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Added 3 days ago
Environmental Monitor
Connexa Group
Vancouver, BC
We're looking for an intermediate to senior Environmental Monitor / Coordinator in the Lower Mainland, BC to help build and grow our environmental work in British Columbia. This is a…
Added 4 days ago
MC
Level 2 3 Network Administrator & Projects Specialist (35949)
Myticas Consulting
Ottawa, ON
- Full-time
Myticas Consulting is working with a fast-growing Ottawa-based Managed Service Provider that delivers advanced IT solutions across cloud, cybersecurity, infrastructure and digital…
Added 4 days ago
CC
Senior Systems Specialist
Canada Council for the Arts | Conseil des arts du Canada
Ottawa, ON
- Full-time
Under the direct supervision of the Manager, Systems Development, the Senior Systems Specialist:
Added 4 days ago
DT
Bilingual Application Support Specialist - Intermediate
Dimensional Tech Inc
Toronto, ON
- Contract
Integration Specialist (Java, Apache Camel, MuleSoft, and API-based integrations)- Senior
Added 4 days ago
B
Senior Manager - Data Governance
BMO
Toronto, ON · SCC
- Full-time
Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
Added 4 days ago
Intermediate Technology Specialist, Quality
Equitable
Waterloo, ON
…improvement are at the heart of delivering exceptional digital solutions. In this role, you will help ensure the reliability, performance, and quality of applications by developing test…
Added 4 days ago
KT
BUSINESS DEVELOPMENT SPECIALIST
KSPACE TECHNOLOGIES HQ
Remote, Canada
- $45,000 to $55,000 USD / year
- Full-time
- Remote
You do not need to be a software engineer or technical specialist. However, you must be willing to understand our services, explain their business value, and work with our technical teams…
Added 4 days ago
RH
Operations Support Specialist-Optimization (6-month contract)
Reliance Home Comfort
Cambridge, ON
- Contract
5-10 years’ experience in HVAC consumer services, or at least 3 years’ experience in a similar intermediate to senior role
Added 4 days ago
PR
Specialist-Senior Virtualization Infrastructure
Peel Regional Police
Brampton, ON
- $88,093 to $124,990 CAD / year
- Temporary
The Specialist-Senior Virtualization Infrastructure is responsible for assisting in the design, implementation and management of virtualization and cloud infrastructure solutions to support…
Added 4 days ago
S
Intermediate Systems Testing-QA Specialists
StafinGo
Toronto, ON
- $55 to $65 CAD / hour
- Contract
The purpose of this procurement is to engage an intermediate QA Specialist consultant who brings expertise across various testing disciplines and methodologies. The consultant will support…
Added 4 days ago
Operations Support Specialist-Optimization
Reliance Home Comfort
Cambridge, ON
5-10 years’ experience in HVAC consumer services, or at least 3 years’ experience in a similar intermediate to senior role
Added 5 days ago
GR
Support Specialist, Technical Support - L1
Global Relay
Vancouver, BC
- Full-time
…verbally and in writing to escalate more complex issues to Intermediate and Senior Specialists while handling initial user requests and administrative…
Added 5 days ago
B
Senior Manager, User Experience Research
BMO
Toronto, ON · BMOPLACE
- Full-time
Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
Added 6 days ago
LT
Accounts Payable Specialist
Lorex Technology
Markham, ON
- $50,000 to $60,000 CAD / year
- Full-time
The Accounts Payable Specialist will report to the Senior Manager, Financial Accounting and work closely with other member of Accounting and Finance team. The Accounts Payable Specialist…
Added 6 days ago
CW
Senior Workplace Design Specialist
CTI Working Environments Inc.
Mississauga, ON
- Full-time
Reporting to the Manager of Design Solutions Studio, we are hiring a Senior Workplace Design Specialist to join our growing team in Mississauga. You will translate workplace requirements…
Added 6 days ago
AC
PLC Programmer / Controls Systems Specialist - Schneider PLC
Allnorth Consultants Limited
Calgary, AB
- Full-time
Allnorth is currently seeking a knowledgeable, well-rounded Intermediate to Senior Automation Specialist with extensive experience in industrial control systems and a strong background in…
Added 6 days ago
Intermediate Technology Specialist, Digital Developer
Equitable
Waterloo, ON
Put your knowledge of the latest technologies to work creating solutions to some of the insurance industry’s toughest challenges. Work directly with key leaders to understand their business…
Added 9 days ago
MC
Level 2 3 Network Administrator & Projects Specialist (35949)
Myticas Consulting
Ottawa, ON
- Full-time
Myticas Consulting is working with a fast-growing Ottawa-based Managed Service Provider that delivers advanced IT solutions across cloud, cybersecurity, infrastructure and digital…
Added 10 days ago
EM
Consultant - PySpark / Databricks Developer (Intermediate - Senior)
Electric Mind
Toronto, ON
- Full-time
…design and implement scalable, secure, high-impact technology solutions that accelerate business…
Added 10 days ago
EC
Analyste, propositions et soumissions / Proposal-Quotations Analyst
Eaton Corporation
Laval, QC
- Full-time
…provinces de l’Atlantique. En collaboration avec le Groupe des solutions de propositions (PSG), les ventes, les opérations, la gestion de projet et d’autres partenaires internes, l’analyste…
Added 11 days ago
WI
Spécialiste principal(e) en approvisionnement (Bilingue)
WSP in Canada
Vancouver, BC
- Full-time
As a Senior Procurement Specialist, you will play a critical role supporting client‑based projects and may act as Lead Buyer on select major initiatives. This role can be based out of…
Added 11 days ago
WI
Senior Expediting & Logistics Specialist
WSP in Canada
Vancouver, BC
- Full-time
As a Senior Procurement Specialist, you will play a critical role supporting client‑based projects and may act as Lead Buyer on select major initiatives. This role can be based out of…
Added 11 days ago
WI
Spécialiste principal(e) en approvisionnement (Bilingue)
WSP in Canada
Calgary, AB
- Full-time
As a Senior Procurement Specialist, you will play a critical role supporting client‑based projects and may act as Lead Buyer on select major initiatives. This role can be based out of…
Added 11 days ago
WI
Senior Expediting & Logistics Specialist
WSP in Canada
Calgary, AB
- Full-time
As a Senior Procurement Specialist, you will play a critical role supporting client‑based projects and may act as Lead Buyer on select major initiatives. This role can be based out of…
Added 11 days ago
E
Junior IT Desktop Support Specialist
Entuitive
Toronto, ON
- $50,000 to $60,000 CAD / year
- Full-time
We're looking for a Junior IT Support Specialist to join our internal IT team in Toronto. This is a hands-on, front-line role for someone who genuinely enjoys solving technical problems and…

Master

Senior ITSM Specialist

Montreal, QC, Canada

Base Salary Range: $100,000 – $120,000 annually · Full-time

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Job details

Pay: Base Salary Range: $100,000 – $120,000 annually
Job type: Full-time
Posting language: English
Posted: Sep 17, 2026

Original job description

For more than 70 years, we've been making a difference, in every degree.

At Master, our people are the driving force behind our success. As Canada's largest HVAC-R distributor and one of North America's industry leaders, we're proud to bring together more than 2,000 employees across nearly 100 locations in Canada and the United States.

Every day, our teams help deliver innovative solutions that improve comfort, energy efficiency, and building performance. Through collaboration, expertise, and a commitment to doing what's right, we create lasting value for our customers, partners, and communities.

Guided by our purpose - Improving people's lives, in every degree - we empower our employees to grow, make a meaningful impact, and build rewarding careers in an environment where people, teamwork, and continuous improvement come first.

The Senior ITSM Specialist is responsible for designing, implementing, and continuously improving IT Service Management (ITSM) processes across the organization. This role acts as a subject matter expert on ITIL-aligned practices, owns key service management processes end-to-end, and partners with IT, business stakeholders, and vendors to ensure reliable, efficient, and compliant delivery of IT services.

Please note that this position can be based anywhere in Canada; however, priority will be given to candidates in the Greater Montreal area, where our headquarters are located.

What You Will Accomplish With Us

Process Ownership & Governance

Own and mature core ITSM processes: Incident, Problem, Change, Request Fulfillment, Configuration (CMDB), Service Catalog, Knowledge, and SLA/OLA management
Define and maintain process documentation, workflows, RACI matrices, and policies
Conduct regular process health checks and drive continuous service improvement (CSI) initiatives

Tool Administration & Configuration

Administer and configure the ITSM platform (e.g., ServiceNow, Jira Service Management, BMC Helix, Cherwell)
Build and optimize workflows, forms, business rules, approval chains, and automation
Manage integrations with monitoring, CMDB, HR, and other enterprise systems

Incident & Problem Management

Act as escalation point for major incidents; coordinate cross-functional bridge calls
Drive root cause analysis (RCA) and post-incident reviews (PIRs)
Track problem records to resolution and ensure knowledge articles are updated

Change & Release Management

Chair or support the Change Advisory Board (CAB)
Review and risk-assess change requests; ensure proper approvals and scheduling
Monitor change success rates and identify recurring failure patterns

Reporting & Metrics

Define and report on KPIs/SLAs (MTTR, MTTA, first-call resolution, backlog aging, CSAT)
Build dashboards for leadership visibility into service health
Identify trends and recommend corrective actions

Stakeholder Management & Training

Liaise between IT teams, business units, and third-party vendors
Train and mentor junior service desk and ITSM staff
Communicate process changes and gather feedback for adoption

Compliance & Risk

Ensure alignment with ITIL 4 best practices, internal audit, and regulatory requirements (e.g., SOX, ISO 20000, GDPR where applicable)
Support audit readiness with accurate documentation and evidence

Required Qualifications

What You Bring to Our Team:

Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
5–8+ years in IT Service Management, with at least 2–3 years in a senior/lead capacity
ITIL 4 Foundation certification required; Intermediate/Managing Professional preferred
Hands-on expertise with a major ITSM platform (ServiceNow strongly preferred in most markets)
Strong understanding of ITIL processes, SLA management, and service catalog design
Experience with CMDB structure and configuration item relationships

Preferred Qualifications

ServiceNow Certified System Administrator (CSA) or equivalent
Experience with Agile/DevOps integration into ITSM (e.g., Jira–ServiceNow bridges)
Exposure to AIOps, automation/orchestration tools, or chatbots for self-service
Project or program management experience (PMP, Scrum Master a plus)
Bilingual french

Base Salary Range: $100,000 – $120,000 annually

Supplemental Pay Types: Annual bonus

The final salary will be determined based on the candidate’s skills and experience, in compliance with applicable regulations.

Competitive Benefits: In addition to a rewarding career within our team, we offer

Medical and dental coverage from day one, along with short and long-term disability protection
Contribution to a collective registered retirement savings plan upon starting your role.
Wellness spending account
An employee assistance program including psychological, financial, and legal support.
Access to telemedicine from the beginning of your employment.
Reimbursement of professional association membership fees.
Early vacation program.
Work–life balance supported through a hybrid work policy.

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More about this job

Responsibilities

The Senior ITSM Specialist is responsible for designing, implementing, and maturing core IT service management processes across the organization. This role acts as a subject matter expert, managing end-to-end service delivery while collaborating with IT, business stakeholders, and vendors.

Requirements

Candidates must possess a bachelor's degree in IT or a related field and have 5–8+ years of experience in IT Service Management. An ITIL 4 Foundation certification is required, along with hands-on expertise in major ITSM platforms like ServiceNow.

Skills

ITSM
ITIL 4
ServiceNow
Incident Management
Problem Management
Change Management
CMDB
SLA Management
Process Governance
Root Cause Analysis
KPI Reporting
Stakeholder Management
Automation
Bilingual French
Service Catalog Design

Benefits

Medical coverage
Dental coverage
Short-term disability protection
Long-term disability protection
Wellness spending account
Employee assistance program
Telemedicine
Reimbursement of professional association membership fees
Early vacation program

Visa sponsorship

Not detected in the job text

Keywords

ITSM
ITIL 4
ServiceNow
Incident Management
Problem Management
Change Management
CMDB
SLA
KPI
MTTR
MTTA
CSAT
CAB
RACI
CSI
SOX
ISO 20000
GDPR
Agile
DevOps
AIOps
Automation
Orchestration
PMP
Scrum Master
Bilingual
HVAC-R
Service Catalog
Process Governance
Root Cause Analysis

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