Knowledge Management Practice Leader - ITSM
About the role
Description Internal Job Title: IT Analyst
Context The IT Service Management and Partner Relations Department is continuing its transformation by strengthening its ITSM practices according to the ITIL framework. The IT Service Management team, composed of ITIL v4 certified professionals, is responsible for implementing, evolving, operationalizing, and governing all ITSM practices.
The knowledge management practice has been successfully established over the past few years. We are now looking for a Practice Leader to take over, structure governance, and further develop this strategic practice.
Role And Responsibilities As the Knowledge Management Practice Leader, you will be responsible for:
- Ensuring governance, consistency, and continuous evolution of the practice across the organization.
- Defining and maintaining policies, standards, roles, and responsibilities related to knowledge management.
- Collaborating with other ITSM practice leaders to ensure alignment and integration of processes.
- Supporting teams in adopting best practices and optimizing the use of knowledge management tools (e.g., ServiceNow).
- Measuring practice performance (KPI, ITIL indicators) and proposing continuous improvements.
- Translating complex technical content into clear, accessible articles for end users.
- Acting as an ambassador for a culture of knowledge sharing and valorization.
Profile Sought
- Degree in Computer Science, Administration, or a related field, with 2 to 5 years of relevant experience.
- Proven experience in knowledge management within a structured IT environment.
- Knowledge of the ITIL framework (ITIL v4 certification is an asset) and experience with the KCS model.
- Proficiency with ITSM tools and knowledge management platforms (ServiceNow knowledge is an asset).
- Excellent communication, simplification, facilitation, and collaboration skills.
- Strategic mindset, rigor, autonomy, and intellectual curiosity.
- Strong interest in new technologies, including artificial intelligence.
- Intermediate English proficiency, as the role involves documenting, analyzing documentation, and communicating with English-speaking colleagues in Canada, representing approximately 20% of the work.
- Knowledge of the insurance and financial services industry is an asset.
About iA Groupe financier / iA Financial Group
iA Financial Group is one of the largest insurance and wealth management groups in Canada, with operations in the United States. Founded in 1892, it is an important Canadian public company and is listed on the Toronto Stock Exchange under the ticker symbols IAG (common shares) and IAF (preferred shares).
Knowledge Management Practice Leader - ITSM
About the role
Description Internal Job Title: IT Analyst
Context The IT Service Management and Partner Relations Department is continuing its transformation by strengthening its ITSM practices according to the ITIL framework. The IT Service Management team, composed of ITIL v4 certified professionals, is responsible for implementing, evolving, operationalizing, and governing all ITSM practices.
The knowledge management practice has been successfully established over the past few years. We are now looking for a Practice Leader to take over, structure governance, and further develop this strategic practice.
Role And Responsibilities As the Knowledge Management Practice Leader, you will be responsible for:
- Ensuring governance, consistency, and continuous evolution of the practice across the organization.
- Defining and maintaining policies, standards, roles, and responsibilities related to knowledge management.
- Collaborating with other ITSM practice leaders to ensure alignment and integration of processes.
- Supporting teams in adopting best practices and optimizing the use of knowledge management tools (e.g., ServiceNow).
- Measuring practice performance (KPI, ITIL indicators) and proposing continuous improvements.
- Translating complex technical content into clear, accessible articles for end users.
- Acting as an ambassador for a culture of knowledge sharing and valorization.
Profile Sought
- Degree in Computer Science, Administration, or a related field, with 2 to 5 years of relevant experience.
- Proven experience in knowledge management within a structured IT environment.
- Knowledge of the ITIL framework (ITIL v4 certification is an asset) and experience with the KCS model.
- Proficiency with ITSM tools and knowledge management platforms (ServiceNow knowledge is an asset).
- Excellent communication, simplification, facilitation, and collaboration skills.
- Strategic mindset, rigor, autonomy, and intellectual curiosity.
- Strong interest in new technologies, including artificial intelligence.
- Intermediate English proficiency, as the role involves documenting, analyzing documentation, and communicating with English-speaking colleagues in Canada, representing approximately 20% of the work.
- Knowledge of the insurance and financial services industry is an asset.
About iA Groupe financier / iA Financial Group
iA Financial Group is one of the largest insurance and wealth management groups in Canada, with operations in the United States. Founded in 1892, it is an important Canadian public company and is listed on the Toronto Stock Exchange under the ticker symbols IAG (common shares) and IAF (preferred shares).