IT Service Management & Analytics Specialist

Randstad Enterprise; Montreal (administrative region); On-site; CAD 85,000 - 110,000; Full time

Job summary

Randstad Enterprise seeks an IT Service Management & Analytics Specialist to coordinate ITSM across Cyber platforms, focusing on incident, problem, change, and service management. You will leverage data analytics to drive improvements and governance across Engineering, Operations, Risk and Audit.

The role emphasizes dashboards, KPIs, executive reporting, and cross-functional collaboration, using Power BI, Excel, ServiceNow, and AI-enabled productivity tools to enhance decision-making and

Qualifications

• Expertise in ITSM: incident, problem, change, service management.
• Experience with enterprise ITSM platforms (e.g., ServiceNow).
• Strong analytical skills with data-driven decision making.
• Experience building dashboards, KPIs, and exec-level reporting.
• Proficiency in Power BI and Excel or similar BI tools.
• Excellent project coordination and stakeholder management.

Responsibilities

• Coordinate ITSM activities across Cyber and IAM platforms.
• Monitor metrics to identify trends, gaps, and risks.
• Develop dashboards and executive reporting using Power BI and Excel.
• Translate data insights into actionable recommendations for technical teams.
• Lead cross-functional initiatives across multiple business units.
• Support governance forums, reviews, and management reporting.
• Identify opportunities to automate processes and improve efficiency.
• Leverage AI-enabled tools for research, reporting, and documentation.

Skills

ITSM

Analytics

Power BI

Excel

ServiceNow

Dashboards

Stakeholder management

Cross-functional coordination

AI-enabled tooling

Tools

Power BI

Excel

ServiceNow

SQL

Snowflake

SharePoint

Teams

Job description

Job Title : IT Service Management & Analytics Specialist

The Cyber Service Management & Analytics Specialist is responsible for coordinating, governing, and continuously improving IT Service Management (ITSM) activities across critical Cyber platforms, with a focus on Incident, Problem, Change, and Service Management.

This role serves as a key liaison across Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business stakeholders to help maintain operational stability, strengthen governance, improve service performance, and support regulatory and control requirements.

In addition to core service management responsibilities, the role will use data, analytics, reporting, automation, and AI-enabled productivity tools to identify trends, improve operational visibility, support decision-making, and drive continuous improvement.

The successful candidate will combine strong IT service management knowledge with analytical thinking, stakeholder management, and the ability to drive cross-functional initiatives from analysis through execution.

Key Responsibilities:

• Coordinate Incident, Problem, Change, and Service Management activities across Cyber and IAM platforms.
• Monitor service performance and operational metrics to identify trends, recurring issues, control gaps, risk indicators, and improvement opportunities.
• Develop and maintain dashboards, KPIs, executive reporting, and operational insights using Power BI, Excel, ServiceNow, and related reporting technologies.
• Analyze operational data and translate findings into clear, actionable recommendations for technical teams and senior stakeholders.
• Drive and coordinate cross-functional initiatives involving Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business teams.
• Facilitate governance forums, service reviews, operational reviews, and management reporting processes.
• Identify opportunities to improve service management processes, workflows, controls, reporting, and operational efficiency through automation and process optimization.
• Use approved AI-enabled productivity tools to enhance research, analysis, documentation, reporting, knowledge management, and operational efficiency.
• Apply effective AI prompting and validation techniques to improve the quality and efficiency of AI-assisted work while maintaining appropriate governance and oversight.
• Support audit, regulatory, risk, and compliance activities through controls management, evidence collection, documentation, issue tracking, and reporting.
• Document business and operational requirements, processes, procedures, controls, and service management standards to improve consistency and scalability.

Required Skills & Experience:

• Strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Service Management.
• Experience working with ServiceNow or a comparable enterprise ITSM platform.
• Strong analytical and critical-thinking skills with experience analyzing operational, service, or performance data.
• Experience developing dashboards, KPIs, reports, and management-level operational insights.
• Proficiency with Power BI and Excel or comparable business intelligence and analytics tools.
• Strong project coordination, organizational, and stakeholder management capabilities.
• Ability to work effectively across technical, risk, control, audit, and business teams.
• Strong written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders.
• Ability to manage competing priorities and drive initiatives across multiple teams.
• Experience with Microsoft 365 collaboration tools such as SharePoint and Teams.

Preferred Qualifications:

• Experience supporting Cybersecurity, Identity & Access Management, Infrastructure, or other technology operations environments.
• Experience with Snowflake, SQL, data warehousing, or other enterprise data and analytics platforms.
• Familiarity with ITIL principles or ITIL certification.
• Experience with operational risk, controls, audit, or regulatory processes.
• Experience identifying and implementing workflow automation or process improvement opportunities.
• Practical experience using enterprise AI-enabled tools such as Microsoft Copilot, ChatGPT, Claude, or similar technologies for analysis, reporting, documentation, or productivity.
• Familiarity with prompt design, AI-assisted analysis, and validation of AI-generated outputs.