Account Service Advisor - Service Management - FTR

NTT DATA, Inc.; Burnaby; On-site; CAD 102,000 - 125,000; Full time

Job summary

NTT DATA BCU, Inc. in Burnaby, BC, is seeking an Account Service Advisor - Service Management - FTR to join our team. You will oversee service delivery processes, lead ITSM initiatives, and coordinate incident ownership and client management on a 24x7 basis.

The role emphasizes ITIL practices, ServiceNow administration, and leading process improvements across delivery teams. A strong background in ITSM and related certifications is preferred, with a path to MP/PM roles within a large services

Qualifications

• Typically requires 8+ years Service Management experience.
• Undergraduate degree or equivalent combination of education and work experience.
• ITIL4 Foundations Certification
• Experience with ServiceNow ITSM and ITIL processes
• Strong written and verbal communication skills

Responsibilities

• Handles diverse issues and leads projects contributing to company success.
• Owns one or more service delivery processes and manages them in a standard environment.
• Leads continuous improvement activities in support of client or internal processes.
• Oversees ITIL-based service support and client account management on a 24x7 basis.
• Coordinates incident ownership, problem, change and service level management activities.

Skills

ServiceNow ITSM

ITIL processes

Ability to analyze ITSM functions

Strong written and verbal skills

Process documentation

Experience building or maturing ITSM

Education

Undergraduate degree or equivalent

ITIL4 Foundations Certification

ITIL Managing Professional (MP)

ServiceNow Certified System Administrator (CSA)

DevOps / Lean Sigma / PMP certifications

Job description

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union. NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a Account Service Advisor - Service Management - FTR to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Accountabilities

• Handles diverse issues and lead projects that contribute to the company's success.
• Leads high-level service delivery processes and associated projects and may allocate work to others
• Owns one or more service delivery processes.
• Manages service delivery processes in a standard service delivery environment.
• Leads continuous improvement activities in support of client or internal business processes.
• Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.
• Manages and oversees service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.
• Participates in enterprise-wide, cross-disciplinary business strategy projects, including confidential initiatives that support the selection, procurement and implementation of appropriate information systems applications that may result in the reduction or repurposing of FTEs.

Experience and Education Required

• Typically requires 8+ years Service Management experience.
• Undergraduate degree or equivalent combination of education and work experience.
• ITIL4 Foundations Certification
• ITIL Managing Professional (MP or higher), Preferred.
• ServiceNow Certified System Administrator (CSA), Preferred
• DevOps, Lean/Six Sigma, or Project Management Professional (PMP) certifications are preferred.

Skills

• Demonstrated experience with ServiceNow ITSM
• Strong background in ITIL processes and best practices
• Ability to analyze and explain Service Management functions.
• Strong understanding of ITIL processes and principals
• Strong written and verbal skills.
• Strong ability to create and document process.
• Experience building or maturing ITSM processes
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.

Physical Requirements/Working Conditions

• Ability to physically perform general office requirements. Must be able to perform essential responsibilities with or without reasonable accommodation.

Financial Responsibility

• None

Direct Supervision

• No direct supervision

Project/Team Leadership or Training

• Coordinate daily workflow, assign tasks, and support delivery against timelines.
• Provide guidance, training, and knowledge-sharing to build team capability.
• Monitor work progress and share feedback and performance insights with management.
• Address day-to-day issues and help resolve minor team conflicts.

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved accommodation request if the position is still vacant during the recruitment process.

Annual Salary Range (2026): CAD $113,323

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.