JR10433374 ITSM Analyst - IT Service Management

Job posting: ITSM Analyst - IT Service Management

• Location: Mirabel
• Company: AAA Canada (mandate for a major aerospace industry leader)
• Schedule: Day Shift
• Mandate: Full-time, permanent
• Expected start: ASAP

Benefits and Perks

• Paid sick days to ensure your well-being.
• Comprehensive group insurance program.
• Health, wellness, and development program.
• Competitive salary.
• Career development and professional growth opportunities.
• Stimulating work environment with major projects in the aeronautics, ground transportation, and defense sectors.

Responsibilities

• Drive the management and continuous optimization of IT services based on the ServiceNow platform (ITSM, ITOM, etc.).
• Design, develop, and maintain advanced dashboards and analytical reports to track performance indicators (KPIs and SLAs).
• Model, implement, and update workflows and automated business processes.
• Analyze system data to proactively identify opportunities for process improvement, simplification, and business process automation.
• Collaborate directly with internal stakeholders and users to gather their requirements and adapt ServiceNow solutions to their operations.
• Ensure governance and exhaustive technical documentation of IT service configurations, processes, and architectures.
• Arbitrate and translate technical choices related to ITSM processes for IT teams and management.

Profile

• University degree (or equivalent) in computer science, software engineering, or a related discipline.
• Proven hands-on experience on the ServiceNow platform (ITSM, ITOM, reporting, modules, etc.) and in IT service management.
• Solid mastery of data analysis and associated tools (e.g., Google Sheets, ServiceNow dashboards).
• Excellent technical communication skills, acute analytical mindset, and demonstrated autonomy in a complex environment.
• Knowledge of service management reference frameworks (e.g., ITIL) and the aerospace industry (an asset).
• Strong communication and interpersonal skills to interact effectively with transnational teams.
• Mandatory fluency in English and French (advanced/negotiation level).

Embark on an exciting journey with AAA Canada, where every application opens the door to new possibilities.

Feel free to send your resume directly to najlae.cheddad@aaa-canada.ca

AAA subscribes to the principle of employment equity and encourages women, Indigenous peoples, persons with disabilities, and members of visible minorities to submit their applications.

ABOUT AAA CANADA

AAA Canada is an on-site and off-site manufacturing company offering specialized subcontracting and technical assistance services related to industrial engineering, production, and maintenance processes in the Aeronautics, Ground Transportation, and Defense sectors.