Job Title

LeverageTek is actively seeking an ITSM Specialist for a 6-month contract with its Ottawa based customer.Work LocationHybrid 3/days week onsite at Ottawa HQKey Tasks Responsible for leading and driving best practices, innovation, and efficiency within the clients IT Service Delivery environment. This role requires deep expertise in ITIL frameworks, ITSM tools, and service strategy to enhance IT operations and ensure alignment with business goals. Provide expert guidance on ITSM best practices, processes, and frameworks (e.g., ITIL, COBIT, ISO 20000). Lead ITSM strategy development and implementation to optimize service delivery. Assess current ITSM capabilities and recommend improvements in processes, automation, and tools. Support the selection, configuration, and optimization of a new ITSM platform. Develop and refine incident, problem, change, and service request management processes. Define key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve service performance. Collaborate with cross-functional teams, including IT operations, security, and development, to ensure seamless service integration. Provide training and mentorship to IT teams to enhance ITSM capabilities and adoption. Stay up to date with industry trends, emerging technologies, and ITSM advancements.Key Qualifications Minimum 3-5+ years of experience in ITSM consulting, advisory roles, or IT operations management. Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, Cherwell, Zendesk, ServicePRO etc. Experience providing advisory/strategic support and guidance within ITSM environments where the organization is considering consolidating from multiple ITSM tools to one common ITSM platform.Other Qualifications Experience participating in and contributing to the Procurement process for new ITSM software. ITIL Certification. Additional certifications such as COBIT, ISO 20000, PMP, or Agile methodologies.Assets Experience in cloud-based ITSM implementations. Knowledge of enterprise architecture frameworks and IT governance. Experience in implementing automation and AI-driven ITSM solutions is a plus. Hands-on knowledge and experience with Zendesk and ServicePRO ITSM software.About LeverageTek Staffing SolutionsFounded in 2003, LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes.Dont let our name fool you. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition. We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management.LeverageTek is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home. We do all of this with kindness, empathy, and respect for each other. LeverageTek is committed to employment equity and creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status.Accessibility accommodations are available upon request