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 management
• Define and maintain process documentation, workflows, RACI matrices, and policies
• Conduct 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 automation
• Manage integrations with monitoring, CMDB, HR, and other enterprise systems

Incident & Problem Management

• Act as escalation point for major incidents; coordinate cross-functional bridge calls
• Drive 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 approvals and scheduling
• Monitor 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 health
• Identify trends and recommend corrective actions

Stakeholder Management & Training

• Liaise between IT teams, business units, and third-party vendors
• Train and mentor junior service desk and ITSM staff
• Communicate 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 capacity
• ITIL 4 Foundation certification required; Intermediate/Managing Professional preferred
• Hands-on expertise with a major ITSM platform (ServiceNow strongly preferred in most markets)
• Strong understanding of ITIL processes, SLA management, and service catalog design
• Experience with CMDB structure and configuration item relationships

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or equivalent
• Experience with Agile/DevOps integration into ITSM (e.g., Jira–ServiceNow bridges)
• Exposure to AIOps, automation/orchestration tools, or chatbots for self-service
• Project 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 protection
• Contribution to a collective registered retirement savings plan upon starting your role.
• Wellness spending account
• An 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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