Senior ITSM Consultant

ALLTECH CONSULTING SVC INC; Quebec; On-site; CAD 90,000 - 130,000; Full time

Job summary

ALLTECH CONSULTING SVC INC is seeking an expert-level ITSM consultant for an 18-month assignment to drive enterprise ITSM initiatives globally. The role emphasizes ServiceNow leadership, process improvement, and delivery excellence in a complex IT landscape.

The ideal candidate has 8+ years in IT operations, deep ITSM (ITIL/Agile/DevOps) experience, and strong stakeholder collaboration across distributed teams.

Qualifications

• Bachelor’s degree in IT or related field
• 8+ years of experience in IT operations in global, enterprise-scale environments
• Extensive ITSM expertise (ITIL, Agile, DevOps) and ServiceNow
• Strong communication and stakeholder management across distributed teams

Responsibilities

• Define requirements and implementation plans for enterprise ITSM tools and technologies, focusing on ServiceNow
• Ensure ITSM processes align with business objectives, regulatory requirements, and firm policy
• Collaborate with leadership to execute incident, problem, and change management strategies
• Identify opportunities for process improvement and optimization within ITSM framework
• Foster continuous improvement and operational excellence across the organization

Skills

ServiceNow

ITIL

Agile

DevOps

IT Operations

PowerBI

Tableau

Agentic AI modules

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

PowerBI

Tableau

Agentic AI modules for ITSM

Job description

Position Summary:

We are seeking an expert-level IT Service Management (ITSM) consultant for an 18-month assignment supporting multiple global ITSM initiatives. The consultant will work closely with the global ITSM leadership and project stakeholders to execute enterprise-scale projects, drive process improvement, and ensure successful delivery of ITSM solutions. Deep experience with ServiceNow is required.

Key Responsibilities:

Service Management Implementation:

• Collaborate to define requirements and implementation plans for enterprise-wide ITSM tools and technologies, with a focus on ServiceNow.
• Ensure ITSM processes are integrated with business objectives, regulatory requirements, divisional goals, and firm policy.

Strategic Incident and Problem Management:

• Collaborate with ITSM leadership and technology partners to execute strategies that enhance observability, responsiveness, resilience, and reliability.
• Ensure consistent compliance with Incident and Problem Management procedures and toolsets.

Strategic Change Management:

• Partner with ITSM leadership and technology teams to implement effective change management strategies and tooling, minimizing business disruption and operational toil.

Continuous Improvement:

• Identify and drive opportunities for process improvement and optimization within the ITSM framework.
• Collaborate on initiatives to enhance the efficiency and effectiveness of IT service delivery across the organization.
• Foster a culture of continuous improvement and operational excellence.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Minimum 8 years of experience in IT Operations, with significant exposure to global, enterprise-scale environments.
• Demonstrated expertise in ITSM frameworks and best practices (ITIL, Agile, DevOps).
• Extensive hands-on experience with ServiceNow; proficiency with agentic AI modules for ITSM functions is a strong plus.
• Experience with reporting and analytics tools (e.g., PowerBI, Tableau) is a plus.
• Exceptional problem-solving and analytical skills.
• Strong communication and interpersonal skills, with a proven ability to work effectively with diverse, globally distributed teams and stakeholders.
• Track record of managing multiple priorities and delivering results in fast-paced, dynamic environments.