Bilingual Senior Specialist, IT Operations Monitoring & Service Insights

Canada Mortgage and Housing Corporation; Ottawa; Hybrid; CAD 104,000 - 130,000; Full time

Benefits offered by this job

Annual paid vacation

Performance incentive

Group insurance plan

Training and mentorship

Inclusive workplace culture

Job summary

Canada Mortgage and Housing Corporation (CMHC) is seeking a Bilingual Senior IT Operations Monitoring & Service Insights Specialist. You will oversee advanced configuration, operation, and continuous improvement of Incident Management and ITSM processes, ensuring end-to-end service visibility across infrastructure, network, certificates and applications.

You will monitor service health, detect incidents early, analyze trends, and provide data-driven insights to support governance forums and

Qualifications

• 7+ years of progressive experience in IT Operations / IT Service Management with hands-on Incident and Major Incident Management experience.
• ITIL Foundation is required.
• Hands-on experience configuring and operating ServiceNow ITSM, including reporting/dashboards and integrating monitoring signals into workflows.
• Strong understanding of ServiceNow workflows, data model, automation, and reporting.
• Strong understanding of enterprise monitoring/observability concepts across infrastructure, network, certificates and applications.
• Experience in regulated/compliance driven environments.
• Ability to stay calm during high-pressure incidents and communicate effectively in English and French.

Responsibilities

• Monitor end-to-end IT service health using monitoring/observability tools and ServiceNow dashboards.
• Detect, validate, and correlate alerts to identify incidents early and enable rapid triage.
• Analyze incident trends, SLA performance, and risk indicators to identify systemic issues.
• Produce actionable service insights and recommendations to support continuous improvement.
• Maintain accurate operational data and reporting across ServiceNow and monitoring platforms.
• Support Incident and Major Incident Management with real-time insights and post-incident analysis.
• Configure and optimize ServiceNow dashboards, KPIs, and analytics; integrate monitoring signals.
• Support audit, risk, and compliance activities with validated artifacts from monitoring platforms.

Skills

Incident management

Major incidents

IT operations

ServiceNow ITSM

Observability tools

Dynatrace

Splunk

Zabbix

SolarWinds

ScienceLogic

Education

ITIL Foundation

Tools

ServiceNow ITSM

Dynatrace

Splunk

Zabbix

SolarWinds

ScienceLogic

Job description

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Bilingual Senior Specialist, IT Operations Monitoring & Service Insights

Job Requisition ID: 12030

Position Status:Permanent Full Time

Position Type:Hybrid

Travel Requirement:Limited

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

Security Requirement:Reliability Status

Salary:Our salaries generally range from $104,180.28to $130,225.36and 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.
• 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 Bilingual Senior IT Operations Monitoring & Service Insights Specialist position. You will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, while ensuring end-to-end service visibility through proactive, enterprise-wide monitoring (infrastructure, network, certificates and applications).

What you’ll do:

• Monitor end-to-end IT service health (infrastructure, network, certificates, and applications) using enterprise monitoring and observability tools (e.g., Dynatrace, Splunk, Zabbix, SolarWinds, and ScienceLogic) and ServiceNow dashboards.
• Detect, validate and correlate alerts/events to identify incidents early, reduce noise, and enable rapid triage before end users or clients are impacted.
• Analyze incident trends, service degradation patterns, SLA performance, recurrence patterns, and operational risk indicators to identify systemic issues and improvement opportunities.
• Produce actionable service insights and data-driven recommendations to support Operations Control, governance forums, and continuous improvement initiatives: (e.g., monitoring coverage, alert quality and response readiness).
• Maintain accurate operational data and reporting, ensuring categorization integrity and reliability of dashboards and metrics across ServiceNow and monitoring platforms.
• Support Incident and Major Incident Management by providing real-time operational insights from monitoring tools, validating timelines, and supporting post-incident analysis: (problem patterns, leading indicators, and detection gaps).
• Configure, maintain, and optimize ServiceNow reporting, dashboards, KPIs, and analytics including integration/consumption of monitoring signals to improve detection and response performance.
• Support audit, risk, and compliance activities by providing validated operational artifacts and evidence from ServiceNow and monitoring platforms (alerts, timelines, performance reporting).

What you should have:

• A minimum of 7 years of progressive experience in IT Operations / IT Service Management with deep hands- on experience in Incident and Major Incident Management in an enterprise environment.
• An ITIL Foundation is required.
• Demonstrated hands- on experience configuring and operating ServiceNow ITSM, particularly Incident and Major Incident Management, including reporting/dashboards and integrating monitoring signals into operational workflows.
• Strong understanding of ServiceNow workflows, data model, automation, and reporting.
• Strong understanding of enterprise monitoring/observability concepts (event management, alert tuning, correlation, leading indicators) across infrastructure, network, certificates and applications.
• Experience operating in complex, regulated, or compliance driven environments.
• A proven ability to operate calmly and decisively during high pressure incident situations.
• Strong analytical, facilitation, and communication skills in both official languages (English and French), with the ability to influence without direct authority.

It will be great if you also had:

• Experience coordinating vendors and managed service providers during incidents and service disruptions.
• Familiarity with cloud and hybrid environments and their operational monitoring and support considerations.
• An advanced ITIL or ITSM certifications considered an asset.

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

This position may be designated for Standby and Call Back duties based on operational needs. Should such duties be assigned, they must be performed in accordance with 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.

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!