Senior Incident & Problem Management Specialist (ITSM)

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 Incident & Problem Management Specialist (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 ServiceNow 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 ServiceNow, 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.
• 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 ServiceNow ITSM, particularly Incident and Major Incident Management. 
• Strong understanding of ServiceNow workflows, data model, automation, and reporting. 
• Experience operating in complex, regulated, or compliance driven environments. 
• Proven ability to operate calmly and decisively during high pressure incident situations. 
• Strong analytical, facilitation, and communication skills in both official languages (English and French), with the ability to influence without direct authority.

It will be great if you also had:

• Hands on experience with ServiceNow beyond standard incident handling, including Major Incident configuration and execution, dashboarding, performance reporting, and workflow automation. 
• Advanced ITIL or IT Service Management (ITSM) certifications, and ServiceNow ITSM or Incident Management certifications.
• Experience supporting Service Introduction and Operational Readiness activities. 
• Experience coordinating vendors and managed service providers during incidents and service disruptions.

Posting closing date: Note, the competition will remain active until filled.

Standby and Call Back duties are a requirement of this position and will be subject to CMHC policies, including the Standby and Call Back Pay Procedure.

Our commitment to diversity, equity, and inclusion 

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada.

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our mission.

Learn more about our commitment to diversity and inclusion 

What happens after you apply 

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process.  If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!