Information Technology Service Management Specialist

1 week ago

Oakville, Ontario, Canada Robert Half Full time $60,000 - $90,000 per year

Intermediate ITSM Specialist

We are seeking an experienced ITSM Specialist to join our IT Service Management (ITSM) team. The ideal candidate will have hands-on experience in an ITSM role, a strong understanding of ITIL-based processes, and proven ServiceNow administration skills. This position will focus on overseeing and improving ITSM processes and leveraging ServiceNow to optimize service delivery and support. This is a contract opportunity to start, 4 days a week in office in Oakville, Ontario.

Key Responsibilities:

  • ITSM Process Management
  • Oversee and maintain existing ITSM processes, ensuring alignment with ITIL best practices.
  • Collaborate with business stakeholders to identify opportunities for process improvements and implement scalable, repeatable solutions.
  • Drive process compliance through training, documentation, KPI development, and policy adherence.
  • Escalate process failures to IT leadership and support corrective action plans.
  • Ensure accurate documentation, communication, and adherence to ITSM procedures across the organization.
  • Lead process improvement initiatives and analyze service-affecting issues using data-driven methods.
  • Partner with teams to assess business impact, risks, and conflicts associated with proposed process changes.
  • Develop management reports and KPIs to monitor and optimize ITSM processes.
  • ServiceNow Administration
  • Configure, implement, and administer ServiceNow modules, workflows, catalog requests, scripts, and integrations.
  • Troubleshoot and resolve issues related to ServiceNow upgrades, patch management, and platform security.
  • Maintain up-to-date documentation for ServiceNow configurations and administration.
  • Manage ServiceNow data, tables, and settings, including SLAs, business rules, UI components, catalog items, and notifications.
  • Support technical deliverables, ensure coding quality, and guide platform enhancements and project activities.
  • Document relevant changes and provide necessary training for users and stakeholders.

Qualifications:

  • Previous experience working in an ITSM role, preferably supporting ITIL frameworks.
  • Hands-on experience administering and configuring ServiceNow, including module management, scripting, and integrations.
  • Bachelor's degree in IT, Computer Science, Business, or related discipline, or equivalent experience.
  • ITIL v3 or v4 Foundations certification (ITIL Specialist is an asset).
  • ServiceNow Fundamentals and Administrator certification preferred.
  • Knowledge of business analysis practices is an asset.
  • Familiarity with scripting (JavaScript, XML, HTML), ServiceNow System Definition, UI/Forms, and web services (SOAP, REST).
  • Understanding of authentication approaches (SAML, LDAP, Active Directory) and single sign-on integration.

Skills & Competencies:

  • Strong analytical, problem-solving, and decision-making skills.
  • Ability to implement IT policies, processes, and procedures effectively.
  • High drive for transformation and service improvement.
  • Excellent communication and collaboration abilities.
  • Strong customer service orientation and attention to detail.
  • Self-motivated and able to work independently.
  • Commitment to continuous learning and process optimization.

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