Job Description On behalf of our client, Affinity is seeking an IT Service Management (ITSM) Lead to help establish and mature our enterprise ITSM practice. This hands-on role is responsible for building and documenting ITSM processes aligned with ITIL 4 standards, acting as the subject matter expert for ITSM across the organization, and partnering with the ServiceNow team to ensure platform configurations support our process requirements.

The ideal candidate is a self-starter who can take direction and execute independently with minimal oversight. You will work closely with the Manager, ITSM to stand up the practice, bringing your expertise to shape how IT services are delivered and managed organizationally.

What You'll Do

ITSM Process Development and Documentation

• Review, develop, and maintain ITSM process documentation aligned with ITIL 4 standards and best practices
• Assess existing documentation and processes, identifying gaps and recommending improvements
• Create and maintain process workflows, procedures, work instructions, and supporting artifacts
• Define roles, responsibilities, and RACI models for ITSM processes
• Establish and document KPIs and metrics frameworks to measure service performance

Subject Matter Expertise and Advisory

• Serve as an ITSM subject matter expert, providing guidance on process design and service management best practices
• Advise stakeholders on ITSM process improvements and ITIL 4 alignment
• Support the Manager, ITSM in stakeholder communications and practice development
• Translate business requirements into actionable ITSM process designs
• Promote a culture of continuous service improvement across IT teams

ServiceNow Collaboration

• Partner with the ServiceNow team to ensure platform configurations align with documented ITSM processes
• Define and communicate functional requirements for ServiceNow changes, enhancements, and integrations
• Participate in user acceptance testing (UAT) to validate that configurations meet process requirements
• Support smooth rollout and adoption of ServiceNow changes across the organization
• Collaborate on reporting and dashboard requirements to support data-driven decision making

Operational Support

• Support cross-functional collaboration with IT operations, security, and other technology teams
• Identify opportunities to improve service quality, operational efficiency, and stakeholder satisfaction

Qualifications Required

• Bachelor's degree in a related technical field, or equivalent experience
• ITIL 4 Managing Professional certification
• Demonstrated experience building and optimizing ITSM processes in enterprise environments
• Proven ability to translate process requirements into clear functional specifications for platform teams
• Excellent written communication skills with the ability to produce clear, professional documentation
• Strong interpersonal skills with the ability to collaborate effectively across teams and influence without authority
• Experience working in environments with separate ServiceNow development teams
• Familiarity with service portfolio management, service level management, and continual improvement practices

Top Skills Necessary

• 7+ years of progressive IT Service Management experience, including hands-on development of ITSM processes and documentation.
• Strong functional knowledge of ServiceNow ITSM modules (Incident, Problem, Change, Knowledge, Service Catalog, CMDB).
• Have led at least one ITSM practice transformations or greenfield implementation.

Affinity Earn Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 13044