IT Technical Support – ITSM Process (Requires flexibility to work across multiple shifts)

Role: IT Technical Support – ITSM Process (Requires flexibility to work across multiple shifts)

Location: Hybrid – Greater Toronto Area, Ontario

Contract Duration: 12 Months

Extension: Possible

Conversion: Possible

About the Role

We are seeking an experienced Technical Support professional to join a fast-paced and dynamic technology operations environment. The successful candidate will support enterprise IT Service Management (ITSM) processes, with a strong focus on Change Management, process governance, operational support, and continuous improvement.

This role requires a strong operational IT background, excellent communication and stakeholder-management skills, and a deep understanding of ITIL principles and IT change management processes. The successful candidate will work closely with technology teams and senior stakeholders across multiple lines of business.

Key Responsibilities

• Coordinate and execute daily IT Change Management processes while providing process and stakeholder support.
• Serve as a subject matter expert for ITSM Change Management processes and supporting tools.
• Review and assess submitted change requests for completeness, accuracy, integrity, and compliance with established processes.
• Evaluate the risk and business impact associated with technology changes.
• Chair and facilitate Technology Change Management meetings and related stakeholder discussions.
• Coordinate Change Post-Implementation Reviews (CPIR) and document opportunities to improve change success rates.
• Facilitate collision detection, conflict resolution, and change mitigation activities.
• Support the review and management of emergency changes.
• Work with stakeholders to define, document, maintain, and improve ITSM policies, processes, and procedures.
• Deliver scheduled and ad hoc process training to relevant stakeholders.
• Develop, update, and present key performance metrics and reporting related to Enterprise Change Management.
• Support process maturity and continuous improvement initiatives related to IT Service Management.
• Work closely with related ITSM functions, including Incident Management, Problem Management, Configuration Management, and Asset Management.
• Manage and support process improvements within the enterprise ITSM platform, preferably ServiceNow.
• Coordinate technology change requests across multiple business units and technology teams.
• Assist with day-to-day business-as-usual operational activities.
• Review technical documentation and ensure adherence to established standards and processes.

Required Qualifications and Experience

• Post-secondary education or equivalent relevant experience.
• Approximately 5+ years of experience in an IT process management or operational IT environment.
• Strong experience supporting IT Change Management or Change Enablement processes.
• Strong understanding of the ITIL framework and ITSM methodologies.
• ITIL certification required.
• Experience working with ServiceNow or a similar enterprise ITSM platform.
• Experience reviewing change records, technical documentation, and post-implementation reviews.
• Experience managing and coordinating emergency changes.
• Previous experience in an enterprise technology operations environment.
• Experience with IT technical support and operational processes.
• Knowledge of asset management processes.
• Strong proficiency with Microsoft Office applications.
• Excellent technical writing and documentation skills.

Required Skills

• IT Technical Support
• IT Service Management (ITSM)
• IT Change Management / Change Enablement
• ServiceNow
• ITIL Framework
• Technical Documentation Review
• Asset Management
• Enterprise IT Operations
• Microsoft Office Suite
• Process Governance and Compliance
• Risk and Impact Assessment
• Post-Implementation Reviews

Preferred Qualifications

• Experience working within the financial services industry.
• Advanced or additional ITIL certifications.
• Experience supporting large-scale enterprise technology environments.
• Experience working with globally distributed teams and stakeholders.

Soft Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and stakeholder-management abilities.
• Strong organizational and multitasking skills.
• Exceptional attention to detail.
• Ability to work effectively in a fast-paced environment.
• Strong sense of urgency and customer-service orientation.
• Comfortable presenting information to stakeholders and senior leaders.
• Strong problem-solving and analytical skills.
• Ability to manage competing priorities and deadlines.
• Open to new ideas and continuous process improvement.

Work Schedule and Location

This position follows a hybrid working arrangement and requires flexibility to work across multiple shifts and locations.

• Change Implementation Monitoring shifts may rotate between 7:00 AM–3:00 PM and 11:00 AM–7:00 PM.
• A 9:00 AM–5:00 PM schedule may also be required based on business needs.
• Attendance at a weekly meeting every Wednesday from 9:00 AM–9:45 AM is required in addition to regular working hours.
• The successful candidate must be flexible and able to adjust their schedule based on operational requirements.
• Onsite attendance is required approximately 2–4 times per week.
• Primary work location is in downtown Toronto, with occasional travel required to other office locations in the Greater Toronto Area.
• The specific onsite location for team meetings will be communicated in advance.

Team Environment

The successful candidate will join a collaborative team of approximately 16–22 professionals in a dynamic enterprise technology environment. This role provides exposure to cross-functional technology teams and senior leadership while offering opportunities to contribute ideas, improve processes, and support critical IT operations.

Applicant Notices & Disclaimers

• For information on benefits, equal opportunity employment, and location-specific applicant notices, click here

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.The pay rate for this position is C$30.00/hr.