IT Problem Coordinator

6 days ago

Montreal, Quebec, Canada NOVIPRO Full time $60,000 - $90,000 per year

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, 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.
  • Facilitate technical collaboration with subject matter experts (SMEs) across infrastructure, SAP, and operations.
  • 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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