IT Problem Coordinator

BRP; Montreal (administrative region); On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus

Generous paid time away

Pension plan

Healthcare fully paid by BRP

Discount on BRP products

Flexible work schedule

Job summary

BRP is seeking an experienced IT Problem Coordinator to partner with cross‑functional IT teams, service providers and business stakeholders to resolve major incidents, perform RCA, and handover projects to operations with minimal disruption across BRP’s network.

You’ll leverage ITIL principles, coordinate with vendors, and drive governance and continuous improvements in problem management across BRP’s global network.

Qualifications

• 5+ years in IT Problem Management, IT Support, IT Operations, or Project Management.
• Strong knowledge of ITIL framework; certification is a plus.
• Fluent in French and English (spoken and written).
• Experience in manufacturing or industrial IT environment is a plus.
• Experience coordinating with external vendors and global teams.

Responsibilities

• Coordinate investigation, RCA, and resolution of major IT incidents with technical teams and vendors.
• Drive governance and lifecycle management of problem records (workarounds, known errors, fixes).
• Advise in handover process to ensure operations teams are prepared and documented before go-live.
• Collaborate with IT teams and stakeholders to assess problem validity and manage risk acceptances.
• Monitor and optimize problem management processes, metrics, and incident reduction initiatives.

Skills

ITIL

Issue resolution

Vendor management

Analytical thinking

Bilingual French/English

Tools

ServiceNow

Remedy

SAP

Job description

We are looking for an experienced IT Problem Coordinator who will work closely with cross-functional IT teams, service providers, and business stakeholders to drive operational excellence. In this role, you’ll be responsible for coordinating the resolution of major incidents, conducting root cause analysis (RCA), and ensuring a seamless transfer of projects to operations to minimize disruptions across BRP’s business network.

You’ll Have The Opportunity To

• Coordinate the investigation, root cause analysis (RCA), and resolution of major or recurring IT incidents with technical teams and vendors.
• Drive the governance, continuous improvement, and full lifecycle management of problem records (workarounds, known errors, fixes).
• Act as an advisor in the handover process to ensure operations teams are fully prepared and documented before project go-lives.
• Collaborate with IT teams and stakeholders to assess problem validity, manage risk acceptances, and apply changes effectively.
• Monitor and optimize problem management processes, metrics, and incident reduction initiatives.

YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:

• Minimum 5 years of experience in IT Problem Management, IT Support, IT Operations, or Project Management.
• Strong knowledge of the ITIL framework (certification is a plus), SAP environments, and ITSM tools such as ServiceNow or Remedy.
• Solid understanding of IT infrastructure (servers, networking, databases) and experience managing external vendors.
• Strong analytical, proactive problem-solving, and organizational skills with the ability to manage multiple priorities.
• Experience in a manufacturing or industrial IT environment (a nice to have).
• Excellent communication skills in both French and English (spoken and written). Knowledge of English is required because you will collaborate with cross-functional global teams, external vendors, and managed service providers across BRP’s international operations.

Do you have other qualifications? Tell us what is unique about you that would be a great addition to the team.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.

Let’s start with a strong foundation — You want it, we have it:

• Annual bonus based on the company’s financial results
• Generous paid time away
• Pension plan
• Collective saving opportunities
• Industry leading healthcare fully paid by BRP

What About Some Feel Good Perks

• Flexible work schedule
• A summer schedule that varies by department and location
• Holiday season shutdown
• Educational resources
• Discount on BRP products

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 17,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination: It’s about the journey.