Role Overview

Join the Infrastructure and Operations team as a Bilingual Senior Specialist, ServiceNow ITSM Developer. 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.

What You Will Do

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).

Why It Might Be a Fit

The ideal candidate will have a strong understanding of ITIL framework and IT Service Management best practices, with at least 7+ years of hands-on ServiceNow development experience, and a proven track record of designing,



developing, and optimizing service management solutions in complex enterprise environments.

Requirements

- Bachelor's degree in Computer Science, Information Technology, or a related field
- At least 7+ years of hands-on ServiceNow development experience
- A strong understanding of ITIL framework and IT Service Management best practices
- A demonstrated experience implementing and customizing ServiceNow ITSM modules
- 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

Advantages

- Annual Paid vacation
- Annual individual performance incentive
- Defined benefit pension plan
- Comprehensive group insurance plan
- Support towards personal and professional growth
- An inclusive workplace culture and environment

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📌 Bilingual Senior Specialist, ServiceNow ITSM Developer (Ottawa)
🏢 Canada Mortgage and Housing Corporation (CMHC)
📍 Ottawa