Title:  Senior IT Service Management Advisor

Resume Due Date: Tuesday, June 17, 2025 (5:00PM EST)              Number of Vacancies: 2
Level:  MP4 - up to $95/hr Incorp 
Duration: 12 Months
Hours of work:     35
Location: 889 Brock Road (Hybrid – 2 days Remote)

Job Overview

The Senior IT Service Management Advisor is a highly skilled Major Incident Commander responsible for leading and enhancing IT Service Management practices across the organization. This role ensures compliance with ITIL-based processes for incident, request, problem, change, knowledge, and release management, while promoting adoption, enabling tool capabilities, and driving service excellence. As the central authority during major incidents, the Senior ITSM Advisor facilitates resolution bridges, leads cross-functional collaboration, provides timely executive-level updates, and serves as a critical escalation point for internal teams and external vendors. They work closely with management to meet or exceed service benchmarks, minimize business disruption, and maintain stakeholder confidence. Additionally, the Senior ITSM Advisor supports the IT Service Management Office by backfilling key ITSM process roles as needed, contributing to operational resilience and continuous improvement.

JOB DUTIES

• Improve ITSM efficiency and compliance by maintaining and optimizing in-scope practices, resulting in increased process adherence and streamlined
• service delivery.
• Increase process clarity and team competency through effective facilitation of ITSM Practice meetings and continuous improvement initiatives
• within ServiceNow.
• Reduce incident resolution times and enhanced customer satisfaction by leading cross-functional ticket management and incident coordination
• efforts.
• Boost platform reliability and uptime by coordinating with technical teams to resolve complex infrastructure and system issues.
• Optimize ITSM tools and workflows through the application of Lean methods, driving measurable improvements in service delivery.
• Ensure timely issue resolution and service continuity by independently prioritizing and executing critical tasks under pressure.
• Improve ITSM performance metrics by analyzing data trends and implementing targeted mitigation strategies.
• Enhance process effectiveness and staff capabilities by delivering expert guidance on Service Transition and Service Operation functions.
• Increase understanding and adherence to ITSM processes through creation and presentation of targeted communication and training materials.
• Strengthen service quality and operational resilience by ensuring ITIL-compliant process execution.
• Improve vendor performance and incident resolution times by proactively collaborating with third-party service providers.
• Minimize business disruption and ensured timely recovery by leading Major Incident Bridges and maintaining detailed incident documentation.
• Accelerate resolution during outages by fostering clear, aligned cross-functional communication and collaboration.
• Increase long-term system stability by driving root cause analyses and implementing preventative solutions.
• Ensure real-time responsiveness and minimized impact by executing swift actions during IT emergencies.
• Maintain stakeholder confidence and alignment by translating complex technical issues into clear, actionable updates during Major Incidents.
• Enable informed executive decision-making by delivering high-quality reports detailing incident impact and resolution progress.
• Increase service stability and audit readiness by aligning Major Incident processes with ITIL standards and governance frameworks.
• Enhance escalation workflows and process effectiveness through active participation in ITSM process improvement initiatives.
• Reduce repeat incidents and improved service availability by identifying and addressing recurring problems through data­ driven analysis.
• Strengthen future incident response by leading post-incident reviews and embedding lessons learned into operations.
• Cultivate a high-performing, improvement-oriented culture by promoting cross-functional collaboration and continuous service enhancement.

Qualifications

EDUCATION

• Role requires knowledge of Major Incident Management and ITSM processes. Facilitating ITIL-based service management practices. Ensuring
• compliance with ITSM frameworks, governance, and IT policies. Providing guidance and consultation on IT Service Management (ITSM)
• methodologies. This knowledge is considered to be normally acquired either through the successful completion of a four-year university degree in
• Business, Information Systems, or by having the equivalent level of education in a related field. ITIL 4 foundation Certification required (Managing
• Professional or Strategic Leader preferred). Project Management Professional (PMP) or PRINCE2 an asset. Other IT Service Management frameworks
• (such as ISO/IEC 20000, 27000, 9000, COBIT, and Six Sigma) are an asset

EXPERIENCE

• The role requires experience in IT Service Management (ITSM) practices, with a solid understanding of ITSM frameworks, processes, and the ability to work independently under pressure. Requires strong organizational, prioritization, time management, analytical and problem­ solving abilities, as well as excellent verbal and written communication skills.
• Requires extensive technical knowledge in computer hardware/software maintenance, experience managing Major Incidents in enterprise IT environments, and a strong understanding of ServiceNow or similar platforms.
• The ability to lead crisis response efforts, make high-impact decisions, drive incident resolution, and facilitate structured and efficient Major Incident calls is essential. The role also demands decisiveness, proactivity, and comfort in high-stakes environments, with a deep understanding of ITIUITSM frameworks, particularly Incident, Problem, and Change Management.
• Proficiency in MS Office, PowerPoint, Project, and Visio is required.
• Experience in regulated or public sector environments, with knowledge of compliance standards like PHIPA, FIPPA, PCI-DSS, and ISO 27001, is considered an asset.
• A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.

SUPPLEMENTARY NOTES

• ITIL 4 Certification & Best Practices - This position will involve leveraging ITIL 4 best practices to guide Incident & Major Incident Management, requiring ITIL 4 Foundation certification (or higher) to ensure process alignment with industry standards.
• ServiceNow Expertise & Incident Module - This position will involve extensive expertise in ITSM platforms (i.e. ServiceNow), specifically the Incident Management module, to configure, optimize workflows, and enhance automation for efficient incident resolution.
• Process Ownership & Maturity - This position will involve owning and governing the Incident & Major Incident Management processes, driving ITSM maturity, process standardization, and continuous improvement aligned with ITIL best practices.
• Major Incident Leadership & 24/7 Response - This position will involve serving as a Major Incident Commander in a 24/7 rotation, leading service restoration efforts for P1/P2 outages, minimizing business impact, ensuring timely and effective stakeholder communications.
• Metrics, Reporting & Compliance - This position will involve defining and tracking KPls, SLAs, and OLAs for Incident Management, providing executive-level reporting while ensuring compliance with regulatory and audit requirements.
• Collaboration & Stakeholder Engagement - This position will involve partnering with IT teams, service desk, infrastructure, application support, and business units to ensure seamless incident handling, clear escalation paths, and process adherence.
• Continuous Improvement & Automation - This position will involve enhancing incident resolution efficiency through automation, post-, incident reviews, and alignment with Problem Management to reduce recurring issues and improve service stability.
• ServiceNow Tool Administration - This position will involve extensive understanding and leading the implementation and maturation of the ServiceNow ITSM tool, including CMDB administration, Service Catalog data accuracy, KPI reporting using Platform Analvtics. and coordination with consultants and stakeholders to ensure successful deolovment and orocess intearation across all ITSM process streams.
• This position may require you to be assigned to a Temporary Work Headquarters until such time as you are directed by your manager to report to the GHQ building