- Design, implement, and improve ITSM processes including Incident, Change, Problem, Knowledge, Request, CMDB, IT Asset Management (ITAM), and Service Catalog Management.

- Facilitate CAB, Change Reviews, Problem Reviews, Knowledge Reviews, workshops, and stakeholder sessions.

- Develop end-to-end recommendations including governance, risks, impacts, implementation approach, and execution plans.

- Create practical process documentation, procedures, standards, work instructions, and governance models.

- Translate business requirements into ServiceNow-aligned processes and solutions.

- Partner with stakeholders, technical teams, and leadership to drive decisions and outcomes.

- Support ITSM governance, service management maturity, CMDB governance, and Asset Management practices.

- Support process adoption, organizational change, and continuous improvement initiatives.

Requirements

- 10+ years of experience in ITSM, Business Architecture, Operational Excellence, Process Improvement, or related discipline(s).

- 5+ years of experience designing and implementing ITSM processes.





- Demonstrated experience with Change, Problem, Knowledge, Incident, Major Incident, CMDB, and Asset Management practices.

- ITIL Foundation certification or higher.

- Experience facilitating workshops, governance meetings, and stakeholder discussions.

- Experience independently driving initiatives from assessment through implementation.

- Experience supporting ITSM transformation and service management maturity initiatives.

- Experience developing operational processes, governance models, and business procedures.

- Experience with ServiceNow, or similar ITSM platforms.

Core Competencies

Demonstrates extensive expertise in IT Service Management (ITSM) processes, including Incident, Change, Problem, and Asset Management, with a robust focus on governance and continuous improvement. Proven ability to translate business requirements into effective ServiceNow-aligned solutions while facilitating stakeholder engagement and driving operational excellence.

📌 ITSM Business Architect (Winnipeg)
🏢 Jobtailor
📍 Winnipeg