Specialist, IT Operations Monitoring & Service Insights

CMHC - SCHL • Montreal, QC

35d • Hybrid

About The Position

Join the Infrastructure and Operations team, in the IT Operations Monitoring & Service Insights Specialist position. In this role, you will support the effective execution and continuous improvement of Incident Management and related ITSM processes , while contributing to end-to-end service visibility through proactive monitoring (infrastructure, network, certificates, and applications). You will leverage ServiceNow as the system of record for incidents and help integrate operational insights from monitoring and observability platforms (e.g., Dynatrace, Splunk, Zabbix, SolarWinds, and ScienceLogic) to identify and act on issues before end users or clients are impacted. You will also operate as a hands-on practitioner within the Operations Control (IT Service Delivery) function, contributing to day-to-day incident coordination, major incident support, reporting, and process adherence.

Requirements

• A postsecondary education in Information Technology, Computer Science, or a related discipline. An equivalent combination of education and/or experience can be considered.
• A minimum of 5 years of experience in IT operations, service delivery, or IT Service Management.
• ITIL Foundation is required.
• Working knowledge of Incident and Major Incident Management practices.
• Experience using ServiceNow or similar ITSM tools.
• Familiarity with SLA tracking, incident reporting, and operational metrics.
• The ability to follow defined processes and operate effectively in high-pressure situations.
• Strong communication and collaboration skills.

Nice To Haves

• Advanced ITIL or ITSM certifications are considered an asset.
• Hands-on experience supporting IT operations monitoring and service health dashboards (e.g., Dynatrace, Splunk, Zabbix, SolarWinds, ScienceLogic), including alert triage and basic tuning.
• Working knowledge of event management concepts such as correlation, noise reduction, leading indicators, and detection-to-incident workflows.
• Working knowledge of ServiceNow ITSM beyond basic incident handling, such as reporting, dashboards, or integrating monitoring signals into operational workflows.

Responsibilities

• Monitor end-to-end IT service health (infrastructure, network, certificates, and applications) using ServiceNow dashboards and enterprise monitoring/observability tools (e.g., Dynatrace, Splunk, Zabbix, SolarWinds, ScienceLogic).
• Detect and validate alerts/events, apply basic correlation, and raise or update incidents in ServiceNow to support early triage and reduce alert noise.
• Execute Incident Management activities in alignment with established ITSM processes, standards, and communication protocols.
• Support incident coordination and resolution, including participation in Major Incident bridges as required.
• Perform incident triage, prioritization, escalation, and stakeholder communication in collaboration with delivery teams, infrastructure, security, and vendors.
• Ensure incidents and monitoring-related records are accurately logged, categorized, updated, and closed in ServiceNow in accordance with quality standards.
• Produce routine reports on incident volumes, SLA compliance, aging, and trends; flag recurring issues or operational risks for follow-up by senior roles.
• Contribute to post-incident reviews by gathering data, documenting timelines, and tracking follow-up actions, support audit, risk, and compliance activities through evidence collection and documentation

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: Mid Level
• Education Level: Associate degree