ITIL Specialist (ServiceNow)

Location: Toronto, Calgary, Vancouver, or British Columbia, Canada

Salary: CAD 76,550–102,000 annually, plus 10% target incentives.

Company

hirify.global is a World Wide Technology company providing secure cloud, AI, software, and digital workplace solutions to organizations in the United States and Canada.

What you will do

• Own governance frameworks, operating standards, escalation criteria, and compliance checkpoints for Incident Management, Request Fulfillment, and Service Level Management.
• Build KPI and SLA reporting frameworks, maintain dashboards, and provide leadership with actionable performance insights.
• Lead the Continual Service Improvement program, including trend analysis, post-incident reviews, remediation, and outcome tracking.
• Govern ServiceNow workflows and configurations, validate platform changes, and address tooling and data-quality gaps.
• Facilitate practice reviews, enablement sessions, CAB participation, and cross-functional alignment across Managed Services, Operations Engineering, and Customer Success.
• Mentor junior ITSM practitioners on process conformance, escalation handling, and ITIL best practices.

Requirements

• 5+ years of experience in ITSM governance, service management operations, or IT process management in a managed services or enterprise IT environment.
• ITIL 4 Foundation certification; advanced ITIL certifications are strongly preferred.
• Practitioner-level ownership of Incident Management, Request Fulfillment, and Service Level Management governance.
• Strong analytical skills covering KPI frameworks, metric trends, variance analysis, and leadership reporting.
• Experience leading Continual Service Improvement programs and demonstrating measurable outcomes.
• Hands-on ServiceNow experience with workflow configuration, reporting, and SLA management, plus strong communication and facilitation skills.

Nice to have

• Managed Services Provider experience with multi-customer ITSM operations and customer-facing SLA governance.
• Knowledge of CMDB, Problem Management, Change Management, and Configuration Management.
• Experience maturing ITSM practice frameworks after a merger or portfolio consolidation.
• Post-secondary education in Information Technology, Business Technology Management, or a related discipline.
• Fluency in French.

Culture & Benefits

• Full-time benefits include medical and dental care, employee and family assistance, and life and disability insurance.
• RRSP/DPSP retirement savings plan with company matching.
• Vacation, sick leave, holidays, parental leave, volunteer days, and bereavement leave.
• Employee discount program and competitive benefits available from day one.
• Collaborative, inclusive, high-performing workplace with flexible workday planning.

Hiring process

• Digital interviews are used throughout the recruitment process.
• Pre-employment checks include a criminal record check, education verification, and reference checks.
• Remote onboarding is provided after joining.