IT Service Management Lead: ServiceNow & ITSM Expert

Amica Senior Lifestyles; Toronto; Hybrid; CAD 72,000 - 91,000; Full time

Benefits offered by this job

Comprehensive health coverage

Retirement plan contributions

Generous vacation entitlement

Job summary

Amica Senior Lifestyles seeks an IT Service Management Lead/Analyst for the Amica Support Office in Downtown Toronto. This 12-month contract offers hybrid work: 3 days in the office per week.

You will administer and support ServiceNow, lead ITSM governance, and drive continuous service improvement to enhance customer satisfaction. The ideal candidate has a Bachelor's degree in information systems, at least 3 years with ServiceNow, and ITIL v3+ certification.

Qualifications

• Bachelor's degree in information systems or related field.
• Minimum 3 years administering ServiceNow.
• ITIL Foundations V3 or higher certification.
• Experience in ITSM disciplines: Change, Problem, Incident, Service Level.
• Project management experience and requirements gathering.

Responsibilities

• Administer, manage and support Amica’s ServiceNow platform.
• Lead ITSM governance and continual service improvement.
• Manage ServiceNow upgrades and external vendor engagement.
• Develop processes, reports, and dashboards for IT service delivery.
• Coordinate change, problem, incident, and service request management.

Skills

ITSM expertise

ServiceNow administration

Stakeholder communication

Change management

Problem management

Incident management

Service delivery

Education

Bachelor's degree in information systems or related field

ITIL Foundations V3 or higher certification

Tools

ServiceNow

Job description

Amica Senior Lifestyles seeks an IT Service Management Lead/Analyst for the Amica Support Office in Downtown Toronto. This 12-month contract offers hybrid work: 3 days in the office per week.

You will administer and support ServiceNow, lead ITSM governance, and drive continuous service improvement to enhance customer satisfaction. The ideal candidate has a Bachelor's degree in information systems, at least 3 years with ServiceNow, and ITIL v3+ certification.