Summary

- Location: Montreal (day 1 onboarding onsite / in-office presence required 3x/week)

- Duration: 12 Months

- Years of experience: Minimum 5 years

Responsibilities

- Coordinate Incident, Problem, Change, and Service Management activities across Cyber and IAM platforms.

- Monitor service performance and operational metrics to identify trends, recurring issues, control gaps, risk indicators, and improvement opportunities.

- Develop and maintain dashboards, KPIs, executive reporting, and operational insights using Power BI, Excel, ServiceNow, and related reporting technologies.

- Analyze operational data and translate findings into clear, actionable recommendations for technical teams and senior stakeholders.

- Drive and coordinate cross-functional initiatives involving Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business teams.

- Facilitate governance forums, service reviews, operational reviews, and management reporting processes.

- Identify opportunities to improve service management processes, workflows, controls, reporting, and operational efficiency through automation and process optimization.

- Use approved AI-enabled productivity tools to enhance research, analysis, documentation, reporting, knowledge management, and operational efficiency.

- Apply effective AI prompting and validation techniques to improve the quality and efficiency of AI-assisted work while maintaining appropriate governance and oversight.

- Support audit, regulatory, risk, and compliance activities through controls management, evidence collection, documentation, issue tracking, and reporting.

- Document business and operational requirements, processes, procedures, controls, and service management standards to improve consistency and scalability.

Requirements





- Strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Service Management.

- Experience working with ServiceNow or a comparable enterprise ITSM platform.

- Strong analytical and critical-thinking skills with experience analyzing operational, service, or performance data.

- Experience developing dashboards, KPIs, reports, and management-level operational insights.

- Proficiency with Power BI and Excel or comparable business intelligence and analytics tools.

- Strong project coordination, organizational, and stakeholder management capabilities.

- Ability to work effectively across technical, risk, control, audit, and business teams.

- Solid written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders.

- Ability to manage competing priorities and drive initiatives across multiple teams.

- Experience with Microsoft 365 collaboration tools such as SharePoint and Teams.

Preferred Skills

- Experience supporting Cybersecurity, Identity & Access Management, Infrastructure, or other technology operations environments.

- Experience with Snowflake, SQL, data warehousing, or other enterprise data and analytics platforms.

- Familiarity with ITIL principles or ITIL certification.

- Experience with operational risk, controls, audit, or regulatory processes.

- Experience identifying and implementing workflow automation or process improvement opportunities.

- Practical experience using enterprise AI-enabled tools such as Microsoft Copilot, ChatGPT, Claude, or similar technologies for analysis, reporting, documentation, or productivity.

- Familiarity with prompt design, AI-assisted analysis, and validation of AI-generated outputs.

This role is for an existing vacancy.

📌 IT Service Management & Analytics Specialist (Montreal)
🏢 Axelon Services
📍 Montreal