ITSM ServiceNow Analyst

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

The ServiceNow Analyst with a focus on IT Service Management (ITSM) will be a key contributor to the configuration, implementation, and enhancement of ServiceNow ITSM modules. While primarily working within the IT Service Management Team, the role will also involve a reporting relationship to the ServiceNow Team, with work efforts federated by the ServiceNow Product Owners. This setup ensures alignment with both team objectives and the broader ServiceNow strategy.

What you'll do here: 

• Collaborative Process Management: Work closely with both the IT Service Management team and the ServiceNow product owners to implement and manage ITSM processes, particularly focusing on Incident, Problem, and Change Management within the ServiceNow platform.

• Platform Configuration: Partner with ServiceNow product owners to configure ITSM modules in alignment with organizational requirements and industry best practices, ensuring integration and coherence across all IT services.

• Process Improvement and Change Management: Collaborate with process owners and stakeholders to analyze and enhance ITSM processes, facilitating changes through structured change management practices in conjunction with ServiceNow guidance.

• Incident and Problem Resolution: Actively monitor and address incidents and problems, coordinating with IT teams and leveraging ServiceNow functionalities to enhance service delivery.

• Metrics and Reporting Support: Develop shared dashboards and reports under the guidance of ServiceNow product owners, tracking KPIs and SLAs to provide insights into process performance and areas for improvement.

• Cross-Functional Training and Support: Provide training and support for ITSM tools and processes to end users and IT team members, while also aligning with ServiceNow team methodologies to ensure consistency.

• Documentation and Knowledge Sharing: Contribute to comprehensive documentation of ITSM processes and ServiceNow configurations, promoting knowledge sharing between the ITSM and ServiceNow teams.

What you bring to the table: 

• Bachelor's degree in Information Technology, Computer Science, or related field.

• Demonstrated experience with ServiceNow ITSM modules in a collaborative team environment.

• Strong understanding of ITIL framework and ITSM best practices.

• ServiceNow Certified System Administrator (CSA) and ITIL Foundation certification is highly desirable.

• Excellent problem-solving and interpersonal skills, with the ability to work effectively within a dual-reporting structure.

• Strong communication skills to engage with cross-functional teams and stakeholders.

• Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country. 

• No Canadian work experience required however must be eligible to work in Canada 

#LI-Hybrid 

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.