BDC
ITSM ADVISOR
Montreal
Sponsorship not specifiedDetected 1 day ago
AccessibilityProduct ManagementAgileManual TestingLeadershipCommunicationProblem Solving
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16Unrated
Cap-exempt (no lottery)0
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Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- Ensure the vision and functional evolution of ITSM processes in ServiceNow.
- Identify opportunities to improve practices and workflows.
- Act as the main point of contact between operational teams and ServiceNow technical teams.
Responsibilities
- Manage and prioritize the ITSM enhancement product backlog.
- Participate in solution design and validate alignment with stated needs.
- Support functional testing (UAT) and validate deliverables before production release.
- Ensure functional governance of ServiceNow ITSM modules by defining business needs, prioritizing improvements, drafting functional requirements, and collaborating with development teams to deliver them.
- Lead or support post-incident reviews (PIRs).
- Coach and advise managers and support teams on the application of and compliance with ITSM processes.
Requirements
- Minimum of 5 to 8 years of experience in IT service management.
- Significant experience with ServiceNow ITSM.
- Hands-on experience in incident, change, and problem management.
- Experience in an environment governed by ITIL best practices.
- Strong knowledge of ITSM processes (incident, problem, change, service request).
- Ability to influence without formal authority.
- Leadership and ability to work with multiple stakeholders.
- Participate in the coordination of major incidents when required.
- Contribute to the monitoring of recurring problems and coordinate problem management activities when required.
Nice to have
- ITIL 4 Foundation or higher.
- Certified Scrum Product Owner (CSPO).
- If you require an accommodation to complete your application, please do not hesitate to contact us at accessibility@bdc.ca.
- While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.
Benefits
- In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
- Opportunities for learning, training and development, and much more...
Company info
- Explore the BDC Way in our Culture Book POSITION OVERVIEW The ITSM Advisor acts as a functional expert and is responsible for the evolution of ServiceNow ITSM modules, including incident, request, change, and problem management.
This listing is sourced directly from BDC's careers page and normalized into a canonical job model.