Information Technology Service Management Consultant

18 hours ago

Montreal, Quebec, Canada Soho Square Solutions Full time $80,000 - $120,000 per year

Job Title:
Senior ITSM Consultant (1-Year Contract, Extendable up to 18 Months)

Location:
Montreal (Day 1 onsite onboarding; in-office presence required 3x/week)

Engagement Type:
Consulting Contract (Initial 12 months, potential extension to 18 months)

Position Summary:

We are seeking an expert-level
IT Service Management (ITSM) Consultant
for a 1-year contract (with possible extension) to support multiple global ITSM initiatives. The consultant will work closely with global ITSM leadership and project stakeholders to execute enterprise-scale projects, drive process improvement, and ensure successful delivery of ITSM solutions.
Deep experience with ServiceNow is required.

Key Responsibilities:

Service Management Implementation:

  • Define requirements and implementation plans for enterprise-wide ITSM tools and technologies, with a strong focus on
    ServiceNow
    .
  • Ensure ITSM processes align with business objectives, regulatory requirements, divisional goals, and organizational policies.

Strategic Incident and Problem Management:

  • Collaborate with ITSM leadership and technology partners to execute strategies that enhance observability, responsiveness, resilience, and reliability.
  • Ensure compliance with Incident and Problem Management procedures and toolsets.

Strategic Change Management:

  • Partner with ITSM leadership and technology teams to implement effective change management strategies and tooling, minimizing business disruption and operational toil.

Continuous Improvement:

  • Identify and drive opportunities for process improvement and optimization within the ITSM framework.
  • Enhance efficiency and effectiveness of IT service delivery across the organization.
  • Foster a culture of continuous improvement and operational excellence.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related discipline.
  • 8+ years of experience
    in IT Operations within global, enterprise-scale environments.
  • Expertise in ITSM frameworks and best practices (
    ITIL
    , Agile, DevOps).
  • Extensive hands-on experience with
    ServiceNow
    ; proficiency with
    AI-driven ITSM modules
    is a strong plus.
  • Experience with reporting and analytics tools (e.g.,
    PowerBI
    ,
    Tableau
    ) is a plus.
  • Exceptional problem-solving and analytical skills.
  • Strong communication and interpersonal skills, with proven ability to work effectively with globally distributed teams and stakeholders.
  • Track record of managing multiple priorities and delivering results in fast-paced, dynamic environments.

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