Senior Specialist, Operational Oversight

CMHC; Ottawa; On-site; CAD 101,000 - 128,000; Full time

Job summary

An established industry player is seeking a Senior Specialist in Operational Oversight to enhance operational excellence through expert management of IT workflows and processes. This role involves collaborating with audit teams, leading major incidents, and implementing corrective measures to ensure efficient service delivery. The ideal candidate will have extensive experience in ServiceNow product management and a strong background in problem management. Join a dynamic team committed to making a meaningful impact in the housing sector, where your contributions will be valued and recognized. This is a fantastic opportunity to grow in a supportive and inclusive environment.

Benefits

Annual paid vacation

Individual performance incentive

Comprehensive group insurance plan

Support for personal and professional growth

Inclusive workplace culture

Qualifications

• 7+ years of experience in ServiceNow product management and strategy.
• Strong experience in problem management and incident resolution.
• Familiarity with regulatory requirements and IT asset management.

Responsibilities

• Manage the IT workflow platform and improve user experience.
• Partner with audit teams to deliver assessment reports.
• Lead major incidents to resolution and monitor supplier performance.

Skills

ServiceNow product management

Problem management

Incident management

Communication skills

Agile methodologies

ITIL frameworks

Education

Bachelor's degree in Information Technology

Equivalent combination of education and experience

Tools

ServiceNow

IT workflow platforms

Job description

Senior Specialist, Operational Oversight

Travel Requirement: Limited

Language Skill Levels (Read/Write/Speak): BBB

Security Requirement: Secret

Salary: Our salaries generally range from $ 101639.3 to $ 127049.13 and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. We have flexibility, in how, when, and where we work, within the boundaries of the business needs and the nature of your role. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a permanent employee:

• Annual paid vacation.
• Annual individual performance incentive.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

About the role

Join the Infrastructure and Operations Control team as Senior Specialist, Operations Control, where your service and product management expertise will drive continuous improvement across our core processes and controls to support operational excellence and efficient delivery of CMHC’s strategy.

What you’ll do:

• Execute the service strategy through expert management of the IT workflow platform (ServiceNow) and relevant processes, including product backlog, upgrades, remediation, improved user experience, issues management, and governance.
• Partner with audit & compliance teams including regulators, to deliver fact-based audit & assessment reports through interviews, provision of technical evidence, validating potential audit exceptions and recommendations to support delivery of resulting management responses and action plans.
• Account for the implementation of process and platform corrective measures, and the effectiveness of related general controls.
• Lead real world major incidents (both physical and technological) to resolution based on established processes and plans, including leadership communications, and recommending DR plan activation, as appropriate.
• Monitor IT supplier performance in the achievement of expected results through mature governance processes, execution of improvement plans and maintaining client satisfaction.
• Recommend and account for the execution of approved changes in technology, services, products, protocols, controls, and standards in the operating environment to deliver operational excellence.
• With guidance from the Sr. Manager, propose and develop the product strategy and roadmap to ensure ongoing alignment with strategic objectives.
• With support from the partners, contribute to the preparation and execution of the annual operating plan to ensure alignment with the service strategy, impact on budget, and forecast.

What you should have:

• A bachelor’s degree in information technology, information systems, computer science, or in a related field. An equivalent combination of education and/or experience may be considered.
• A minimum of seven (7) years of practical experience in ServiceNow product management and strategy to support business objectives, including product lifecycle, service mapping, product capabilities and platform technical proficiency.
• Demonstrated in-depth experience in problem management and root cause remediation.
• Experience managing real world major incident scenarios through the major incident/problem/change lifecycle.
• Demonstrated experience in directing the work of several IT third party providers through effective governance, risk management, compliance reporting, issues management, and IT general controls management.
• Exceptionally strong oral and written communication skills, as well as deep experience developing and maintaining technical documentation.
• Familiarity with regulatory requirements (i.e. OSFI) and industry standards related to IT asset Management, configuration management and business continuity.
• Experience in application of Agile and ITIL frameworks.

It would be great if you also had:

• Insurance/Financial Institution experience in complying with regulatory requirements.
• Professional designations in IT service management, configuration management, cloud platform and on-prem infrastructure management, ServiceNow, other relevant designation, or certification.
• Demonstrated experience in monitoring or overseeing large scale IT programs and/or projects.
• Experience in transformational change and managing related service area impacts.

Posting closing date: Note, the competition may remain active until filled.

Our commitment to diversity, equity, and inclusion

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada.

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our mission.

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process . If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!

About the company

Canada Mortgage and Housing Corporation is a Crown Corporation of the Government of Canada.