Bilingual Senior Specialist, IT Operations Monitoring & Service Insights

Job Requisition : 12030

Position Status: Permanent Full Time

Position Type: Hybrid

Office Location: Ottawa (ON);
Montreal (QC)

Travel Requirement: Limited

Language Designation: Bilingual

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

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 Bilingual Senior IT Operations Monitoring & Service Insights Specialist position. You will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, while ensuring end-to-end service visibility through proactive, enterprise-wide monitoring (infrastructure, network, certificates and applications).

What you’ll do:

• Monitor end-to-end IT service health (infrastructure, network, certificates, and applications) using enterprise monitoring and observability tools (e.g., Dynatrace, Splunk, Zabbix, Solar Winds, and Science Logic) and Service Now dashboards.
• Detect, validate and correlate alerts/events to identify incidents early, reduce noise, and enable rapid triage before end users or clients are impacted.
• Analyze incident trends, service degradation patterns, SLA performance, recurrence patterns, and operational risk indicators to identify systemic issues and improvement opportunities.
• Produce actionable service insights and data-driven recommendations to support Operations Control, governance forums, and continuous improvement initiatives: (e.g., monitoring coverage, alert quality and response readiness).
• Maintain accurate operational data and reporting, ensuring categorization integrity and reliability of dashboards and metrics across Service Now and monitoring platforms.
• Support Incident and Major Incident Management by providing real-time operational insights from monitoring tools, validating timelines, and supporting post-incident analysis: (problem patterns, leading indicators, and detection gaps).
• Configure, maintain, and optimize Service Now reporting, dashboards, KPIs, and analytics including integration/consumption of monitoring signals to improve detection and response performance.
• Support audit, risk, and compliance activities by providing validated operational artifacts and evidence from Service Now and monitoring platforms (alerts, timelines, performance reporting).

What you should have:

• A minimum of 7 years of progressive experience in IT Operations / IT Service Management with deep hands-on experience in Incident and Major Incident Management in an enterprise environment.
• An ITIL Foundation is required.
• Demonstrated hands-on experience configuring and operating Service Now ITSM, particularly Incident and Major Incident Management, including reporting/dashboards and integrating monitoring signals into operational workflows.
• Strong understanding of Service Now workflows, data model, automation,…