Senior Incident & Problem Management Specialist (ITSM)
Canada Mortgage and Housing Corporation
- Montreal, QC
- $104,180-130,225 per year
- Permanent
- Full-time
- Annual Paid vacation.
- Annual individual performance incentive.
- Defined benefit pension plan.
- Comprehensive group insurance plan to support your well-being from day one.
- Support towards your personal and professional growth with training, mentorship and more.
- An inclusive workplace culture and environment.
- While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.
Join the Infrastructure and Operations Team, in the Senior Incident & Problem Management Specialist (ITSM) position. In this role, you will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, with a primary focus on ServiceNow tooling, workflow execution, data quality, and operational reliability.
You will also play a critical operational role by maintaining process integrity, optimizing workflows, ensuring accurate and actionable operational data, and supporting continuous improvement through analysis and execution.What you'll do:
- Execute and support the full Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
- Act as Major Incident Commander for high impact incidents, facilitating incident bridges, coordinating technical teams and vendors, and ensuring timely service restoration.
- Maintain accurate incident timelines, communications, and documentation during and after incidents, ensuring data quality and audit readiness.
- Ensure post incident reviews are completed, root cause information is captured, and corrective actions are documented, tracked, and followed through.
- Configure, maintain, and optimize Incident and Major Incident Management capabilities in ServiceNow, including workflows, templates, automation, dashboards, and reporting.
- Ensure data quality, categorization, prioritization logic, and SLA integrity across all incident records.
- Analyze incident trends, recurrence patterns, SLA performance, and operational risks, providing data driven insights and recommendations for problem management and continuous improvement.
- Act as an operational subject matter expert, providing hands on guidance to delivery teams, platform teams, and shared services on correct incident and ITSM process execution.
- A postsecondary education in Information Technology, Computer Science, or a related discipline. An equivalent combination of education and/or experience can be considered.
- ITIL Foundation is required.
- A minimum of 7 years of progressive experience in IT Service Management, with deep hands-on experience in Incident and Major Incident Management.
- Demonstrated hands-on experience configuring and operating ServiceNow ITSM, particularly Incident and Major Incident Management.
- Strong understanding of ServiceNow workflows, data model, automation, and reporting.
- Experience operating in complex, regulated, or compliance driven environments.
- Proven ability to operate calmly and decisively during high pressure incident situations.
- Strong analytical, facilitation, and communication skills in both official languages (English and French), with the ability to influence without direct authority.
- Hands on experience with ServiceNow beyond standard incident handling, including Major Incident configuration and execution, dashboarding, performance reporting, and workflow automation.
- Advanced ITIL or IT Service Management (ITSM) certifications, and ServiceNow ITSM or Incident Management certifications.
- Experience supporting Service Introduction and Operational Readiness activities.
- Experience coordinating vendors and managed service providers during incidents and service disruptions.