Information Technology Service Management Specialist

LeverageTek Staffing Solutions; Ottawa; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

LeverageTek Staffing Solutions is seeking an ITSM Specialist for a 6-month contract in Ottawa. This role involves leading IT service delivery practices, optimizing IT operations through best practices, and collaborating with various IT teams. Candidates must have significant experience in ITIL frameworks and hands-on knowledge of ITSM tools, such as ServiceNow and BMC Remedy, to enhance service integration and innovation.

Qualifications

• Minimum 3-5+ years of experience in ITSM consulting.
• Hands-on experience with ITSM tools needed.
• Additional certifications in ITSM frameworks preferred.

Responsibilities

• Lead ITSM strategy development and implementation.
• Provide guidance on ITSM best practices and processes.
• Collaborate with IT teams to improve service delivery.

Skills

ITIL frameworks

ITSM tools

Service delivery

Automation

Governance

Education

ITIL Certification

COBIT Certification

ISO 20000 Certification

Tools

ServiceNow

BMC Remedy

Zendesk

Job description

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from LeverageTek Staffing Solutions

Account Executive/ Technical Recruiter/ Sales Specialist

LeverageTek is actively seeking an ITSM Specialist for a 6-month contract with it’s Ottawa based customer.

Work Location

Hybrid – 3/days week onsite at Ottawa HQ

Key Tasks

• Responsible for leading and driving best practices, innovation, and efficiency within the clients IT Service Delivery environment.

• This role requires deep expertise in ITIL frameworks, ITSM tools, and service strategy to enhance IT operations and ensure alignment with business goals.

• Provide expert guidance on ITSM best practices, processes, and frameworks (e.g., ITIL, COBIT, ISO 20000).

• Lead ITSM strategy development and implementation to optimize service delivery.

• Assess current ITSM capabilities and recommend improvements in processes, automation, and tools.

• Support the selection, configuration, and optimization of a new ITSM platform.

• Develop and refine incident, problem, change, and service request management processes.

• Define key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve service performance.

• Collaborate with cross-functional teams, including IT operations, security, and development, to ensure seamless service integration.

• Provide training and mentorship to IT teams to enhance ITSM capabilities and adoption.

• Stay up to date with industry trends, emerging technologies, and ITSM advancements.

Key Qualifications

• Minimum 3-5+ years of experience in ITSM consulting, advisory roles, or IT operations management.

• Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, Cherwell, Zendesk, ServicePRO etc.

• Experience providing advisory/strategic support and guidance within ITSM environments where the organization is considering consolidating from multiple ITSM tools to one common ITSM platform.

Other Qualifications

• Experience participating in and contributing to the Procurement process for new ITSM software.

• Additional certifications such as COBIT, ISO 20000, PMP, or Agile methodologies.

Assets

• Experience in cloud-based ITSM implementations.

• Knowledge of enterprise architecture frameworks and IT governance.

• Experience in implementing automation and AI-driven ITSM solutions is a plus.

• Hands-on knowledge and experience with Zendesk and ServicePRO ITSM software.

About LeverageTek Staffing Solutions

Founded in 2003, LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes.

Don’t let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition. We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management.

LeverageTek is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home. We do all of this with kindness, empathy, and respect for each other. LeverageTek is committed to employment equity and creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status.

Accessibility accommodations are available upon request

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology and Analyst

• Industries

  Information Services and Airlines and Aviation

Referrals increase your chances of interviewing at LeverageTek Staffing Solutions by 2x

Get notified about new Information Technology Service Management Specialist jobs in Greater Ottawa Metropolitan Area.

ServiceNow Systems Engineer, Deloitte Global Technology

Junior Software Developer (HRMS applications)

Freelance GenAI Developer - Prompt Engineering & Data Workflows

Servicenow Systems Engineer, Deloitte Global Technology

Intermediate Software Developer, Information Technology

Senior Application BSS-Netcracker Specialist

Intermediate Software Developer, Information Technology

Product Verification Automation Co-op (Fall 2025)

Cloud Software Developer - Recent Graduate

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.