ITSM ADVISOR

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few   

• 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

• A hybrid work model that truly balances work and personal life

• Opportunities for learning, training and development, and much more... 

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.

They serve as a reference point for ITSM processes and ensure alignment between business needs, ITIL best practices, and the capabilities offered by the ServiceNow platform. They work closely with development teams, service owners, operational stakeholders, and support teams to define, prioritize, and implement platform improvements.

The incumbent also plays an active role in the operational governance of incident, change, and problem management processes.

CHALLENGES TO BE MET

Evolution of ServiceNow ITSM Modules

• Ensure the vision and functional evolution of ITSM processes in ServiceNow.
• Identify opportunities to improve practices and workflows.
• Gather, analyze, and document business needs.
• Manage and prioritize the ITSM enhancement product backlog.
• Act as the main point of contact between operational teams and ServiceNow technical teams.
• Act as the functional lead for ServiceNow ITSM modules by defining business needs, prioritizing improvements, and working with development teams on implementation.
• Ensure functional governance of ServiceNow ITSM modules by defining business needs, prioritizing improvements, drafting functional requirements, and collaborating with development teams to deliver them.
• Participate in solution design and validate alignment with stated needs.
• Support functional testing (UAT) and validate deliverables before production release.

ITSM Governance and Continuous Improvement

• Maintain and evolve management processes for:
  • incidents;
  • changes;
  • problems;
  • service requests.
• Define and monitor key performance indicators (KPIs) associated with ITSM processes.
• Produce recommendations to improve the quality and efficiency of IT services.

Operational Management

• Participate in the coordination of major incidents when required.
• Lead or support post-incident reviews (PIRs).
• Contribute to the monitoring of recurring problems and coordinate problem management activities when required.
• Support governance of the change management process and ensure CAB activities when required.
• Coach and advise managers and support teams on the application of and compliance with ITSM processes.

WHAT WE ARE LOOKING FOR

Required Qualifications

• University or college diploma in computer science, technology management, or a related field.
• 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).
• Strategic mindset and continuous improvement orientation.
• Excellent analytical and problem-solving skills.
• Excellent facilitation and communication skills.
• Ability to influence without formal authority.
• Client-focused approach with a strong focus on business value.
• Leadership and ability to work with multiple stakeholders.

Preferred Qualifications

• ITIL 4 Foundation or higher.
• ITIL 4 Specialist: Create, Deliver and Support.
• Certified Scrum Product Owner (CSPO).

Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at [email protected].

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.