ITSM Governance Specialist

Canadian Tire; Oakville; On-site; CAD 64,000 - 106,000; Full time

Benefits offered by this job

Store discounts

Profit sharing

Mental health benefits

Job summary

Canadian Tire Corporation is seeking an ITSM Governance Specialist to join its technology team in Oakville, Ontario. The role intersects IT governance, audit coordination, and ServiceNow platform oversight.

You will support audit requests, maintain governance registers, and coordinate with cross-functional tech teams to drive timely governance deliverables and continuous process improvements.

Qualifications

• 3-5 years in IT Service Management, governance, audit coordination, compliance, or related tech governance.
• Experience with ITIL practices and ITSM processes such as incident, change, knowledge, service continuity, and request management.
• Familiarity with ServiceNow modules, reporting, dashboards, forms, workflows, catalog items, and governance concepts.

Responsibilities

• Support centralized intake and coordination of audit, control testing, regulatory, evidence, finding, and remediation requests across ITSM and related tech teams.
• Maintain governance registers for actions, risks, decisions, owners, due dates, status, dependencies, and escalations.
• Assist with audit and compliance activities, including evidence collection and leadership updates.
• Develop dashboards and reporting capabilities for ITSM metrics, governance indicators, audit/status, risk themes, and process compliance.
• Coordinate inputs with ServiceNow platform, process, compliance, resilience, infrastructure, and vendor teams to drive timely governance deliverables.

Skills

ITSM governance

Audit coordination

ServiceNow administration

ITIL familiarity

Data analysis

Stakeholder communication

Excel

Reporting dashboards

Education

Bachelor's degree in IT/Business or related field

Tools

ServiceNow

Excel

PowerPoint

Job description

Canadian Tire Corporation is looking for an ITSM Governance Specialist to join their technology team in Oakville, Ontario. This role sits at the intersection of IT governance, audit coordination, and ServiceNow platform oversight.

What You\'ll Do

• Support centralized intake, tracking, and coordination of audit, control testing, regulatory, evidence, finding, and remediation requests across ITSM and related technology teams.
• Maintain clear governance registers for open actions, risks, decisions, owners, due dates, status, dependencies, and escalations.
• Assist with audit and compliance activities, including evidence collection, Management Action Plan tracking, control follow-ups, and preparation of concise leadership updates.
• Apply an IT governance mindset to help define, document, and reinforce accountability across ITSM processes, ServiceNow platform governance, resilience, vendor oversight, and operational controls.
• Conduct assessments of current ITSM processes across the organization and identify opportunities to improve consistency, control effectiveness, documentation, and operational discipline.
• Support incident, problem, change, and service continuity governance by helping track trends, recurring issues, open remediation actions, resilience outcomes, and problem management follow-through.
• Build and maintain simple but effective Excel trackers, pivot tables, dashboards, status views, and reporting packs to support audit readiness, ITSM governance, and leadership visibility.
• Develop dashboards and reporting capabilities for ITSM metrics, governance indicators, audit/control status, risk themes, service performance, and process compliance.
• Partner with ServiceNow platform, process, compliance, resilience, infrastructure, application, and vendor teams to coordinate inputs and drive timely completion of governance deliverables.
• Support continuous improvement initiatives that improve ITSM process maturity, governance discipline, audit readiness, and transparency across the organization.

What You Bring

• 3-5 years of experience in IT Service Management, IT governance, audit coordination, compliance, process management, ServiceNow administration/support, or a related technology governance function.
• Strong process mindset with the ability to organize ambiguous asks into clear actions, owners, due dates, status, risks, and decisions required.
• Familiarity with ITIL practices and core ITSM processes such as incident, problem, change, knowledge, service catalog, service continuity, and request management.
• Experience supporting audit, control testing, regulatory, compliance, risk, or remediation activities, including evidence gathering and action tracking.
• Working knowledge of ServiceNow, including ITSM modules, reporting, dashboards, forms, workflows, catalog items, knowledge articles, and platform governance concepts.
• Intermediate Excel skills, including tables, filters, formulas, pivots, charts, and structured trackers; experience with PowerPoint and executive reporting is an asset.
• Ability to develop clear documentation, process maps, governance templates, communication materials, and leadership-ready summaries.
• Strong written and verbal communication skills, with the ability to explain process, control, and governance topics to technical and non-technical audiences.
• Analytical skills with the ability to collect, validate, interpret, and summarize data for reporting, governance, and decision-making.
• ITIL Foundation certification, COBIT, audit, governance, risk, compliance, or ServiceNow certifications are considered an asset.
• Exposure to retail, financial services, technology operations, vendor management, resilience, cybersecurity, or infrastructure environments is an asset.
• Bachelor\'s degree in Information Technology, Business Administration, or related field, or equivalent practical experience is an asset.

Compensation

Broadband salary range: $64,000 - $106,000. Typical hiring range: $64,000 - $85,000.

Benefits

Comprehensive benefits and retirement programs, performance incentives, continuing education programs, store discounts, Canadian Tire Profit Sharing, mental health benefits of $5,000 per year for benefits-eligible employees and their families, and an enhanced flex benefits program.

3-5 years of experience in IT Service Management, IT governance, audit coordination, compliance, or a related technology governance function. Familiarity with ITIL practices. Working knowledge of ServiceNow. Intermediate Excel skills. Strong written and verbal communication skills. Analytical skills for data reporting and decision-making.