelines, communications, and documentation during and after incidents, ensuring data quality and audit readiness.
• Ensure post incident reviews are completed, root cause information is captured, and corrective actions are documented, tracked, and followed through.
• Configure, maintain, and optimize Incident and Major Incident Management capabilities in ServiceNow, including workflows, templates, automation, dashboards, and reporting.
• Ensure data quality, categorization, prioritization logic, and SLA integrity across all incident records.
• Analyze incident trends, recurrence patterns, SLA performance, and operational risks, providing data driven insights and recommendations for problem management and continuous improvement.
• Act as an operational subject matter expert, providing hands on guidance to delivery teams, platform teams, and shared services on correct incident and ITSM process execution.

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