JR10433374 ITSM Analyst - IT Service Management

Job Offer: 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 Date: ASAP

Benefits and Perks

• Sick leave 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 aerospace, 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 for tracking performance indicators (KPI and SLA).
• Model, implement, and update workflows and automated business processes.
• Analyze system data to proactively identify opportunities for process improvement, simplification, and business automation.
• Collaborate directly with internal stakeholders and users to gather their needs and adapt ServiceNow solutions to their operations.
• Ensure governance and exhaustive technical documentation of IT service configurations, processes, and architectures.
• Arbitrate and popularize technical choices related to ITSM processes with IT teams and management.

Profile

• University degree (or equivalent) in computer science, software engineering, or a related discipline.
• Confirmed hands-on experience on the ServiceNow platform (ITSM, ITOM, reporting, etc.) and in IT service management.
• Solid mastery of data analysis and associated tools (e.g., Google Sheets, ServiceNow dashboards).
• Excellent technical popularization skills, sharp analytical mind, 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 proficiency in English and French (advanced/negotiation level).

Embark on an exciting journey with AAA Canada, where every application paves the way 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, people with disabilities, and members of visible minorities to submit their applications.