IT Service Management Specialist- Configuration Management

Permanent Full Time
Education Level: 4-Year University education in Computer Science, Software Engineering, or a related field.
Shift: Days
Travel: 10%
Electrify your career and help build a brighter tomorrow.

Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of IT Service Management Platform Specialist.

Reporting to the Senior Manager IT Services, this position is responsible to deliver OOTB-first, standardized ServiceNow ITSM solutions and automation, governed with audit-ready controls and disciplined release/upgrade practices, to measurably improve service speed, reliability, and customer experience.

Deliver enterprise ServiceNow ITSM solutions across Change, Incident, Major Incident, Problem, Request, Service Transition, and Knowledge to improve measurable service outcomes (speed, quality, reliability, customer experience).
Apply an OOTB-first, configuration-over-customization approach to minimize technical debt while preserving platform maintainability and upgradeability.
Standardize ITSM user experience and traceability by implementing consistent state models, workflows, task flows, notifications, and SLAs that enable audit-ready execution and reporting.
Enable compliant, stable change outcomes by configuring and governing risk-based Change Management (models/templates, risk assessment, approvals, scheduling/windows, control points).
Build performant, supportable automation using forms/UI policies, business rules, client scripting, and flow-based automation—balancing usability, maintainability, and upgrade compatibility.
Reduce release risk and improve deployment predictability through disciplined promotion practices across dev/test/prod, including controlled deployments and ATF-enabled regression coverage.
Maintain upgrade readiness and operational stability by supporting impact assessments, regression validation, remediation, and post-upgrade stabilization for ServiceNow releases.
Strengthen data foundations and digital experience by improving CMDB model/relationships and data quality governance, and by enhancing CX/portal/digital experience capabilities (as applicable) aligned to platform standards and security controls.

4-Year University education in Computer Science, Software Engineering, or a related field.

• Minimum six (6) years of hands-on ServiceNow development experience with demonstrated depth in ITSM modules.
• Valid ServiceNow Certified System Administrator (CSA) and ITIL v4 certification as a mandatory qualification.
• Strong understanding of ServiceNow data model, configuration vs customization principles, and impact analysis within a large-scale enterprise environment.
• Experience implementing standardized ITSM patterns (workflows/state models, task flows, notifications, SLAs) supporting audit-ready traceability.
• Demonstrated ability to produce technical documentation and participate in peer reviews / defect resolution supporting sustainment readiness.

As the largest generator in Ontario, we meet approximately 50% of the province’s electricity needs, largely from low-carbon sources like nuclear and hydro.

As we work to achieve our vision of Electrifying life in one generation, OPG and our family of companies are also helping advance the development of new low-carbon technologies such as Small Modular Reactors (SMRs), refurbishment projects, and electrification initiatives to help power the growing demands of a growing economy. Please submit your application online at . OPG may use artificial intelligence (AI) tools as part of the applicant screening process. The base salary range considers many factors including, but not limited to experience, education, and training, including any collective agreement requirements for union represented positions. For management roles, the base salary range does not represent the total compensation package. The total compensation package for regular full-time management roles includes pay-for-performance programs for annual and medium time periods. Maintaining a high-performance culture and excellence is a core expectation of every member of our leadership team and is rewarded through the established compensation framework.

OPG is committed to employment equity. As such, we encourage applicants from equity-seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above-mentioned purpose, priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process.