Job Description

RQ09657 - ITSM Specialist

Toronto, Ontario (on site)

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.

Nice to have:

• Canadian public sector experience