Specialist, Technology Service Management

We are hiring a Specialist, Technology Service Management to champion technology-enabled service delivery and operational excellence across our organization. This role is pivotal in architecting, implementing, and continuously optimizing technology service management processes and frameworks, leveraging industry-leading practices and advanced ITSM platforms. In this role, you will lead the design, implementation, and ongoing enhancement of ITSM processes, driving automation, efficiency, and measurable outcomes while championing the adoption of advanced ITSM tools such as SolarWinds and ServiceNow. You will develop and maintain robust process documentation, workflows, and SOPs in alignment with ITIL and organizational standards, oversee Incident, Problem, Change, and Service Level Management to resolve IT issues promptly, minimize disruptions, and foster continuous improvement. Collaboration with technical teams and cross‑functional partners will be key as you work to resolve incidents and implement lasting solutions. You will manage Change and Release Management processes to support smooth deployment of IT services, define and monitor Service Level Agreements, and provide regular performance reports to stakeholders. As a trusted advisor and primary contact for IT service management, you will embody a culture of customer care, deliver engaging training and enablement sessions, and curate knowledge articles to promote a self‑service culture and continuous learning. Qualifications What You Need to Succeed To be successful in this role, you will bring a college or bachelor’s degree in computer science or a related field, ideally complemented by ITIL foundation or higher certification, and possess 4–6 years of experience in IT Service Management or a related IT operations role. You will have hands‑on expertise with ITSM tools and a deep understanding of ITIL processes and frameworks, along with strong analytical and problem‑solving skills to assess service performance and drive improvements. Project management experience and the ability to manage multiple initiatives simultaneously are essential. You will demonstrate strong leadership abilities to guide teams through service improvement initiatives, and exemplary English communication skills to support both business and technology discussions. We are committed to building a diverse and inclusive workplace and encourage candidates of all backgrounds to apply. If you are ready to make a meaningful impact and grow your career in a collaborative and forward‑thinking environment, we look forward to hearing from you. We offer an attractive total rewards package that includes a competitive salary and bonus, extended health, dental and insurance benefit coverage, a health spending account, fitness & wellness subsidy, employee & family assistance program, registered pension plan with company match, employee share purchase plan with company match, TFSA & RRSP, electric vehicle subsidy, summer hours and holiday office closure. This role is based in our Sudbury office. We understand no candidate meets every qualification listed. If your experience differs but you believe you can add value to the role, we want to hear from you We are committed to inclusivity and welcome applications from individuals of all abilities. If you need accommodation during the application process, please contact us, and we’ll provide the necessary support. Primary Location Canada Work Locations 31 - Sudbury Corporate Office 9-2140 Regent Street Geoffrey Lake P.Geo Sudbury P3E 5S8 Job Information Technology Organization IT - CFO #J-18808-Ljbffr