Senior ITSM Specialist
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The Senior ITSM Specialist is responsible for designing, implementing, and continuously improving IT Service Management (ITSM) processes across the organization. This role acts as a subject matter expert on ITIL-aligned practices, owns key service management processes end-to-end, and partners with IT, business stakeholders, and vendors to ensure reliable, efficient, and compliant delivery of IT services.
Please note that this position can be based anywhere in Canada; however, priority will be given to candidates in the Greater Montreal area, where our headquarters are located.
What you will accomplish with us:
Process Ownership & Governance
- Own and mature core ITSM processes: Incident, Problem, Change, Request Fulfillment, Configuration (CMDB), Service Catalog, Knowledge, and SLA/OLA management
- Define and maintain process documentation, workflows, RACI matrices, and policies
- Conduct regular process health checks and drive continuous service improvement (CSI) initiatives
Tool Administration & Configuration
- Administer and configure the ITSM platform (e.g., ServiceNow, Jira Service Management, BMC Helix, Cherwell)
- Build and optimize workflows, forms, business rules, approval chains, and automation
- Manage integrations with monitoring, CMDB, HR, and other enterprise systems
Incident & Problem Management
- Drive root cause analysis (RCA) and post-incident reviews (PIRs)
- Track problem records to resolution and ensure knowledge articles are updated
Change & Release Management
- Chair or support the Change Advisory Board (CAB)
- Review and risk-assess change requests; ensure proper approvals and scheduling
- Monitor change success rates and identify recurring failure patterns
Reporting & Metrics
- Define and report on KPIs/SLAs (MTTR, MTTA, first-call resolution, backlog aging, CSAT)
- Build dashboards for leadership visibility into service health
- Identify trends and recommend corrective actions
Stakeholder Management & Training
- Liaise between IT teams, business units, and third‑party vendors
- Train and mentor junior service desk and ITSM staff
- Communicate process changes and gather feedback for adoption
Compliance & Risk
- Ensure alignment with ITIL 4 best practices, internal audit, and regulatory requirements (e.g., SOX, ISO 20000, GDPR where applicable)
- Support audit readiness with accurate documentation and evidence
What You Bring to Our Team:
Required Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- 5-8+ years in IT Service Management, with at least 2-3 years in a senior/lead capacity
- ITIL 4 Foundation certification required; Intermediate/Managing Professional preferred
- Hands-on expertise with a major ITSM platform (ServiceNow strongly preferred in most markets)
- Strong understanding of ITIL processes, SLA management, and service catalog design
- Experience with CMDB structure and configuration item relationships
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) or equivalent
- Experience with Agile/DevOps integration into ITSM (e.g., Jira-ServiceNow bridges)
- Exposure to AIOps, automation/orchestration tools, or chatbots for self‑service
- Project or program management experience (PMP, Scrum Master a plus)
- Bilingual french and english
Base Salary Range: $100,000 - $120,000 annually
Supplemental Pay Types: Annual bonus
The final salary will be determined based on the candidate’s skills and experience, in compliance with applicable regulations.
Competitive Benefits: In addition to a rewarding career within our team, we offer
- Medical and dental coverage from day one, along with short and long-term disability protection
- Contribution to a collective registered retirement savings plan upon starting your role.
- Wellness spending account
- An employee assistance program including psychological, financial, and legal support.
- Access to telemedicine from the beginning of your employment.
- Reimbursement of professional association membership fees.
- Early vacation program.
- Work-life balance supported through a hybrid work policy.
For more than 70 years, we've been making a difference, in every degree.
At Master, our people are the driving force behind our success. As Canada's largest HVAC-R distributor and one of North America's industry leaders, we're proud to bring together more than 2,000 employees across nearly 100 locations i