Incident / Change Management Specialist

Sky Systems, Inc. (SkySys); Montreal; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

A leading company in IT Services and Consulting is looking for a Mid-Senior level professional to manage incidents and ensure service delivery excellence in a hybrid work environment. The ideal candidate will have extensive experience in IT Service Management, particularly within the financial sector, and be proficient in Power BI for reporting. This role involves coordinating with stakeholders, managing crisis situations, and leading service improvement initiatives.

Qualifications

• 5+ years managing major incident calls with stakeholders.
• Strong background in ITSM, preferably in finance.

Responsibilities

• Ensure efficient handling of incidents and changes.
• Serve as point of contact for unresolved issues.
• Conduct service improvement meetings.

Skills

Incident Management

IT Service Management

Communication

Bilingual

Education

ITIL Intermediate certification

Tools

Power BI

ServiceNow

Job description

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Location : Montreal Downtown (Hybrid – 3 days a week, including Mondays & Fridays)

Qualifications :

• 5+ years of experience managing major incident calls involving technical and business stakeholders.
• Strong background in IT Service Management (ITSM), preferably in the financial sector.
• Proficiency in Power BI for reporting.
• Proven track record of service delivery excellence and quality results.

Certifications & Knowledge :

• In-depth knowledge of ITSM processes and best practices.
• Bilingual (English & French) or English fluency.

Assets (Preferred) :

• ITIL Intermediate certification (Strongly preferred).
• Experience with ServiceNow.
• Background in financial institutions.
• Knowledge of international financial products.

Key Responsibilities :

• Ensure efficient handling of incidents, changes, and problems by following ITSM procedures.
• Serve as the point of contact for unresolved incidents, changes, and problems within agreed service levels.
• Manage crisis situations with clear and effective communication (verbal & written).
• Escalate incidents, problems, and changes as needed.
• Conduct process awareness sessions to enhance visibility within the organization.
• Organize and lead service improvement meetings across different regions.
• Plan, chair, and document Change Advisory Committee (CAC) meetings.
• Review and maintain process documentation while ensuring compliance.
• Consult stakeholders on process nonconformities and implement corrective actions.
• Generate periodic & ad hoc reports on key performance indicators (KPIs) and process achievements.
• Provide audit evidence and participate in audit-related meetings.
• Proficiency in Power BI for service reports and data analysis.

Seniority level: Mid-Senior level

Employment type: Contract

Job function: Consulting, Information Technology, and Sales

IT Services and IT Consulting