Senior Specialist, ServiceNow ITSM (Incident Management)

Join the Infrastructure and Operations team as a Bilingual Senior Specialist, ServiceNow ITSM (Incident Management). In this role you provide senior level, hands‑on expertise to ensure the effective execution and continuous improvement of Incident Management and related IT Service Management (ITSM) processes. You focus on ServiceNow tooling, workflow execution, and data quality to keep major incidents managed consistently, processes operating as designed, and service operations stable, reliable, and audit ready.

Responsibilities

- Execute and support the full Incident and Major Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
- ServiceNow day‑to‑day activities:
- Design, build, and optimize ServiceNow solutions end‑to‑end (Business Rules, Script Includes, Client Scripts, Catalog Items, UI Policies, Flows), ensuring scalability, maintainability, and alignment to ITSM/Incident Management process intent.
- Own day‑to‑day platform administration and operational support across environments (access controls, data fixes, configuration updates, requirements clarification, deployments, production support), providing expert triage, risk assessment, and stakeholder communication.
- Lead release packaging and deployments using Update Sets, ensuring peer review, documentation, testing evidence, back‑out planning, and traceability through the full delivery lifecycle.
- Drive root‑cause analysis and resolution of complex defects; support platform upgrades and patches; enforce development standards through code reviews, performance/security best practices, and coaching/mentoring of junior resources.

- Act as Major Incident Commander for high‑impact incidents, facilitating incident bridges, coordinating technical teams and vendors,



and ensuring timely restoration of service.
- Maintain accurate incident timelines, communications, documentation, and escalation of enterprise, executive, or risk‑related issues as required.
- Ensure post‑incident reviews are completed, root‑cause information is captured, and corrective actions are documented and tracked.
- Ensure data quality, categorization, prioritization logic, SLA integrity, and operational reliability across all incident records.
- Execute and support incident‑related ITSM processes, including Service Escalation, Service Introduction, and Operational Readiness activities, maintaining process documentation, runbooks, and playbooks.
- Monitor and analyze operational performance, incident trends, SLA compliance, recurrence patterns, and operational risks, providing operational insights and recommendations to governance forums, Operations Control, and continuous improvement initiatives.

Qualifications

- Post‑secondary education in Information Technology, Computer Science, or a related discipline (or equivalent combination of education and experience).
- 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.
- Robust understanding of ServiceNow workflows, data model, automation,



and reporting capabilities.
- Experience operating in complex, regulated, or compliance‑driven environments.
- Proven ability to operate calmly and decisively during high‑pressure incident situations, with strong analytical and facilitation skills.
- Strong communication skills in both official languages (English and French) to work effectively with technical teams and stakeholders.

Preferred

- ServiceNow ITSM or Incident Management certifications (e.g., ServiceNow Certified System Administrator, ServiceNow Certified Application Developer).
- Service Catalog and Flow Designer development (Record Producers, Catalog Items, Flows).
- Agile ways of working, development best practices (Update Sets, optimized scripts), and exposure to Major Incident Management in hybrid environments.
- Experience supporting Service Introduction and Operational Readiness activities, including readiness reviews and operational documentation.
- Exposure to Change, Release, or Environment Management within hybrid agile and traditional delivery models.

Benefits

- Annual paid vacation.
- Annual individual performance incentive.
- Comprehensive group insurance plan supporting well‑being from day one.
- Support for personal and professional growth with training, mentorship and more.
- An inclusive workplace culture and environment.
- Alternative work arrangements may be considered for Indigenous candidates.

Legal Statements

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non‑Canadians who are eligible to work in Canada.

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📌 Senior Specialist, ServiceNow ITSM (Incident Management) (Ottawa)
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