Senior Specialist, Incident & Problem Management; ITSM

Job Requisition : 11993

Position Status: Permanent Full Time

Position Type: Hybrid

Office Location: Ottawa (ON)

Travel Requirement: Limited

Language Designation: English Essential

Language Skill Levels (Read/Write/Speak): ZZZ

Security Requirement: Reliability Status

Salary: Our salaries generally range from $  to $  and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a permanent employee:

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About the role

Join the Infrastructure and Operations Team, in the Senior Specialist, Incident & Problem Management (ITSM) position. In this role, you will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, with a primary focus on Service Now tooling, workflow execution, data quality, and operational reliability.
You will also play a critical operational role by maintaining process integrity, optimizing workflows, ensuring accurate and actionable operational data, and supporting continuous improvement through analysis and execution.

What you’ll do

• Execute and support the full Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
• Act as Major Incident Commander for high impact incidents, facilitating incident bridges, coordinating technical teams and vendors, and ensuring timely service restoration.
• Maintain accurate incident timelines, communications, and documentation during and after incidents, ensuring data quality and audit readiness.
• Ensure post incident reviews are completed, root cause information is captured, and corrective actions are documented, tracked, and followed through.
• Configure, maintain, and optimize Incident and Major Incident Management capabilities in Service Now, including workflows, templates, automation, dashboards, and reporting.
• Ensure data quality, categorization, prioritization logic, and SLA integrity across all incident records.
• Analyze incident trends, recurrence patterns, SLA performance, and operational risks, providing data driven insights and recommendations for problem management and continuous improvement.
• Act as an operational subject matter expert, providing hands on guidance to delivery teams, platform teams, and shared services on correct incident and ITSM process execution.

What you should have:

• A postsecondary education in Information Technology, Computer Science, or a related discipline. An equivalent combination of education and/or experience can be considered.
• An ITIL Foundation is required.
• A minimum of 7 years of progressive experience in IT Service Management, with deep hands-on experience in Incident and Major Incident Management.
• Demonstrated hands-on experience configuring and operating Service Now ITSM, particularly Incident and Major Incident Management.
• Strong understanding of Service Now workflows, data model, automation, and reporting.
• Experience operating in complex, regulated, or compliance driven environments.
• A proven ability to operate calmly and…