ITSM Governance Specialist
$64,000–$106,000 year
On-siteOakville, Ontario, Canada or Brampton, Ontario, Canada
Job Summary
Support centralized intake, tracking, and coordination of audit, control testing, regulatory, evidence, finding, and remediation requests across ITSM and related technology teams. Maintain clear governance registers for open actions, risks, decisions, owners, due dates, status, dependencies, and escalations. Assist with audit and compliance activities, including evidence collection, Management Action Plan tracking, control follow-ups, and preparation of concise leadership updates. Apply an IT governance mindset to help define, document, and reinforce accountability across ITSM processes, ServiceNow platform governance, resilience, vendor oversight, and operational controls. Conduct assessments of current ITSM processes across the organization and identify opportunities to improve consistency, control effectiveness, documentation, and operational discipline. Build and maintain simple but effective Excel trackers, pivot tables, dashboards, status views, and reporting packs to support audit readiness, ITSM governance, and leadership visibility. Partner with ServiceNow platform, process, compliance, resilience, infrastructure, application, and vendor teams to coordinate inputs and drive timely completion of governance deliverables.
Required Qualifications
- 3-5 years of experience in IT Service Management, IT governance, audit coordination, compliance, process management, ServiceNow administration/support, or a related technology governance function
- Strong process mindset with the ability to organize ambiguous asks into clear actions, owners, due dates, status, risks, and decisions required
- Familiarity with ITIL practices and core ITSM processes such as incident, problem, change, knowledge, service catalog, service continuity, and request management
- Experience supporting audit, control testing, regulatory, compliance, risk, or remediation activities, including evidence gathering and action tracking
- Working knowledge of ServiceNow, including ITSM modules, reporting, dashboards, forms, workflows, catalog items, knowledge articles, and platform governance concepts
- Intermediate Excel skills, including tables, filters, formulas, pivots, charts, and structured trackers
- Ability to develop clear documentation, process maps, governance templates, communication materials, and leadership-ready summaries
- Strong written and verbal communication skills, with the ability to explain process, control, and governance topics to technical and non-technical audiences
- Analytical skills with the ability to collect, validate, interpret, and summarize data for reporting, governance, and decision-making
Desired Qualifications
- ITIL Foundation certification
- COBIT certification
- audit certification
- governance certification
- risk certification
- compliance certification
- ServiceNow certifications
- Exposure to retail, financial services, technology operations, vendor management, resilience, cybersecurity, or infrastructure environments
- Bachelor's degree in Information Technology, Business Administration, or related field
- equivalent practical experience
- experience with PowerPoint and executive reporting
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