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

• Paid 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 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 for tracking key performance indicators (KPIs and SLAs).
• Model, implement, and update workflows and automated enterprise 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 requirements and adapt ServiceNow solutions to their operations.
• Ensure governance and comprehensive technical documentation of IT service configurations, processes, and architectures.
• Arbitrate and popularize technical choices related to ITSM processes among 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, etc.) and in IT service management.
• Solid proficiency in 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 fluency in English and French (advanced/negotiation level).

Embark on an exciting journey with AAA Canada, where every application paves the way for 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 that offers specialized subcontracting and technical assistance services related to industrial engineering, production, and maintenance processes in the Aerospace, Ground Transportation, and Defense sectors.