IT Problem Coordinator

3 days ago

Montréal, Canada NOVIPRO Full time

NOVIPRO is supporting a major organization in the manufacturing sector in the search for an **ITSM Problem Coordinator** for a high-impact contractual mandate. The company operates globally across multiple sites, with a complex IT environment that includes large-scale SAP systems.

**Key Terms and Work Conditions**:

- **Job Type**: Contract

- **Duration**: Until May 1st, 2026 (6-month term)

- **Location**: Hybrid model - 50% on-site in Montreal

- **Schedule**: 35 hours per week

- **Languages Required**: Fully bilingual in English and French, both spoken and written

**Responsibilities**:
The ITSM Problem Coordinator is accountable for overseeing the end-to-end lifecycle of IT problems, ensuring efficient resolution and root cause analysis, while actively driving continuous service improvement. Working collaboratively with cross-functional IT teams, service providers, and business units, the individual ensures recurring issues are addressed to reduce incident volume and improve operational stability.

**Core Duties**:

- Coordinate all phases of the problem lifecycle and serve as the owner of assigned problem records.

- Support the Problem Manager in investigations and in the development of resolution strategies.

- Validate incoming problem records for relevance and completeness.

- Analyze related incidents across business services to identify patterns and recurring issues.

- Lead root cause analysis (RCA) sessions and ensure permanent resolution strategies are implemented.

- Ensure proper documentation of known errors and publish workaround procedures.

- Coordinate risk assessments for implementing or deferring fixes.

- Improve the efficiency and quality of the Problem Management process.

- Drive standardization and knowledge-sharing across IT teams.

- Collaborate with Change Management to implement permanent solutions when required.

**Required Expertise**:

- Minimum 5 years of experience in IT Problem Management, IT Support, or IT Operations.

- Advanced knowledge of the ITIL framework and processes.

- Demonstrated experience working within SAP environments.

- Solid understanding of enterprise IT infrastructure: servers, networks, and database systems.

- Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.

**Assets**:

- Formal ITIL certification.

- Familiarity with SAP Basis components and system architecture.

- Experience in project coordination or management.

- Background in large, multisite companies in sectors such as transportation, automotive, or aerospace.

- Experience in organizations operating across multiple continents.

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