Intermediate Technology Specialist, IT Service Management

Equitable; Southwestern Ontario; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career development opportunities

Employer-paid benefits and pension-mat

Job summary

Equitable is seeking an ITSM-focused professional to join its Technology Services team in Waterloo, Ontario. The role emphasizes incident management, problem resolution, and collaboration with Business and IT to enhance shared infrastructure. A minimum of 3+ years in IT and relevant certifications are expected.

The candidate will support incident and major-incident activities, drive continuous improvement, and contribute to post-incident reviews within a hybrid work arrangement.

Qualifications

• Minimum 3+ years in IT with strong technical skills in the stated areas.
• A post‑secondary degree in CS/CS Engineering/Software Engineering or equivalent.
• Contemporary ITSM, performance management, and cloud service certifications.

Responsibilities

• Support implementation of policies, standards and procedures for technical systems and governance.
• Collaborate with Business and IT on design, development and quality management for shared infrastructure.
• Coordinate with internal/external partners to improve system quality through maintenance and updates.
• Perform hands-on configuration, troubleshooting, upgrades, and replacements of hardware and software.
• Maintain internal processes and quality systems documentation to uphold standards.
• Identify opportunities for better workflows, efficiencies and system performance.
• Monitor capacity and performance to ensure availability and process integrity.
• Provide guidance to peers and end-users to enable steady delivery of shared solutions.
• Follow processes and identify gaps that pose operational risk.
• Support day-to-day and major incident management under the Incident Management Lead.
• Assist with triage, escalation, coordination and stakeholder communication during major incidents.
• Contribute to post-incident reviews and trend analysis for continuous improvement.
• Execute ITSM processes and tooling (e.g., ServiceNow) for incidents and major incidents.

Skills

ITSM

Incident management

Problem management

Stakeholder collaboration

Leadership

Communication

Education

Post-secondary degree in CS/ENG/related field

Tools

ServiceNow

ITIL

Cloud platforms

Job description

The Opportunity:

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you.

Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

Join our Technology Services team and help maintain and enhance the technology solutions that support our employees and clients. In this role, you will collaborate with business and IT partners to support shared infrastructure, troubleshoot and optimize systems, and contribute to the delivery of reliable, high-quality technology services. You will also play a key role in incident management, continuous improvement initiatives, and the implementation of solutions that improve operational efficiency and service performance.

This is an excellent opportunity for a technically skilled professional who enjoys problem‑solving, collaboration, and driving meaningful improvements in a dynamic technology environment.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements:

This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do:

• Support the implementation of corporate policies, standards, and procedures related to technical systems, architecture, governance, and solution management
• Collaborate with Business and IT teams on solution design, development, and quality management for shared infrastructure systems and applications
• Work with internal and external partners to enhance system quality through issue identification, maintenance activities, and solution implementation
• Perform hands‑on configuration, troubleshooting, upgrades, and replacements of hardware and application software
• Assist in the maintenance and documentation of internal processes and quality system management to uphold organizational standards
• Identify opportunities for improved workflows, efficiencies, and overall system performance
• Monitor capacity usage and performance of assigned technologies to ensure operational availability and adherence to process integrity
• Provide technical guidance to peers and end‑users to enable continuous delivery of shared technology solutions
• Follow established processes and identifying gaps that could pose operational risk
• Support day‑to‑day incident and major incident management activities under the guidance of the Incident Management Lead
• Assist with triage, escalation, coordination, and stakeholder communication during major incidents to support timely service restoration
• Contribute to post‑incident reviews, documentation, and trend analysis to drive continuous improvement and problem identification
• Execute ITSM processes, standards, and tooling (e.g., ServiceNow) related to incident and major incident management

What you’ll bring:

• A minimum of 3+ years of experience in IT, with strong technical skills relevant to the specified specialty areas
• A post‑secondary degree in computer science, computer systems engineering, software engineering, or an equivalent combination of education and experience
• Contemporary technical or service certifications relevant to owned technology or service areas, including ITSM, performance management platforms, and cloud services (SaaS/PaaS)
• Strong client‑experience focus with the ability to resolve complex or unique problems and achieve first‑point‑of‑contact resolutions
• A growth mindset with the ability to evaluate processes, lead improvement initiatives, and adopt best practices
• Strong communication, interpersonal, and feedback skills, with the ability to collaborate across diverse teams and manage conflict effectively
• Agility and flexibility in adapting to changing priorities, ambiguous situations, and evolving responsibilities
• Strong critical‑thinking and decision‑making skills grounded in data, experience, established policies, and legislative requirements
• Leadership qualities that demonstrate ownership, initiative, respect, and the ability to influence and support team success
• Experience with ITSM process design, execution, monitoring, and reporting
• Familiarity with relevant hardware, software, and enterprise platforms that support IT service delivery and continuous improvement
• Experience supporting Incident and Major Incident Management processes, including incident prioritization, escalation, coordination, resolution, and service restoration
• Ability to coordinate technical teams and stakeholders during major incidents, facilitating effective communication, timely decision‑making, and restoration of business services
• Experience facilitating post‑incident reviews, identifying opportunities for improvement, and collaborating with Problem Management to reduce recurring incidents
• Working knowledge of ITIL best practices for Incident, Major Incident, and Problem Management, with experience using ITSM platforms such as ServiceNow to manage workflows, monitor performance, and report on key metrics

What’s in it for you:

• Career Growth: Regular learning sessions and developmentopportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pensionmatching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

We’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [e-mail]. We’re happy to help.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. This position is open and we are excited to find the right person to join our team.Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.

Reports To:

Lead Technology Manager, ITSM
Department: IT Infrastructure
Term: Permanent Full-Time