Senior ServiceNow ITSM Analyst — ITIL Process Leader

Capgemini; Mississauga; On-site; CAD 80,000 - 100,000; Full time

Job summary

A global consulting firm in Peel Region, Mississauga is seeking a Principal Service Management Consultant to support and enhance IT Service Management processes using the ServiceNow platform. The ideal candidate will have strong analytical skills and 2+ years of experience with ServiceNow ITSM modules. Responsibilities include configuring ITSM modules, collaborating with stakeholders, and providing support for enhancements. This role offers robust benefits and emphasizes well-being and professional development.

Benefits

Healthcare including dental and vision

Financial well-being programs

Paid parental leave

Family building benefits

Mentoring and coaching programs

Qualifications

• 2+ years of hands-on experience with ServiceNow ITSM modules.
• Familiarity with scripting in ServiceNow (Business Rules, Client Scripts, UI Policies).
• ITIL Foundation Certification (v3 or v4).
• ServiceNow System Administrator certification (preferred).
• Strong understanding of ITIL processes: Incident, Problem, Change, and Knowledge Management.

Responsibilities

• Configure, maintain, and optimize ServiceNow ITSM modules.
• Collaborate with stakeholders to gather requirements.
• Analyze and implement ITIL-aligned processes within ServiceNow.
• Monitor and improve workflows, SLAs, and reporting dashboards.
• Provide technical and functional support for ServiceNow enhancements.

Skills

Analytical skills

Stakeholder management

ServiceNow ITSM modules

ITIL processes

Communication skills

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Job description

A global consulting firm in Peel Region, Mississauga is seeking a Principal Service Management Consultant to support and enhance IT Service Management processes using the ServiceNow platform. The ideal candidate will have strong analytical skills and 2+ years of experience with ServiceNow ITSM modules. Responsibilities include configuring ITSM modules, collaborating with stakeholders, and providing support for enhancements. This role offers robust benefits and emphasizes well-being and professional development.