Bilingual Senior Specialist, ServiceNow ITSM Developer

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

Benefits offered by this job

Annual Paid vacation

Performance incentive

Comprehensive group insurance

Training & mentorship

Inclusive workplace

Job summary

CMHC is seeking a bilingual Senior Specialist, ServiceNow ITSM Developer to lead the design, development, enhancement, and support of our ServiceNow platform. You will drive improvements across Incident, Problem, Change, and Service Catalog, while mentoring junior developers and ensuring ITIL-aligned practices.

The role requires 7+ years with ITSM, strong ServiceNow expertise, and a track record of enterprise-scale transformations.

Qualifications

• Lead developer and SME for ServiceNow ITSM, guiding architecture and standards.
• Design, configure, and customize ITSM processes including Incident, Problem, Change, Request, Knowledge, Service Catalog.
• Mentor junior developers and ensure governance and best practices.
• Partner with IT Operations and other teams to optimize workflows and automate processes.
• Develop integrations, automations, and APIs for enterprise service management.
• Drive ITSM maturity and continuous improvement initiatives.

Responsibilities

• Serve as the technical SME for ServiceNow ITSM platform and enforce development standards.
• Lead design and implementation across core ITSM processes.
• Collaborate with stakeholders to optimize workflows and automate ITSM tasks.
• Configure catalog items, workflows, and approvals; enhance integrations.
• Develop advanced automations and custom apps to improve efficiency.
• Provide technical leadership through code reviews and mentoring.

Skills

ServiceNow ITSM

ITIL

Technical leadership

Code reviews

Mentoring

Automation

Education

Bachelor's degree in CS/IT

Tools

ServiceNow Platform

Flow Designer

Performance Analytics

Job description

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Bilingual Senior Specialist, ServiceNow ITSM Developer

Job Requisition ID: 12379

Position Status:Permanent Full Time

Position Type:Hybrid

Travel Requirement:Limited

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

Security Requirement: Secret

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.

Members of the following employment equity deserving groups will be prioritized for this job: Indigenous Peoples

About the role

Join the Infrastructure and Operations team, in the Bilingual Senior Specialist, ServiceNow ITSM Developer position. We are seeking a highly skilled Senior Specialist, ServiceNow ITSM Developer to lead the design, development, enhancement, and support of our ServiceNow platform. The ideal candidate will possess deep expertise in the ServiceNow ITSM suite and have a proven track record of designing, developing, and optimizing service management solutions in complex enterprise environments.

They will play a key role in improving Incident, Problem, Change, Request, Knowledge, and Service Catalog processes while driving automation, operational excellence, and continuous service improvement across the organization.

What you should have:

• Serve as the lead developer and technical SME for the ServiceNow ITSM platform, providing architecture guidance, enforcing development standards, and ensuring alignment with ITIL best practices and business objectives.
• Design, develop, implement, and support solutions across core ITSM processes, including Incident, Problem, Change, Request, Knowledge, Service Catalog, and Service Level Management (SLA).
• Lead the technical design, configuration, customization, and integration of ServiceNow solutions using best-practice development methodologies and platform capabilities.
• Partner with IT Operations, Service Desk, Infrastructure teams, business stakeholders, and process owners to optimize, automate, and continuously improve service management workflows.
• Configure and enhance Service Catalog items, record producers, approval workflows, fulfillment processes, business rules, client scripts, UI policies, Flow Designer workflows, and integrations.
• Develop and maintain advanced automations, custom applications, APIs, and integrations to improve operational efficiency, reduce manual effort, and support enterprise service management requirements.
• Provide technical leadership through code reviews, solution design reviews, mentoring of junior developers, troubleshooting complex issues, and ensuring adherence to platform governance and development standards.
• Drive ITSM maturity and continual service improvement initiatives through process analysis, platform optimization, performance analytics, reporting, dashboard development, SLA monitoring, and implementation of scalable, supportable solutions aligned with ITIL standards.

What you should have:

• A bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 7+ years of hands-on ServiceNow development experience, with at least 3 years supporting and enhancing ITSM implementations.
• A strong understanding of ITIL framework and IT Service Management best practices.
• A demonstrated experience implementing and customizing ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Catalog.
• An experience designing and automating end-to-end ITSM workflows and service delivery processes.
• A strong knowledge of SLA management, reporting, service request fulfillment, and operational support models.
• Experience leading enterprise-scale ITSM transformation or optimization initiatives.
• Experience with ServiceNow Performance Analytics and reporting capabilities.

It will be great if you also had:

• An ITIL Foundation Certification or higher.
• A ServiceNow Certified System Administrator (CSA).
• A ServiceNow Certified Application Developer (CAD).
• A ServiceNow Certified Implementation Specialist (CIS).
• Additional ServiceNow module certifications considered an asset.

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

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. 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!