ServiceNow ITSM Specialist (Incident Management)

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 ServiceNow ITSM Specialist (Incident Management) position. In this role, you support the effective execution and continuous improvement of Incident Management and related IT Service Management (ITSM) processes across CMHC’s Agile, product-oriented delivery model.

What you’ll do: 

• Execute Incident Management activities in alignment with established ITSM processes, standards, and tooling.
• ServiceNow day-to-day activities:
  
  • Build and maintain solutions (Business Rules, Script Includes, Client Scripts, catalog items, UI Policies, Flows).
  • Perform daily admin and delivery support (access, data fixes, config updates, requirements, deployments, production).
  • Package, promote, and deploy changes using Update Sets.
  • Debug and resolve defects, support upgrades, code reviews, and development standards.
• Coordinate and support incident resolution, including participation in Major Incident bridges and escalation activities.
• Perform incident triage, prioritization, escalation, and stakeholder communication in collaboration with delivery teams, infrastructure, security, and vendors.
• Ensure incidents are accurately logged, categorized, updated, and closed in ServiceNow in accordance with quality standards.
• Contribute to post incident reviews, including timeline documentation, data gathering, and follow-up action tracking.
• Monitor incident queues and operational dashboards, and produce routine reporting on trends, SLAs, and operational risks.
• Support ITSM process adherence and continuous improvement, including documentation, runbooks, templates, and knowledge articles.
• Validate operational readiness for new or changed services by supporting service introduction activities and readiness checklists.

What you should have: 

• A postsecondary education in Information Technology, Computer Science, or a related discipline (or an equivalent combination of education and experience).
• A minimum 5 years of experience in IT operations, service delivery, or IT Service Management.
• ITIL Foundation certification is required, advanced ITIL or ITSM certifications considered an asset.
• Working knowledge of Incident and Major Incident Management practices.
• Hands on experience using ServiceNow or similar ITSM tools.
• Familiarity with SLA tracking, incident reporting, and operational metrics.
• The ability to follow defined ITSM processes and operate effectively in high pressure operational environments.
• Strong communication skills and collaboration skills to work effectively with technical teams and stakeholders.

It would be great if you also had: 

• ServiceNow ITSM or Incident Management certifications.
• Hands on experience supporting Incident Management or Operations Control functions within an IT Service Delivery environment.
• Experience collaborating with infrastructure teams, platform managers, agile pods, or vendors during incidents or service disruptions.

Post 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!