Specialist, ServiceNow ITSM (Incident Management)

CMHC - SCHL • Montreal, QC

28d • Hybrid

About The Position

Join the Infrastructure and Operations Team, in the ServiceNow ITSM Specialist (Incident Management) position. In this role, you support the effective execution and continuous improvement of Incident Management and related IT Service Management (ITSM) processes across CMHC’s Agile, product-oriented delivery model.

Requirements

• A postsecondary education in Information Technology, Computer Science, or a related discipline (or an equivalent combination of education and experience).
• A minimum 5 years of experience in IT operations, service delivery, or IT Service Management.
• ITIL Foundation certification is required, advanced ITIL or ITSM certifications considered an asset.
• Working knowledge of Incident and Major Incident Management practices.
• Hands on experience using ServiceNow or similar ITSM tools.
• Familiarity with SLA tracking, incident reporting, and operational metrics.
• The ability to follow defined ITSM processes and operate effectively in high pressure operational environments.
• Strong communication skills and collaboration skills to work effectively with technical teams and stakeholders.

Nice To Haves

• ServiceNow ITSM or Incident Management certifications.
• Hands on experience supporting Incident Management or Operations Control functions within an IT Service Delivery environment.
• Experience collaborating with infrastructure teams, platform managers, agile pods, or vendors during incidents or service disruptions.

Responsibilities

• Execute Incident Management activities in alignment with established ITSM processes, standards, and tooling.
• ServiceNow day-to-day activities: Build and maintain solutions (Business Rules, Script Includes, Client Scripts, catalog items, UI Policies, Flows).
• Perform daily admin and delivery support (access, data fixes, config updates, requirements, deployments, production).
• Package, promote, and deploy changes using Update Sets.
• Debug and resolve defects, support upgrades, code reviews, and development standards.
• Coordinate and support incident resolution, including participation in Major Incident bridges and escalation activities.
• Perform incident triage, prioritization, escalation, and stakeholder communication in collaboration with delivery teams, infrastructure, security, and vendors.
• Ensure incidents are accurately logged, categorized, updated, and closed in ServiceNow in accordance with quality standards.
• Contribute to post incident reviews, including timeline documentation, data gathering, and follow-up action tracking.
• Monitor incident queues and operational dashboards, and produce routine reporting on trends, SLAs, and operational risks.
• Support ITSM process adherence and continuous improvement, including documentation, runbooks, templates, and knowledge articles.
• Validate operational readiness for new or changed services by supporting service introduction activities and readiness checklists.

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