IT Service Management Specialist — Hybrid Role (Waterloo)

Equitable; Southwestern Ontario; Híbrido; CAD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work arrangement

Career development opportunities

Employer-paid benefits and pension-mat

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

ITSM

Incident management

Problem management

Stakeholder collaboration

Leadership

Communication

Formação académica

Post-secondary degree in CS/ENG/related field

Ferramentas

ServiceNow

ITIL

Cloud platforms

Descrição da oferta de emprego

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.