We are seeking a Bilingual Senior Specialist, ServiceNow ITSM (Incident Management) to join our Infrastructure and Operations team. The successful candidate will provide senior level expertise in executing and improving Incident Management and related IT Service Management processes. The role requires strong ServiceNow tooling and workflow execution skills, as well as experience in IT Service Management and Incident Management. The ideal candidate will be able to work calmly and decisively during high-pressure incident situations and have strong communication skills in both official languages.
Requirements
- Execute and support the full Incident and Major Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
- Design, build, and optimize ServiceNow solutions end-to-end (Business Rules, Script Includes, Client Scripts, Catalog Items, UI Policies, Flows), ensuring scalability, maintainability, and alignment to ITSM/Incident Management process intent.
- Lead release packaging and deployments using Update Sets (and related promotion controls), ensuring peer review, documentation, testing evidence, back-out planning, and traceability through the full delivery lifecycle.
- Drive root-cause analysis and resolution of complex defects; support platform upgrades and patches; enforce development standards through code reviews, performance/security best practices, and coaching/mentoring of junior resources.
- Act as Major Incident Commander for high impact incidents, facilitating incident bridges, coordinating technical teams and vendors, and ensuring timely restoration of service.
- Maintain accurate incident timelines, communications, documentation, and escalation of enterprise, executive, or risk related issues as required.
- Ensure post incident reviews are completed, root cause information is captured, and corrective actions are documented and tracked.
- Ensure data quality, categorization, prioritization logic, SLA integrity, and operational reliability across all incident records.
- Execute and support incident related ITSM processes, including Service Escalation, Service Introduction, and Operational Readiness activities, maintaining process documentation, runbooks, and playbooks.
- Monitor and analyze operational performance, incident trends, SLA compliance, recurrence patterns, and operational risks, providing operational insights and recommendations to governance forums, Operations Control, and continuous improvement initiatives.
Benefits
- Annual Paid vacation
- Annual individual performance incentive
- Defined benefit pension plan
- Comprehensive group insurance plan
- Support towards personal and professional growth with training, mentorship and more
- Inclusive workplace culture and environment
