Lead – ServiceNow Event Management

Lead – Service Now Event Management (Job ) – Toronto, Ontario

Division:
Technology Services

Reports To:

Manager, IT Service & Asset Management

Max Salary Range: $113,683 – $155,216

IT Infrastructure Monitoring & Event Management Lead – Service Now Event Management (Senior Technical Support Specialist
1) will be responsible for leading the City’s IT infrastructure monitoring & event management service line, leveraging Service Now as the City’s enterprise platform for monitoring & event management. Reporting to the Manager, IT Service and Asset Management, this role is both strategic and hands‑on, leading the operational team responsible for end‑to‑end monitoring of IT infrastructure components, system performance, and application availability across the City’s IT landscape, with Service Now serving as the centralized monitoring & event management platform.

A key focus of this role will be to lead the transition from the City’s existing IT infrastructure monitoring & event management platform to the Service Now IT Operations Management (ITOM) Monitoring & Event Management suite. This includes engaging professional services, managing stakeholder relationships, and ensuring business continuity throughout the transformation. The successful candidate will work closely with IT infrastructure, application, and service management teams, serve as the primary technical authority for IT infrastructure monitoring & event management tools, and manage vendor and stakeholder relationships to deliver continuous improvements and operational excellence.

• Provide team leadership, technical guidance, and subject matter expertise for the IT Infrastructure Monitoring & Event Management team responsible for IT infrastructure and application monitoring operations using Service Now Monitoring & Event Management.
• Review and expand the IT Infrastructure Monitoring & Event Management service line to ensure it aligns with the City’s evolving operational needs, strategic priorities, and modernization objectives.
• Lead and oversee the successful delivery of the IT monitoring & event management modernization initiative, with a key focus on transition from legacy tools to Service Now Monitoring & Event Management.
• Engage and coordinate professional services to support the design, implementation, and rollout of the infrastructure monitoring & event management platform in Service Now.
• Oversee the implementation and configuration of Service Now Event Management policies, alert rules, correlation logic, and operational thresholds.
• Plan, manage, and support the integration of third‑party monitoring tools into Service Now Monitoring & Event Management to centralize alert visibility and streamline response.
• Develop and maintain real‑time monitoring dashboards, health reports, and executive summaries using Service Now and native reporting tools.
• Integrate Service Now Monitoring & Event Management with Incident, Major Incident and Problem Management workflows to ensure seamless alert‑to‑incident creation and triage.
• Support onboarding of new infrastructure, applications, and business services into the Service Now Event Management platform and ensure operational readiness through proper alert configuration.
• Lead the development of procurement documentation including Requests for Proposal (RFPs), Requests for Quotations (RFQs/RPQs), and Requests for Services (RFSs) related to enterprise monitoring transformation, tool procurement, and professional services engagements.
• Manage stakeholder engagement with internal divisions and service owners to validate monitoring requirements, share insights, and drive adoption.
• Supervise and support team members, providing coaching, mentoring, work assignment, and performance feedback to build technical depth and operational excellence.
• Report on key performance indicators (e.g., event volume, MTTR, false positive ratio, service availability impact) and identify opportunities for continuous improvement.
• Liaise with vendors, partners, and internal teams for tool maintenance, upgrades, and continuous improvement.

• Extensive experience in IT infrastructure monitoring & event management,…