IT Service Management & Analytics Specialist

REALIGN LLC; Montreal (administrative region); Hybrid; CAD 85,000 - 110,000; Full time

Job summary

REALIGN LLC in Montreal, QC is seeking an IT Service Management & Analytics Specialist to drive ITSM practices, analyze service performance, and deliver actionable insights to senior stakeholders. You will develop dashboards and KPIs using Power BI and Excel, collaborate with cross-functional teams, and support continuous improvement of IT service delivery in a hybrid work setting.

The role emphasizes data-driven decision making, executive-level communication, and the ability to translate

Qualifications

• Strong knowledge of ITSM practices, including Incident, Problem, Change and Service Management.
• Hands-on experience with ServiceNow or a comparable enterprise ITSM platform.
• Strong analytical and critical-thinking skills with experience analyzing operational and service performance data.
• Proven experience developing Power BI dashboards, KPIs, and management reports.
• Proficiency with Power BI and Microsoft Excel or comparable analytics tools.
• Strong project coordination, organizational, and stakeholder management capabilities.
• Ability to work across technical, risk, control, audit, and business teams.
• Excellent written and verbal communication skills.
• Ability to present complex information clearly to senior stakeholders.
• Strong ability to manage competing priorities and drive initiatives across multiple teams.
• Experience with Microsoft SharePoint and Teams.
• IT Service Management and operational excellence.

Responsibilities

• Apply ITSM practices across Incident, Problem, Change, and Service Management.
• Support service management processes using ServiceNow or equivalent platforms.
• Analyze operational and service data to identify trends and improvement opportunities.
• Develop and maintain dashboards, KPIs, reports, and management-level operational highlights.
• Use Power BI, Excel, and other BI tools to deliver actionable analytics.
• Coordinate projects and initiatives across multiple technical and business teams.
• Collaborate effectively with technical, risk, control, audit, and business stakeholders.
• Translate complex operational data into clear insights and recommendations for senior management.
• Support continuous improvement initiatives across IT service management and operational processes.
• Manage competing priorities while ensuring timely delivery of key initiatives and reporting.
• Utilize Microsoft 365 tools, including SharePoint and Teams, for collaboration and documentation.

Skills

ITSM practices

ServiceNow

Power BI dashboards

Data analysis

Stakeholder management

Microsoft Excel

Executive communication

Tools

ServiceNow

Power BI

Excel

SharePoint

Teams

Job description

IT Service Management & Analytics Specialist

Job Description

We are seeking an experienced IT Service Management & Analytics Specialist with strong knowledge of ITSM practices, enterprise ITSM platforms, operational analytics, and stakeholder management. The ideal candidate will be skilled in analyzing service and performance data, developing dashboards and KPIs, and presenting actionable insights to senior stakeholders.

Key Responsibilities

• Apply strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Service Management.
• Work with ServiceNow or comparable enterprise ITSM platforms to support service management processes.
• Analyze operational, service, risk, and performance data to identify trends and improvement opportunities.
• Develop and maintain dashboards, KPIs, reports, and management-level operational highlights.
• Use Power BI, Excel, and other business intelligence tools to deliver actionable analytics.
• Coordinate projects and initiatives across multiple technical and business teams.
• Collaborate effectively with technical, risk, control, audit, and business stakeholders.
• Translate complex operational data into clear insights and recommendations for senior management.
• Support continuous improvement initiatives across IT service management and operational processes.
• Manage competing priorities while ensuring timely delivery of key initiatives and reporting.
• Utilize Microsoft 365 tools, including SharePoint and Teams, for collaboration and documentation.

Required Skills & Qualifications

• Strong knowledge of ITSM practices, including Incident, Problem, Change, and Service Management.
• Hands-on experience with ServiceNow or a comparable enterprise ITSM platform.
• Strong analytical and critical-thinking skills with experience analyzing operational and service performance data.
• Proven experience developing Power BI dashboards, KPIs, and management reports.
• Proficiency with Power BI and Microsoft Excel or comparable analytics tools.
• Strong project coordination, organizational, and stakeholder management capabilities.
• Ability to work across technical, risk, control, audit, and business teams.
• Excellent written and verbal communication skills.
• Ability to present complex information clearly to senior stakeholders.
• Strong ability to manage competing priorities and drive initiatives across multiple teams.
• Experience with Microsoft SharePoint and Teams.
• IT Service Management and operational excellence.
• Data-driven analysis and problem solving.
• Dashboard and KPI development.
• Project and stakeholder management.
• Executive-level communication and presentation.
• Cross-functional collaboration.
• Strong organizational and prioritization skills.

Key Competencies

• IT Service Management and operational excellence.
• Data-driven analysis and problem solving.
• Dashboard and KPI development.
• Project and stakeholder management.
• Executive-level communication and presentation.
• Cross-functional collaboration.
• Strong organizational and prioritization skills.

Job Type: Full Time

Job Category: IT

Job Title: IT Service Management & Analytics Specialist
Job Type: Full Time (FTE)
Location: Montreal, QC (Hybrid)