Information Technology Service Management Specialist

2 weeks ago

Oakville, Ontario, Canada Robert Half Full time

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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