Position Summary: We are seeking an expert-level IT Service Management (ITSM) consultant for an 18-month assignment supporting multiple global ITSM initiatives. The consultant will work closely with the global ITSM leadership and project stakeholders to execute enterprise-scale projects, drive process improvement, and ensure successful delivery of ITSM solutions. Deep experience with ServiceNow is required.

Key Responsibilities: Service Management Implementation:

- Collaborate to define requirements and implementation plans for enterprise-wide ITSM tools and technologies, with a focus on ServiceNow.
- Ensure ITSM processes are integrated with business objectives, regulatory requirements, divisional goals, and firm policy.

Strategic Incident and Problem Management:

- Collaborate with ITSM leadership and technology partners to execute strategies that enhance observability, responsiveness, resilience, and reliability.
- Ensure consistent compliance with Incident and Problem Management procedures and toolsets.

Strategic Change Management

- Partner with ITSM leadership and technology teams to implement effective change management strategies and tooling, minimizing business disruption and operational toil.

Continuous Improvement





- Identify and drive opportunities for process improvement and optimization within the ITSM framework.
- Collaborate on initiatives to enhance the efficiency and effectiveness of IT service delivery across the organization.
- Foster a culture of continuous improvement and operational excellence.

Qualifications

- Bachelor’s degree in Information Technology, Computer Science, or related discipline.
- Minimum 8 years of experience in IT Operations, with significant exposure to global, enterprise-scale environments.
- Demonstrated expertise in ITSM frameworks and best practices (ITIL, Agile, DevOps).
- Extensive hands-on experience with ServiceNow; proficiency with agentic AI modules for ITSM functions is a strong plus.
- Experience with reporting and analytics tools (e.g., PowerBI, Tableau) is a plus.
- Exceptional problem-solving and analytical skills.
- Strong communication and interpersonal skills, with a proven ability to work effectively with diverse, globally distributed teams and stakeholders.
- Track record of managing multiple priorities and delivering results in fast-paced, agile environments.

📌 Senior ITSM Consultant (Quebec City)
🏢 ALLTECH CONSULTING SVC
📍 Quebec City