Senior Specialist, ServiceNow ITSM (Incident Management)

Responsibilities

• Execute and support the full Incident and Major Incident Management lifecycle, including triage, prioritization, and resolution.
• Design, build, and optimize ServiceNow solutions such as Business Rules, Script Includes, Client Scripts, and Flows.
• Act as Major Incident Commander for high-impact incidents, facilitating technical bridges and coordinating vendor response.
• Manage day-to-day platform administration, including access controls, configuration updates, and deployments via Update Sets.
• Drive root-cause analysis, conduct post-incident reviews, and ensure corrective actions are documented and tracked.
• Monitor operational performance, incident trends, and SLA compliance to provide insights for continuous improvement.

Requirements

• Post-secondary education in Information Technology, Computer Science, or a related discipline.
• Minimum of 7 years of progressive experience in IT Service Management (ITSM).
• ITIL Foundation certification.
• Hands-on experience configuring and operating ServiceNow ITSM, specifically Incident and Major Incident Management.
• Fluency in both English and French.
• Ability to operate calmly and decisively during high-pressure incident situations.

Preferred Qualifications

• ServiceNow Certified System Administrator or Certified Application Developer.
• Strong development skills in JavaScript and the Glide API.
• Experience with Service Catalog and Flow Designer development.
• Knowledge of Agile ways of working and development best practices.

Benefits

• Annual paid vacation and individual performance incentives.
• Defined benefit pension plan.
• Comprehensive group insurance plan.
• Support for personal and professional growth through training and mentorship.
• Inclusive workplace culture.

About the Company

CMHC is a mission-driven organization dedicated to contributing to a well-functioning housing system. We thrive on collaboration, trust, and accountability to make a meaningful difference in the communities we serve.