Senior ITSM Consultant in Québec

Position Summary:

We are seeking an expert-level IT Service Management (ITSM) consultant for an 18-month assignment supporting multiple global ITSM initiatives. The consultant will work closely with the 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:

• Collaborate to define requirements and implementation plans for enterprise-wide ITSM tools and technologies, with a focus on ServiceNow.
• Ensure ITSM processes are integrated with business objectives, regulatory requirements, divisional goals, and firm policy.

Strategic Incident and Problem Management:

• Collaborate with ITSM leadership and technology partners to execute strategies that enhance observability, responsiveness, resilience, and reliability.
• Ensure consistent 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.
• Collaborate on initiatives to enhance the 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.
• Minimum 8 years of experience in IT Operations, with significant exposure to global, enterprise-scale environments.
• Demonstrated expertise in ITSM frameworks and best practices (ITIL, Agile, DevOps).
• Extensive hands-on experience with ServiceNow; proficiency with agentic AI modules for ITSM functions 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 a proven ability to work effectively with diverse, globally distributed teams and stakeholders.
• Track record of managing multiple priorities and delivering results in fast-paced, dynamic environments.