JR10433374 ITSM Analyst - IT Service Management

AAA-Canada; Mirabel; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Sick leave

Group insurance

Wellness program

Competitive salary

Career growth

Major aerospace projects

Job summary

AAA Canada is seeking an ITSM Analyst in Mirabel to lead IT service management and optimize ServiceNow-based solutions. You will design dashboards, monitor KPIs/SLAs, and automate workflows in a dynamic aerospace-related environment.

Ideal candidates have a university degree in CS or related fields, hands-on ServiceNow experience (ITSM/ITOM), strong data analysis skills, and excellent English and French communication. This role is full-time, day shift, in‑person at AAA Canada facilities.

Qualifications

• University degree (or equivalent) in computer science/related discipline.
• Proven practical experience on the ServiceNow platform (ITSM, ITOM, reporting modules).
• Strong data analysis skills and using tools like Google Sheets and ServiceNow dashboards.
• Excellent communication skills, autonomy in a complex environment, and ITIL familiarity.

Responsibilities

• Lead the management and continuous optimization of IT services based on the ServiceNow platform (ITSM, ITOM, etc.).
• Design, develop and maintain advanced dashboards and analytical reports for monitoring KPIs and SLAs.
• Model, implement and update workflows and automated business processes.
• Analyze system data to identify opportunities for improvement, simplification and automation of business processes.
• Collaborate with internal stakeholders to gather needs and adapt ServiceNow solutions to operations.
• Ensure governance and exhaustive technical documentation of IT service configurations and architectures.
• Arbitrate and communicate technical choices related to ITSM with IT teams and management.

Skills

ServiceNow ITSM

ServiceNow ITOM

Data analysis

Dashboards

Google Sheets

Autonomy

Communication

Education

Bachelor’s degree in CS or related field

Tools

ServiceNow

Google Sheets

Job description

Job offer: ITSM Analyst - IT Service Management

• Location: Mirabel
• Company: AAA Canada (mandate for a major aerospace industry leader)
• Schedule: Day Shift
• Mandate: Full-time, permanent
• Expected start: ASAP

Advantages and benefits

• Sick leave days to ensure your well-being.
• Comprehensive group insurance program.
• Health, wellness and development program
• Competitive salary
• Career development and professional growth opportunities.
• Stimulating work environment with major projects in the aeronautics, land transport and defense sectors.

Responsibilities

• Lead the management and continuous optimization of IT services based on the ServiceNow platform (ITSM, ITOM, etc.).
• Design, develop and maintain advanced dashboards and analytical reports for monitoring performance indicators (KPIs and SLAs).
• Model, implement and update workflows and automated business processes.
• Analyze system data to proactively identify opportunities for improvement, simplification and automation of business processes.
• Collaborate directly with internal stakeholders and users to gather their needs and adapt ServiceNow solutions to their operations.
• Ensure governance and exhaustive technical documentation of IT service configurations, processes and architectures.
• Arbitrate and popularize technical choices related to ITSM processes with IT teams and management.
  

Profile

• University degree (or equivalent) in computer science, software engineering or a related discipline.
• Confirmed practical experience on the ServiceNow platform (ITSM, ITOM, reporting modules, etc.) and in IT service management.
• Strong command of data analysis and associated tools (e.g. Google Sheets, ServiceNow dashboards).
• Excellent technical popularization skills, keen analytical mind and demonstrated autonomy in a complex environment.
• Knowledge of service management frameworks (e.g. ITIL) and the aerospace industry (an asset).
• Strong communication and interpersonal skills to interact effectively with transnational teams.
• Fluency in English and French (advanced/negotiation level) mandatory.

Embark on an exciting adventure with AAA Canada, where every application opens the door to new possibilities.

AAA subscribes to the principle of employment equity and encourages women, indigenous people, people with disabilities and members of visible minorities to submit their applications.

ABOUT AAA CANADA

AAA Canada is an on-site and off-site manufacturing company that offers specialized subcontracting and technical assistance services related to industrial engineering, production and maintenance processes in the Aeronautics, Land Transport and Defense sectors.