Service Integration Specialist

Service Integration Specialist

Take a central role

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.

Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada

Find out more about the next steps in our Recruitment process.

What you will do
Reporting to the Assistant Director, Supplier and Service Management, you will work in a collaborative and engaging environment alongside the IT Asset Management, IT Business Support, IT Contract Management, and IT Vendor Management teams. As a Service Integration Specialist, you will coordinate and integrate IT services delivered by multiple internal teams to ensure seamless end-to-end service delivery. You will also leverage AI and automation technologies to design, develop, and implement solutions that improve operational efficiency, enhance Supplier and Service Management processes, support data-driven decision-making, and deliver actionable insights.

Your main responsibilities will be:

• Design, develop, and implement AI-driven solutions, including AI agents and automation workflows, to improve Supplier and Service Management outcomes and support informed, data-driven decision-making
• Identify and implement end-to-end automation opportunities to streamline workflows, reduce manual effort, improve service delivery, and orchestrate AI-enabled processes across platforms to drive scalable, efficient operations
• Act as a central point of contact for service integration activities, facilitating collaboration across IT and business stakeholders
• Support incident, problem, change, service catalog, and request fulfillment practices, ensuring effective coordination across service and support teams
• Develop and maintain service integration processes, procedures, governance frameworks, and documentation aligned with ITIL best practices
• Analyze service trends, performance data, and operational metrics to identify improvement opportunities and recommend corrective actions
• Contribute to governance, compliance, audit, and risk management activities related to service delivery and operational processes
• Enable adoption of AI and analytics capabilities through collaboration, knowledge sharing, and upskilling, while defining and tracking metrics to continuously improve AI solutions and deliver measurable business value

What you need to succeed
You demonstrate curiosity for emerging AI capabilities and the ability to connect business, data, and technology domains to deliver practical solutions. You are a strong communicator who can effectively engage both technical and non-technical audiences and possess excellent analytical, organizational, and problem-solving skills. You can manage competing priorities with minimal oversight and thrive as a collaborative team player and proactive self-starter committed to continuous improvement and driving positive change.

IT Service Management Expertise

• Demonstrated experience working in IT Service Management, Service Integration and Management (SIAM), or Service Delivery Management environments
• Solid understanding of ITIL practices, including Incident, Problem, Change, Service Catalog, Request Fulfillment, and Service Level Management processes
• Knowledge of project management principles and practices, with the ability to effectively plan, coordinate, and deliver initiatives and cross-functional engagements

Applied AI and Data Expertise

• Demonstrated ability to analyze complex problems, identify automation and insight-generation opportunities, and design, develop, and implement scalable AI-enabled solutions that address business needs and deliver measurable value
• Strong understanding of data quality, governance, and stewardship practices required to support enterprise AI and analytics initiatives
• Proven ability to translate business needs into practical AI-enabled solutions and successfully deliver them from concept through implementation
• Knowledge of responsible AI principles, data privacy requirements, and governance practices within enterprise or regulated environments

Nice-to-have

• ITIL Foundation certification
• Project Management certification (PMP, PRINCE2)
• Experience working with Microsoft technologies, including Microsoft 365, GitHub Copilot, Copilot Studio, Power Platform, Azure, and related AI, automation, analytics, and data platforms
• Experience working with ServiceNow

Your education and experience
This position requires a college diploma or bachelor’s degree in commerce, computer science, information technology, project management, or related discipline, and a minimum of five (5) years of relevant experience in IT Service Management (ITSM)

A combination of education and experience may be considered.

Innovative Mindset

We value candidates who demonstrate adaptability, curiosity, and a willingness to learn new technologies, including AI and digital tools. We seek individuals who can think critically about data, question existing processes, and find ways to simplify our work while embracing change and new ways of doing things.

Language requirement
The Bank’s work environment is conducive to the use of both of Canada’s official languages - English and French. The position language requirement is Level 5 (Fully Functional). If a qualified candidate who meets the language requirement of the position is not found, a qualified candidate who does not meet the language requirement may be considered. Training may be provided to help reach the required level. Both bilingual and unilingual candidates are encouraged to apply.

What you need to know

• • Priority will be given to Canadian citizens and permanent residents
  • Security level required: Be eligible to obtain Reliability
  • There will be no relocation assistance provided
  • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

Hybrid Work Model

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a portion of each month as part of the Bank’s hybrid work model, and they are expected on site at the Bank location a minimum of 12 days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.

What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider.

• • Salaries are based on qualifications and experience and typically range from $111,055 to $130,650 (job grade 17)
  • The Bank offers an incentive for successfully meeting expectations at 7 to 10% of your base salary. The Bank offers additional performance pay (5%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
  • Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
  • Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
  • Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.