Senior Specialist, ServiceNow ITSM (Incident Management)

Job Requisition ID: 12275

Position Status: Permanent Full Time

Position Type: Hybrid

Office Location: Montreal (QC); Ottawa (ON)

Travel Requirement: Limited

Language Designation: English Essential

Language Skill Levels (Read/Write/Speak): ZZZ

Security Requirement: Secret

Salary: Our salaries generally range from $ 104,180.28 to $ 130,225.36 and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a permanent employee:

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About the role

Join the Infrastructure and Operations team in the Senior Specialist, ServiceNow ITSM (Incident Management) position. In this role, you provide senior level, hands-on expertise to ensure the effective execution and continuous improvement of Incident Management and related IT Service Management (ITSM) processes. With a strong focus on ServiceNow tooling, workflow execution, and data quality, you play a critical role in ensuring Major Incidents are managed consistently, processes operate as designed, and service operations remain stable, reliable, and audit ready.

What you should have:

• Execute and support the full Incident and Major Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
• ServiceNow day-to-day activities:
  • 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.Own day-to-day platform administration and operational support across environments (access controls, data fixes, configuration updates, requirements clarification, deployments, production support), providing expert triage, risk assessment, and stakeholder communication.
  • 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.

What you should have:

• A post-secondary education in Information Technology, Computer Science, or a related discipline (or an equivalent combination of education and experience).
• A minimum of 7 years of progressive experience in IT Service Management, with deep hands-on experience in Incident and Major Incident Management.
• ITIL Foundation certification (required).
• Demonstrated hands-on experience configuring and operating ServiceNow ITSM, particularly Incident and Major Incident Management.
• Strong understanding of ServiceNow workflows, data model, automation, and reporting capabilities
• Experience operating in complex, regulated, or compliance driven environments.
• Proven ability to operate calmly and decisively during high-pressure incident situations, with strong analytical, facilitation skills.
• Strong communication skills to work effectively with technical teams and stakeholders.

It will be great if you also had:

• ServiceNow ITSM or Incident Management certifications:
  • ServiceNow Certified System Administrator.
  • ServiceNow Certified Application Developer.
• Strong ServiceNow development skills (JavaScript, Glide API, Business Rules, Script Includes, Client Scripts).
• Service Catalog and Flow Designer development (Record Producers, Catalog Items, Flows)
• Agile ways of working, development best practices (Update Sets, optimized scripts), and exposure to Major Incident Management in hybrid environments.
• Experience supporting Service Introduction and Operational Readiness activities, including readiness reviews and operational documentation.
• Exposure to Change, Release, or Environment Management within hybrid agile and traditional delivery models.

Posting closing date: Note, the competition will remain active until filled.

Standby and Call Back duties are a requirement of this position and will be subject to CMHC policies, including the Standby and Call Back Pay Procedure.

Our commitment to diversity, equity, and inclusion

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada.

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our mission.

Learn more about our commitment to diversity and inclusion

What happens after you apply

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process. If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!