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Mariner

Project Manager - ITSM

NB, Canada

Apply by: Oct 17, 2026
Posting language: English
Posted: Aug 18, 2026

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Original job description

WHO WE ARE
Mariner innovates always and everywhere, turning novel ideas into practical solutions. From products and services to venture creation, we build better futures powered by people. Our purpose has always been to be a great, everlasting technology company for those who make an impact - elevating people, data, and technology in the best way to solve hard problems. We partner with people embracing change, leveraging data, cybersecurity, cloud, and change management to drive successful business outcomes that matter to our customers.

Mariners build for change. Like SHIFT Energy, our energy management and decarbonization company. Or East Valley created to scale social economic impact in our communities through investment and mentorship of emerging change-makers and their companies.

Mariner’s purpose has always been to be a great, everlasting technology company and the core values that guide us every day are:

OUR VALUES

We care for our team.
We care about the impact we have on our community.
We serve by solving complex problems.
We grow because growth fuels opportunities.
We innovate always and everywhere.
We build a business that lasts.

OVERVIEW OF THE ROLE

We are seeking an experienced Project Manager or Business Analyst with strong IT Service Management (ITSM) experience to support the implementation and improvement of ITSM capabilities within a client environment. The role will work across business, IT, security, and technical teams to define requirements, improve service management processes, and support implementation, with a focus on security request handling, workflow automation, and efficient service delivery.

WHAT YOU’LL BE DOING IN THE ROLE

Support the planning, implementation, and enhancement of ITSM processes, capabilities, and supporting technology
Assess current-state service management processes and identify gaps, opportunities, and areas for improvement
Work with business, IT, security, and technical stakeholders to gather, analyze, and document requirements
Define future-state processes, workflows, roles, responsibilities, and service management requirements
Support ITSM processes such as incident, service request, change, problem, and related service management practices
Define and improve security request handling, including request intake, routing, approvals, escalation, tracking, and fulfillment
Identify opportunities to automate service requests, security requests, approvals, notifications, routing, and other repeatable workflows
Facilitate stakeholder workshops and working sessions to align on requirements, processes, priorities, and implementation decisions
Translate business needs into functional requirements, user stories, process flows, and technology-enabled workflows
Coordinate implementation activities across business, technical, security, and vendor teams
Support project planning, scope and schedule management, risk and issue management, status reporting, and stakeholder communications
Support testing, validation, deployment, documentation, change readiness, and adoption of new ITSM processes

WHAT SKILLS / QUALIFICATIONS YOU’LL NEED TO DO THE JOB

5+ years of experience in Project Management, Business Analysis, IT Service Management, with demonstrated experience supporting ITSM implementations or process improvement initiatives.
Demonstrated experience supporting or leading ITSM implementations, transformations, or process improvement initiatives
Strong understanding of ITSM principles and processes, including incident, request, change, and problem management
Strong background in assessing current-state processes, gathering requirements, facilitating stakeholder workshops, and designing practical future-state workflows
Proven ability to plan and coordinate technology implementations, including scope, schedules, milestones, dependencies, risks, and issues
Hands-on experience designing service request workflows, including approvals, escalations, fulfillment, and security-related processes within an ITSM environment
Ability to identify and implement opportunities for workflow automation and process improvement
Experience supporting initiatives through requirements, design, testing, deployment, change readiness, and adoption
Ability to work effectively across business, IT, security, technical, and vendor teams
Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders
Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice, or similar is considered an asset
ITIL, PMP, PRINCE2, CBAP, CCBA, or related certifications are considered assets
Experience with cybersecurity or information security processes, workflow automation, or client-facing consulting environments is considered an asset.

…AND YOU ARE...

Always improving your skills and knowledge: you want to be the best at what you do  
Curious and creative; comfortable taking on new problems and challenges
A self-starter with the ability to recommend priorities to the project leader 
Comfortable working through problems and figuring things out with minimal supervision
Great problem-solving skills: thorough and reliable
Able to work in a team: share knowledge and assist other team members
A good communicator: able to explain your ideas and recommendations
Well organized and dependable under pressure: you manage your time effectively
Energized by our company values!

MARINER OFFERS YOU:

A values-driven workplace where people really matter 
Hybrid work environment.
Competitive salary, retirement savings program, and rewards program
Comprehensive health, dental, vision, life and disability insurance plans and access to e-health care
Paid vacation, maternity/parental leave, paid sick leave and paid Mariner MyLife days
Unlimited training

WHY MARINER?

We believe in making a positive impact in the communities where we live and work! Not only are we passionate about nurturing a thriving technology sector here in Atlantic Canada, but we are also committed to solving technology challenges that will make an impact worldwide. Technology is everlasting, and we take pride in connecting world class talent to world class projects and business solutions.

If you are an IT Professional, Software Professional, or Management Consultant, that is passionate about career development, data, and problem solving, we want to hear from you! If this sounds like someone you know, share this with them so they do not miss the opportunity to experience Mariner!

To achieve this, we know we need to be all in on training and development of our team so we can continue to move the needle in the technology sector together. Of course, we offer competitive compensation and benefits packages to our team, but our competitive edge is the development and training that our team experiences every day.

Be part of our vibrant community that values diversity and embraces inclusion at every level. We are committed to fostering a culture where individuals from all backgrounds and walks of life feel empowered to contribute their unique perspectives. Our collaborative environment celebrates the richness of ideas and experiences, and we believe that by embracing diversity, we can achieve greater innovation and excellence together. Come and help us create a workplace that reflects the beautiful tapestry of our global community.

Join our growing team!

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More about this job

Responsibilities

The Project Manager will lead the planning, implementation, and enhancement of ITSM processes and capabilities within a client environment. They will collaborate with cross-functional teams to design efficient workflows, automate service requests, and ensure successful project delivery.

Requirements

Candidates must have 5+ years of experience in project management or business analysis with a strong background in ITSM implementations. Proficiency in designing service request workflows, facilitating stakeholder workshops, and managing project lifecycles is essential.

Skills

Project management
Business analysis
ITSM
Service management
Process improvement
Requirements gathering
Workflow automation
Stakeholder management
Change management
Incident management
Problem management
Service request management
Cybersecurity
Technical documentation
ServiceNow
Jira Service Management

Benefits

Health insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Paid vacation
Maternity/parental leave
Paid sick leave
Retirement savings program
Training and development

Visa sponsorship

Not detected in the job text

Keywords

Project Management
Business Analysis
ITSM
ServiceNow
Jira Service Management
BMC Helix
Freshservice
ITIL
PMP
PRINCE2
CBAP
CCBA
Cybersecurity
Workflow Automation
Process Improvement
Incident Management
Change Management
Problem Management
Consulting
Stakeholder Workshops
Requirements Gathering
Technical Documentation
Cloud
Data
Information Security

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