Information Technology Service Management Consultant - ServiceNow

Job summary

Lead enterprise IT service operations in a complex, multi-vendor environment, focusing on Incident, Problem, Request, and Change Management, as well as Major Incident Management and Service Desk governance. Use ServiceNow, root cause analysis, service performance reporting, and continual service improvement to support effective service delivery.

Job details

IT Operations & ITSM Lead – ServiceNow Location: Burnaby, BC – Hybrid, 3 days onsite per week Contract: November 2026 – October 2027 PrecisionERP/IT is seeking an experienced IT Operations & ITSM Lead – ServiceNow to support enterprise IT service operations within a complex, multi-vendor environment. The role will focus on Incident, Problem, Request and Change Management, Major Incident Management, Service Desk governance, ServiceNow, RCA, service performance reporting, and continual service improvement. Key Requirements: 9+ years of IT Service Management experience Strong hands-on experience with ServiceNow ITIL certification Experience with Incident, Problem, Request and Change Management Major Incident Management and Root Cause Analysis experience Service Desk and vendor governance experience Experience working in multi-vendor / SIAM environments Strong stakeholder management and communication skills Experience developing ITSM processes, SOPs and governance documentation Utilities or public-sector experience is considered an asset.

What you’ll do

Lead enterprise IT service operations in a complex, multi-vendor environment, focusing on Incident, Problem, Request, and Change Management, as well as Major Incident Management and Service Desk governance. Use ServiceNow, root cause analysis, service performance reporting, and continual service improvement to support effective service delivery.

Requirements

Requires at least nine years of IT Service Management experience, hands-on ServiceNow experience, and ITIL certification. Candidates should have experience in ITSM processes, major incident management, root cause analysis, Service Desk and vendor governance, multi-vendor or SIAM environments, stakeholder communication, and developing processes, SOPs, and governance documentation; utilities or public-sector experience is an asset.

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Root Cause Analysis · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management
• ServiceNow
• Incident Management
• Problem Management
• Request Management
• Change Management
• Major Incident Management
• Root Cause Analysis
• Service Desk Governance
• Vendor Governance
• SIAM
• Stakeholder Management
• ITSM Process Development
• SOP Development
• Service Performance Reporting
• Continual Service Improvement

Job areas

• Technology
• Management & Leadership
• Consulting
• Customer Service & Support
• Government & Public Sector

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