Req ID: 69260

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, creative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Account Service Specialist - Service Management - FTR to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Purpose Of The Position

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.

Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic. Participates in enterprise-wide, cross-disciplinary business strategy projects

Accountabilities

- Manages projects with oversight from their supervisor.
- Assigned to basic service delivery processes and associated projects.
- May participate in continuous improvement activities in support of client or internal business processes.
- Provides resolution to an assortment of client problems and/or requests.
- Regular direct interaction with client and end users.
- Oversees, facilitates,



and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.
- Manages and oversees service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.
- Participates in enterprise-wide, cross-disciplinary business strategy projects, including confidential initiatives that support the selection, procurement and implementation of appropriate information systems applications that may result in the reduction or repurposing of FTEs.

Qualifications

Experience and Education Required

- Typically requires 5-7 years relevant experience in IT Operations
- Undergraduate degree or equivalent combination of education and work experience.

Preferred Experience And Education

- 1-2 years experience in Service Management
- ITIL Foundation certification (or working toward certification)
- Familiarity with Agile, DevOps or Project Management concepts is beneficial

Skills





- Experience with ServiceNow or other similar ITSM tools.
- Proficient understanding of ITIL core practices such as Incident, Problem, Change & Request
- Ability to follow and support standardized ITSM process & procedures, ensuring consistency, compliance and auditability across service operations
- Solid written and verbal skills.
- Ability to physically perform general office requirements.
- Must be able to perform essential responsibilities with or without reasonable accommodations.

Financial Responsibility

- None

Direct Supervision

- No direct supervision

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved accommodation request if the position is still vacant during the recruitment process. Annual Salary Range (2026): CAD 86018.10

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital,

cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

📌 Account Service Specialist - Service Management - FTR (Burnaby)
🏢 NTT DATA North America
📍 Burnaby