Senior Specialist, ServiceNow ITSM (Incident Management)

CMHC - SCHL • Montreal, QC

1d • CA$104,180 - CA$130,225 • Hybrid

About The Position

Join the Infrastructure and Operations team, in the Senior Specialist, ServiceNow ITSM (Incident Management) position. We are seeking a highly skilled Senior Specialist, ServiceNow ITSM Developer to lead the design, development, enhancement, and support of our ServiceNow platform. The ideal candidate will possess deep expertise in the ServiceNow ITSM suite and have a proven track record of designing, developing, and optimizing service management solutions in complex enterprise environments. They will play a key role in improving Incident, Problem, Change, Request, Knowledge, and Service Catalog processes while driving automation, operational excellence, and continuous service improvement across the organization.

Requirements

• A bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 7+ years of hands-on ServiceNow development experience, with at least 3 years supporting and enhancing ITSM implementations.
• A strong understanding of ITIL framework and IT Service Management best practices.
• A demonstrated experience implementing and customizing ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Catalog.
• An experience designing and automating end-to-end ITSM workflows and service delivery processes.
• A strong knowledge of SLA management, reporting, service request fulfillment, and operational support models.
• Experience leading enterprise-scale ITSM transformation or optimization initiatives.
• Experience with ServiceNow Performance Analytics and reporting capabilities.

Nice To Haves

• An ITIL Foundation Certification or higher.
• A ServiceNow Certified System Administrator (CSA).
• A ServiceNow Certified Application Developer (CAD).
• A ServiceNow Certified Implementation Specialist (CIS).
• Additional ServiceNow module certifications considered an asset.

Responsibilities

• Serve as the lead developer and technical SME for the ServiceNow ITSM platform, providing architecture guidance, enforcing development standards, and ensuring alignment with ITIL best practices and business objectives.
• Design, develop, implement, and support solutions across core ITSM processes, including Incident, Problem, Change, Request, Knowledge, Service Catalog, and Service Level Management (SLA).
• Lead the technical design, configuration, customization, and integration of ServiceNow solutions using best-practice development methodologies and platform capabilities.
• Partner with IT Operations, Service Desk, Infrastructure teams, business stakeholders, and process owners to optimize, automate, and continuously improve service management workflows.
• Configure and enhance Service Catalog items, record producers, approval workflows, fulfillment processes, business rules, client scripts, UI policies, Flow Designer workflows, and integrations.
• Develop and maintain advanced automations, custom applications, APIs, and integrations to improve operational efficiency, reduce manual effort, and support enterprise service management requirements.
• Provide technical leadership through code reviews, solution design reviews, mentoring of junior developers, troubleshooting complex issues, and ensuring adherence to platform governance and development standards.
• Drive ITSM maturity and continual service improvement initiatives through process analysis, platform optimization, performance analytics, reporting, dashboard development, SLA monitoring, and implementation of scalable, supportable solutions aligned with ITIL standards.

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