Senior Itsm Lead: Itil, Servicenow & Csi Expert

For more than 70 years, we've been making a difference, in every degree.
At Master, our people are the driving force behind our success. As Canada's largest HVAC-R distributor and one of North America's industry leaders, we're proud to bring together more than 2,000 employees across nearly 100 locations in Canada and the United States.
Every day, our teams help deliver innovative solutions that improve comfort, energy efficiency, and building performance. Through collaboration, expertise, and a commitment to doing what's right, we create lasting value for our customers, partners, and communities.
Guided by our purpose —
Improving people's lives, in every degree
— we empower our employees to grow, make a meaningful impact, and build rewarding careers in an environment where people, teamwork, and continuous improvement come first.
The Senior ITSM Specialist is responsible for designing, implementing, and continuously improving IT Service Management (ITSM) processes across the organization. This role acts as a subject matter expert on ITIL-aligned practices, owns key service management processes end-to-end, and partners with IT, business stakeholders, and vendors to ensure reliable, efficient, and compliant delivery of IT services.
Please note that this position can be based anywhere in Canada;
however, priority will be given to candidates in the Greater Montreal area, where our headquarters are located.
What You Will Accomplish With Us
Process Ownership & Governance
Own and mature core ITSM processes: Incident, Problem, Change, Request Fulfillment, Configuration (CMDB), Service Catalog, Knowledge, and SLA/OLA managementDefine and maintain process documentation, workflows, RACI matrices, and policiesConduct regular process health checks and drive continuous service improvement (CSI) initiatives
Tool Administration & Configuration
Administer and configure the ITSM platform (e.G., ServiceNow, Jira Service Management, BMC Helix, Cherwell)Build and optimize workflows, forms, business rules, approval chains, and automationManage integrations with monitoring, CMDB, HR, and other enterprise systems
Incident & Problem Management
Act as escalation point for major incidents;
coordinate cross-functional bridge callsDrive root cause analysis (RCA) and post-incident reviews (PIRs)Track problem records to resolution and ensure knowledge articles are updated
Change & Release Management
Chair or support the Change Advisory Board (CAB)Review and risk-assess change requests;
ensure proper approvalsand schedulingMonitor change success rates and identify recurring failure patterns
Reporting & Metrics
Define and report on KPIs/SLAs (MTTR, MTTA, first-call resolution, backlog aging, CSAT)Build dashboards for leadership visibility into service healthIdentify trends and recommend corrective actions
Stakeholder Management & Training
Liaise between IT teams, business units, and third-party vendorsTrain and mentor junior service desk and ITSM staffCommunicate process changes and gather feedback for adoption
Compliance & Risk
Ensure alignment with ITIL 4 best practices, internal audit, and regulatory requirements (e.G., SOX, ISO 20000, GDPR where applicable)Support audit readiness with accurate documentation and evidence
Required Qualifications
What You Bring to Our Team:
Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)5–8+ years in IT Service Management, with at least 2–3 years in a senior/lead capacityITIL 4 Foundation certification required;
Intermediate/Managing Professional preferredHands-on expertise with a major ITSM platform (ServiceNow strongly preferred in most markets)Strong understanding of ITIL processes, SLA management, and service catalog designExperience with CMDB structure and configuration item relationships
Preferred Qualifications
ServiceNow Certified System Administrator (CSA) or equivalentExperience with Agile/DevOps integration into ITSM (e.G., Jira–ServiceNow bridges)Exposure to AIOps, automation/orchestration tools, or chatbots for self-serviceProject or program management experience (PMP, Scrum Master a plus)Bilingual french
Base Salary Range: $100,000 – $120,000 annually
Supplemental Pay Types: Annual bonus
The final salary will be determined based on the candidate’s skills and experience, in compliance with applicable regulations.
Competitive Benefits: In addition to a rewarding career within our team, we offer
Medical and dental coverage from day one, along with short and long-term disability protectionContribution to a collective registered retirement savings plan upon starting your role.Wellness spending accountAn employee assistance program including psychological, financial, and legal support.Access to telemedicine from the beginning of your employment.Reimbursement of professional association membership fees.Early vacation program.Work–life balance supported through a hybrid work policy.
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