RQ09657 - ITSM Specialist

Source Code; Toronto; Hybrid; CAD 90,000 - 110,000; Part time

Job summary

Source Code is seeking an ITSM analyst to design, implement and govern ITSM processes, lead incident, change and release management, and deliver KPI dashboards with ITIL-aligned governance.

The role is hybrid: 3 days onsite / 2 remote, with Oct 20, 2025 start requiring 4 onsite days and 1 remote, then Jan 5, 2026 moving to full onsite five days in Toronto, Ontario. Strong reporting, analytics and middleware monitoring experience are required, with Remedy/eSMT and Dynatrace familiarity preferred.

Qualifications

• Experience in setting up ITSM processes.
• Creating reports for processes set-up.
• Experience fine-tuning processes and improving KPIs.
• Experience with Remedy/eSMT or other service management tools.
• Experience with reporting tools and data visualization (PowerBI).
• Experience with ITIL, release management, capacity management, incident and change management.
• Middleware monitoring tools e.g. Dynatrace.
• Knowledge of IBM WebSphere middleware and cloud technologies.

Responsibilities

• Provide ITSM process execution and coordinate activities.
• Establish standard ITSM methodologies across stages.
• Advise on service planning, incident, change and release management.
• Analyze technology management needs and data for reporting.

Skills

ITSM processes

ITIL knowledge

Incident management

Change management

Release management

Tools

Remedy/eSMT

PowerBI

Dynatrace

IBM WebSphere

Cloud technologies

Database knowledge

Job description

Contract (6 months to start, with high possibility of extension)

Hybrid: 3 Days onsite / 2 days remote

From October 20, 2025, the candidate is required to work onsite 4 days a week and 1 day from home

From January 5, 2026, the candidate is required to work onsite 5 days a week fully

Provide execute and coordinate ITSM process activities and establish standard methodologies Provides technical guidance in ITSM processes that relates to: Service Planning, Incident Management, Change Management, Release Management, Service Level, Service Activation, Configuration, Problem management, Availability, Capacity and continuity Management, Training and Reporting. General Skills: Knowledge of systems analysis, design, development, configuration, testing release and installation principles, and tools for IT Service Management (ITSM) Identify technical and change management needs Knowledge of technology management, network infrastructure, and emerging technologies in the areas of telecommunications, office automation, productivity tools, and information management tools. Enterprise ITSM/ITIL principles, protocols, processes and standards knowledge Customer relationship management experience.

Must Haves:

• Experience in setting up ITSM processes.
• Creating reports for processes set-up.
• Experience Fine-tuning processes and improving KPIs.
• Experience with Remedy/eSMT or other service management tools
• Experience with reporting tools and data visualization e.g. PowerBI
• Experience with ITIL, release management, capacity management, incident and change management.
• Middleware Monitoring tools e.g. Dynatrace or other tools.
• Knowledge of - IBM WebSphere Application Server/NDM/Liberty and cloud technologies - IBM middleware, cloud based technologies and database.