ITSM & Analytics Lead - Service Management & Insights

LanceSoft, Inc.; Montreal (administrative region); On-site; CAD 90,000 - 130,000; Full time

Job summary

N/A is seeking an IT Service Management & Analytics Specialist to coordinate ITSM activities across Cyber platforms, focusing on incident, problem, change, and service management. The role partners with Cyber Engineering, Operations, Risk, Audit, and Infrastructure to maintain stability and governance.

The ideal candidate will use data, dashboards, and AI-enabled tools to identify trends, improve visibility, and drive continuous improvement, with 5–7 years of experience and onsite interview

Qualifications

• Strong ITSM knowledge covering Incident, Problem, Change and Service Management.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Analytical mindset with ability to analyze operational or performance data.
• Ability to develop dashboards, KPIs, reports and insights for leadership.
• Proficiency with Power BI and Excel or comparable BI tools.
• Strong project coordination, organizational and stakeholder skills.
• Ability to collaborate across technical, risk, audit and business teams.
• Excellent written and verbal communication for senior stakeholders.
• Ability to manage competing priorities and drive initiatives to completion.

Responsibilities

• Coordinate ITSM activities across Cyber platforms including incidents and changes.
• Govern and improve IT service management to strengthen governance and stability.
• Develop dashboards and reports to provide operational insights for leadership.
• Partner with Cyber Engineering, Operations, Risk, Audit and Infrastructure.
• Leverage data, analytics and AI-enabled tools to drive continuous improvement.

Skills

ITSM practices

Incident & Problem Management

Analytics/data analysis

Dashboards & KPIs

Power BI

Excel

Stakeholder management

Cross-functional collaboration

Communication skills

Project coordination

Microsoft 365 tools (SharePoint/Teams)

Tools

ServiceNow

Power BI

Excel

SharePoint

Teams

Job description

N/A is seeking an IT Service Management & Analytics Specialist to coordinate ITSM activities across Cyber platforms, focusing on incident, problem, change, and service management. The role partners with Cyber Engineering, Operations, Risk, Audit, and Infrastructure to maintain stability and governance.

The ideal candidate will use data, dashboards, and AI-enabled tools to identify trends, improve visibility, and drive continuous improvement, with 5–7 years of experience and onsite interview