Role Overview

The ITSM Advisor acts as a functional expert and is responsible for the evolution of ServiceNow ITSM modules, including incident, request, change, and problem management. They serve as a reference point for ITSM processes and ensure alignment between business needs, ITIL best practices, and the capabilities offered by the ServiceNow platform.

What You Will Do

The incumbent will identify opportunities to improve practices and workflows, gather and analyze business needs, manage and prioritize the ITSM enhancement product backlog, and act as the main point of contact between operational teams and ServiceNow technical teams.

Why It Might Be a Fit

The ideal candidate will have a strong knowledge of ITSM processes, excellent analytical and problem-solving skills, and the ability to influence without formal authority.

Requirements

- University or college diploma in computer science, technology management, or a related field
- Minimum of 5 to 8 years of experience in IT service management




- Significant experience with ServiceNow ITSM
- Hands-on experience in incident, change, and problem management
- Experience in an environment governed by ITIL best practices
- Strong knowledge of ITSM processes (incident, problem, change, service request)
- Strategic mindset and continuous improvement orientation
- Excellent analytical and problem-solving skills
- Excellent facilitation and communication skills
- Ability to influence without formal authority
- Client-focused approach with a strong focus on business value
- Leadership and ability to work with multiple stakeholders

Benefits

- Flexible and competitive perks
- Employee Savings and Investment Plan
- Defined Benefit Pension Plan
- $750 wellness and health care spending account
- Paid vacation
- Five personal days
- Sick days as necessary
- Hybrid work model

📌 ITSM Advisor (Montreal)
🏢 BDC
📍 Montreal