IT Service Management & Analytics Specialist

Summary:

• Location: Montreal (day 1 onboarding onsite / in-office presence required 3x/week)
• Duration: 12 Months
• Years of experience: Minimum 5 years

Responsibilities:

• Coordinate Incident, Problem, Change, and Service Management activities across Cyber and IAM platforms.
• Monitor service performance and operational metrics to identify trends, recurring issues, control gaps, risk indicators, and improvement opportunities.
• Develop and maintain dashboards, KPIs, executive reporting, and operational insights using Power BI, Excel, ServiceNow, and related reporting technologies.
• Analyze operational data and translate findings into clear, actionable recommendations for technical teams and senior stakeholders.
• Drive and coordinate cross-functional initiatives involving Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business teams.
• Facilitate governance forums, service reviews, operational reviews, and management reporting processes.
• Identify opportunities to improve service management processes, workflows, controls, reporting, and operational efficiency through automation and process optimization.
• Use approved AI-enabled productivity tools to enhance research, analysis, documentation, reporting, knowledge management, and operational efficiency.
• Apply effective AI prompting and validation techniques to improve the quality and efficiency of AI-assisted work while maintaining appropriate governance and oversight.
• Support audit, regulatory, risk, and compliance activities through controls management, evidence collection, documentation, issue tracking, and reporting.
• Document business and operational requirements, processes, procedures, controls, and service management standards to improve consistency and scalability.

Requirements:

• Strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Service Management.
• Experience working with ServiceNow or a comparable enterprise ITSM platform.
• Strong analytical and critical-thinking skills with experience analyzing operational, service, or performance data.
• Experience developing dashboards, KPIs, reports, and management-level operational insights.
• Proficiency with Power BI and Excel or comparable business intelligence and analytics tools.
• Strong project coordination, organizational, and stakeholder management capabilities.
• Ability to work effectively across technical, risk, control, audit, and business teams.
• Strong written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders.
• Ability to manage competing priorities and drive initiatives across multiple teams.
• Experience with Microsoft 365 collaboration tools such as SharePoint and Teams.

Preferred Skills:

• Experience supporting Cybersecurity, Identity & Access Management, Infrastructure, or other technology operations environments.
• Experience with Snowflake, SQL, data warehousing, or other enterprise data and analytics platforms.
• Familiarity with ITIL principles or ITIL certification.
• Experience with operational risk, controls, audit, or regulatory processes.
• Experience identifying and implementing workflow automation or process improvement opportunities.
• Practical experience using enterprise AI-enabled tools such as Microsoft Copilot, ChatGPT, Claude, or similar technologies for analysis, reporting, documentation, or productivity.
• Familiarity with prompt design, AI-assisted analysis, and validation of AI-generated outputs.

This role is for an existing vacancy.