ITSM Analyst - IT Services Management

Job Information

• Date Opened 08/05/2026
• Job Type Contract
• Industry Engineering
• Work Experience 5+ years
• City Mirabel Southwest
• Zip/Postal Code J7N
• State/Province Quebec
• Country Canada

About Us

Gestal Amérique du Nord is a partner of choice for companies in the aerospace, shipbuilding, and energy sectors. We offer a complete range of services, from design to execution, including maintenance. Our experts support our clients in optimizing their production processes, ensuring compliance with the most rigorous standards, and improving their overall performance.

Our values: Quality is everyone's business, and our commitment to continuous improvement transforms errors into opportunities for excellence. We foster a respectful and caring work environment where employees thrive. If you are ready to take on challenges and foster innovation, join us!

Job Description

Do you have experience with the ServiceNow platform and optimizing IT Service Management (ITSM) processes? Are you passionate about data analysis, workflow automation, and continuous improvement in complex IT environments? Do you want to evolve within a dynamic and international team? This position is for you!

You will be part of the team responsible for the management, optimization, and development of IT services based on the ServiceNow platform. Your main role will be to design workflows, analyze service performance via advanced dashboards, and drive the continuous improvement of IT processes.

Your challenges:

• Lead the continuous management and optimization of IT services based on the ServiceNow platform (ITSM, ITOM, etc.).

• Design, develop, and maintain advanced analytical dashboards and reports for monitoring performance indicators (KPIs and SLAs).

• Model, implement, and update company workflows and automated processes.

• Analyze system data to proactively identify opportunities for improvement, simplification, and automation of business processes.

• Collaborate directly with internal stakeholders and users to gather their needs and adapt ServiceNow solutions to their operations.

• Ensure governance and comprehensive technical documentation of IT service configurations, processes, and architectures.

• Mediate and explain technical choices related to ITSM processes to IT teams and management.

Requirements

Your profile:

• University degree (or equivalent) in computer science, software engineering, or a related discipline.

• Confirmed practical experience on the ServiceNow platform (ITSM, ITOM modules, reporting, etc.) and in IT service management.

• Strong command of data analysis and associated tools (e.g., Google Sheets, ServiceNow dashboards).

• Excellent technical popularization skills, keen analytical mind, and demonstrated autonomy in a complex environment.

• Knowledge of service management frameworks (e.g., ITIL) and the aerospace industry (an asset).

• Strong communication and interpersonal skills to interact effectively with transnational teams.

• Proficiency in English and French (advanced/negotiation level) mandatory.