IT Service Management & Analytics Specialist

Job summary

Coordinate ITSM activities across Cyber and IAM platforms while monitoring service performance and operational metrics. Develop dashboards and reports to provide actionable insights and drive cross-functional process improvements.

Job details

Summary Location: Montreal (day 1 onboarding onsite / in-office presence required 3x/week) Duration: 12 Months Years of experience: Minimum 5 years Responsibilities Coordinate Incident, Problem, Change, and Service Management activities across Cyber and IAM platforms. Monitor service performance and operational metrics to identify trends, recurring issues, control gaps, risk indicators, and improvement opportunities. Develop and maintain dashboards, KPIs, executive reporting, and operational insights using Power BI, Excel, ServiceNow, and related reporting technologies. Analyze operational data and translate findings into clear, actionable recommendations for technical teams and senior stakeholders. Drive and coordinate cross-functional initiatives involving Cyber Engineering, Operations, Risk, Audit, Infrastructure, and business teams. Facilitate governance forums, service reviews, operational reviews, and management reporting processes. Identify opportunities to improve service management processes, workflows, controls, reporting, and operational efficiency through automation and process optimization. Use approved AI-enabled productivity tools to enhance research, analysis, documentation, reporting, knowledge management, and operational efficiency. Apply effective AI prompting and validation techniques to improve the quality and efficiency of AI-assisted work while maintaining appropriate governance and oversight. Support audit, regulatory, risk, and compliance activities through controls management, evidence collection, documentation, issue tracking, and reporting. Document business and operational requirements, processes, procedures, controls, and service management standards to improve consistency and scalability. Requirements Strong knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Service Management. Experience working with ServiceNow or a comparable enterprise ITSM platform. Strong analytical and critical-thinking skills with experience analyzing operational, service, or performance data. Experience developing dashboards, KPIs, reports, and management-level operational insights. Proficiency with Power BI and Excel or comparable business intelligence and analytics tools. Strong project coordination, organizational, and stakeholder management capabilities. Ability to work effectively across technical, risk, control, audit, and business teams. Strong written and verbal communication skills, including the ability to present complex information clearly to senior stakeholders. Ability to manage competing priorities and drive initiatives across multiple teams. Experience with Microsoft 365 collaboration tools such as SharePoint and Teams. Preferred Skills Experience supporting Cybersecurity, Identity & Access Management, Infrastructure, or other technology operations environments. Experience with Snowflake, SQL, data warehousing, or other enterprise data and analytics platforms. Familiarity with ITIL principles or ITIL certification. Experience with operational risk, controls, audit, or regulatory processes. Experience identifying and implementing workflow automation or process improvement opportunities. Practical experience using enterprise AI-enabled tools such as Microsoft Copilot, ChatGPT, Claude, or similar technologies for analysis, reporting, documentation, or productivity. Familiarity with prompt design, AI-assisted analysis, and validation of AI-generated outputs. This role is for an existing vacancy.

What you’ll do

Coordinate ITSM activities across Cyber and IAM platforms while monitoring service performance and operational metrics. Develop dashboards and reports to provide actionable insights and drive cross-functional process improvements.

Requirements

Requires at least 5 years of experience with strong knowledge of ITSM practices and proficiency in ServiceNow and Power BI. Candidates must possess strong analytical skills and the ability to communicate complex information to senior stakeholders.

Listed skills

• Power BI · Preferred
• Process Optimization · Preferred
• Project Coordination · Preferred
• Change Management · Preferred
• Incident Management · Preferred
• Microsoft 365 · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management
• ServiceNow
• Power BI
• Excel
• Incident Management
• Problem Management
• Change Management
• KPI Development
• Stakeholder Management
• Data Analysis
• AI Prompting
• Project Coordination
• Microsoft 365
• Operational Reporting
• Governance
• Process Optimization

Job areas

• Technology
• Data & Analytics
• Management & Leadership
• Security & Safety
• Consulting