Status: Contract (Up to 24 Months)Working Conditions: HybridEducation Level: 4-Year University Degree in Business, Information Systems or a related field of study.Base Location: Oshawa, ONShift: DaysTravel: 10%Deadline to Apply: May 7, 2026Salary Range: $1,664.34 - $2,583.30 Per WeekJob OverviewOntario Power Generation (OPG) is looking for a dynamic, strategic and results-driven skilled to join our team in the role of ITSM Operations & Process Lead. Reporting to the Senior Manager IT Services, this position is responsible to lead and continuously improve Incident, Major Incident, and Problem Management (ITIL 4), ensuring effective restoration, strong governance, and measurable reductions in repeat incidents through ServiceNow-enabled processes and executive-ready communications.Key AccountabilitiesLead and govern Incident, Major Incident, and Problem Management using ITIL 4 best practices to ensure standardized, compliant, and effective ITSM processes.Own end-to-end process maturity and continuous improvement, driving measurable improvements through governance, documentation, controls, and adoption across teams.Serve as Major Incident Commander in a 24/7 rotation, directing P1/P2 restoration efforts and delivering clear, timely executive-ready communications throughout the incident lifecycle.Administer and optimize ServiceNow ITSM (Incident and Problem), configuring workflows and enabling automation to improve speed to resolution, service stability, and customer experience.Build a strong Problem Management capability by driving problem identification, RCA and trend analysis, known error/knowledge practices, and corrective/preventative actions to reduce incident recurrence.Define, monitor, and continuously refine KPIs, SLAs,



and OLAs, producing executive-level reporting and ensuring adherence to audit and regulatory expectations.Partner cross-functionally with the service desk, infrastructure, application support, vendors, and business stakeholders to ensure clear escalation paths, consistent execution, and strong stakeholder engagement.Strengthen service support outcomes by aligning Incident/Problem execution with CMDB and Service Catalog data and contributing to Service Transition and operational readiness for new/changed services.Qualifications4-Year University Degree in Business, Information Systems or a related field of study.4+ years of progressive ITSM experience owning Incident/Major Incident/Problem Management in an ITIL-aligned environment, supported by ITIL 4 Foundation (or higher) and a proven ability to translate ITIL practices into practical governance and measurable operational outcomes.Advanced ServiceNow ITSM proficiency (Incident and Problem), including configuration, workflow optimization, automation, and platform maintenance/enhancements.Proven capability in Major Incident leadership and stakeholder communications, including directing cross-team restoration efforts under pressure.Demonstrated strength in Problem Management and analytics, including RCA techniques, trend-based improvement, KPI/SLA/OLA reporting,



and leveraging CMDB/Service Catalog and operational readiness/transition practices to improve service stability.Advanced ITSM Business Analyst and ServiceNow delivery experience, including requirements gathering/elicitation, process mapping, and writing user stories/acceptance criteria to translate business needs into well-defined ITSM/ServiceNow solutions.Proven ServiceNow implementation and sustainment capability, delivering value‑added enhancements and configuration changes and supporting ongoing platform maintenance through effective collaboration with technical teams and business stakeholders.The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct.OPG is committed to fostering an inclusive, equitable, and accessible environment. If you require accommodation during the selection process, please contact [email protected] is committed to employment equity. As such, we encourage applicants from equity‑seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under‑representation of equity‑seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.In order to fulfill the above‑mentioned purpose, priority in hiring may be given to qualified persons who self‑identify as members of equity‑seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.#J-18808-Ljbffr

📌 Itsm Operations & Process Lead - C$1,664.3 - C$2,583.3 A Week (Winnipeg)
🏢 Ontario Power Generation
📍 Winnipeg