ITSM Specialist

Next Horizon is here. Fueled by investments in talent and technology, our bold strategy to transform is nearly complete.  

At Gore Mutual, we’ve always set ourselves apart as a modern mutual that does good. Now, we’re proudly building on that legacy to transform our company—and our industry—for the better.  

Our path forward sharpens our focus on business performance, driven by leading technology, innovation and an agile, high-performing culture. With Gore Mutual and Beneva announcing their intent to merge in 2026, we’ll be uniting two well-established, financially strong, and trusted brands to become the strongest mutual insurer in Canada, ensuring Canadians have purpose-driven insurance options for generations to come.  Come join us.  

The  ITSM Specialist is a  process specialist within the ITSM Team , supporting IT services delivered across the organization. This role will define and enable the required business processes needed for the business to be successful.The  ITSM Specialist   must  have excellent communication skills, both verbal and written , as well as u nderstanding of ITSM, with a focus and  expertise in one or more of the following disciplines: Incident Management, Problem Management, Change Management; Knowledge Management, Event Management.  

What will you be doing in this role?

Responsible for the improvement and Governance of ITSM Processes   

• Define ITSM standards  


• Establishing and communicating the process mission, goals and objectives to stakeholders  


• Resolving any escalation or cross-functional issues  


• Ensuring consistent execution of processes across the enterprise  


• Reporting on the effectiveness of the process  


• Initiating any process improvement initiatives  

Maintain Expertise and Currency  

• Identify and recommend training opportunities for the ITSM team members to be able to maintain a high level of skills in areas that are relevant.  


• Work to ensure the team has sufficient skills and cross training to support the technical environment efficiently and reliably.  


• Proactively engage with 3rd parties (vendors and solution providers) to bring forward to the company solutions that potentially have value.  

Process Improvements & Reporting  

• Ensure all appropriate stakeholders are engaged.  


• Ensure ITSM processes are aligned and work well in Gore and meet or exceed industry standards  


• Identify and build reporting to track effectiveness and manage ITSM processes, including KPI’s & KRI’s  


• Available for afterhours support when required  

Effectively Communicate and Report on Initiatives  

• Retrieve data to perform weekly analysis and conduct weekly reports to be communicated and presented to all appropriate stakeholders  

What will you need to succeed in this role?

• Community College degree in Information Technology or relevant education. ITSM Certification  an asset.  


• 3 years’ experience in any one or combination of below skills:  


• Change management  


• Problem Management  


• Incident Management  


• Process Governance (developed, written and implemented process) 


• People Leadership/Facilitation (ability to manage a crisis meeting with many parties and demands) 


• Experience with ITSM tools (ServiceNow etc) 


• Strong Reporting experience  


• Good at Time Management, Conflict management and self-motivated 


• Ability to Prioritize multiple workstreams (strong multitasking) 

#LI-Hybrid

The expected base salary range for this position is $79,500 - $129,500. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.

This posting pertains to an existing vacancy that is actively being filled.

Accessibility for applicants

Gore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process.

If you require accommodation because of a disability, we will work with you to meet your needs.  Contact us and a human resources representative will consult with you to determine an appropriate accommodation.

Should you request an accommodation during the interview process, please notify your Talent Acquisition Consultant.