ITSM Change & Problem Management Specialist

Description

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Purpose Of Position
To ensure stable, reliable IT services by coordinating end-to-end Change Management processes and driving proactive Problem Management practices with a focus on minimizing service disruption, identifying
root causes of recurring issues, improving process maturity, and ensuring compliance with IT governance standards (e.g., ITIL, organizational policies).

To work closely with infrastructure, application support, cybersecurity, vendors, and business stakeholders to minimize disruption to business operations and prevent recurring incidents.

Key Responsibilities

Change Management

• Leads and coordinates the full lifecycle of IT changes (Standard, Normal, Emergency) across FSRA enterprise systems, business applications and infrastructure.

• Leads Change Advisory Board (CAB) meetings; ensure risk, impact, and readiness assessments are clearly documented.

• Ensures all changes follow organizational IT governance, approvals, scheduling, and communication protocols.

• Oversee and enforce adherence to ITSM processes to ensure MCBS initiative production changes align with organizational governance, approvals, scheduling, and communication standards.

• Develops and maintains the IT Change Calendar enterprise wide and ensure alignment with release management cycles and business blackout periods.

• Tracks and reports change metrics (success rate, rollback rate, emergency change volume).

• Identifies opportunities to automate and streamline change workflows.
  

Problem Management

• Owns the end-to-end Problem Management process, including problem detection, logging, prioritization, and assignment.

• Conducts Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, and Pareto.

• Develops problem records, corrective action plans, and long-term remediation recommendations.

• Support Problem Management for MCBS initiative by identifying, analyzing, and documenting recurring incidents, facilitating root cause analysis, and ensuring effective resolution to prevent future issues.

• Works closely with Incident Management to identify recurring incidents and trends.

• Monitors vendor performance related to RCA and permanent fixes.

• Drives proactive Problem Management by identifying potential service failures and recommending preventive actions.

• Tracks and publishes problem management KPIs (mean time to resolution, repeat incident reduction, aging problem records).
  

Governance, Quality & Continuous Improvement

• Maintains and updates ITSM policies, SOPs, and process documentation.

• Ensures compliance with ITIL practices, audit requirements, and corporate governance policies.

• Provides training and process coaching to technical teams and business stakeholders.

• Participates in IT service reviews and contributes to continual service improvement initiatives.

• Identifies systemic risks and escalates appropriately.

• Design, implement, and maintain automated workflows to streamline ITSM processes, including Change, Incident, and Problem Management.

• Identify opportunities for process automation to reduce manual effort, improve accuracy, and accelerate service delivery.

• Collaborate with IT teams and business stakeholders to integrate automation solutions within ITSM tools (e.g., ServiceNow, Jira, Avanti).

• Monitor and measure the effectiveness of automated workflows, recommending enhancements to optimize performance and efficiency.

• Evaluate emerging technologies, including AI and machine learning, for potential application in ITSM processes.

• Support knowledge transfer and training to ensure IT teams can effectively use automated workflows and tools.

• Ensure that automated processes comply with IT governance, audit, and organizational policies.

Qualifications

Education & Experience

• Certifications in ITIL Intermediate modules, COBIT, or Lean/Six Sigma, an asset.

• 8+ years of experience in IT Service Management (ITSM) with direct responsibility for Change and/or Problem Management.

• Proven experience facilitating CAB meetings and leading RCA sessions.

• Experience working in environments using ITSM tools (e.g., ServiceNow, Jira, Avanti).

• Experience working with external vendors and third-party service providers.

• Experience designing and implementing automation workflows to streamline ITSM processes.

• Exposure to innovative technologies, including AI-driven solutions, to improve service delivery and efficiency.

Knowledge and Skills

• Strong knowledge of ITIL v4, especially Incident, Problem, and Change Management. ITIL Foundations certification preferred.

• Solid understanding of infrastructure, application support, and enterprise IT operations.

• Experience in a regulated or compliance-driven environment (financial services, insurance, public sector).

• Knowledge of Release Management, Configuration Management (CMDB), and Incident Management.

• Excellent communication and stakeholder management skills.

• Strong analytical, problem-solving, and critical-thinking ability.

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Compensation Grade:

Grade 06-AMAPCEO

Compensation Range:

$82,217.00

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$121,155.00

Bargaining Unit:

AMAPCEO

Job Code:

Job Code: 6A001F

Employment Type:

Regular

Scheduled Weekly Hours:

36.25

FSRA is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Accommodation is available under the Ontario Human Rights Code.

NOTE: ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED