ITSM Analytics & Specialist

• Job Title: ITSM Analytics & Specialist
• Location: Montreal
• Work Arrangement: Hybrid: 3-days a week
• Employment Type: Contract/Fulltime
• Duration: 12 Months
• Domain: BFSI
• Pay Rate: CAD $58-60/hr. Incorporated.
• Application Deadline: September 30th, 2026
• Face 2 Face interview required

• SKILLS REQUIRED.
• We are looking for an experienced ITSM / Service Management Analyst with strong expertise in IT service operations, reporting, and stakeholder management.

• Required Skills
• Strong knowledge of ITSM / ITIL practices.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Strong analytical and critical-thinking skills.
• Proficiency in Power BI and Excel.
• Experience with dashboards, KPIs, reporting, and data analysis.
• Excellent stakeholder management and communication skills.
• Strong organizational and project coordination abilities.
• Experience working across technical, risk, control, audit, and business functions.
• Knowledge of Microsoft 365, SharePoint, and Teams.

• Key Responsibilities
• Support ITSM practices including Incident, Problem, Change, and Service Management.
• Work with ServiceNow or comparable enterprise ITSM platforms.
• Analyze operational, service, and performance data to identify trends and opportunities.
• Develop Power BI dashboards, KPIs, reports, and management-level insights.
• Coordinate projects and initiatives across multiple technical and business teams.
• Collaborate with Risk, Control, Audit, and Business stakeholders.
• Present complex operational information clearly to senior leadership.
• Manage competing priorities and drive cross-functional initiatives.
• Use Microsoft 365, SharePoint, and Teams for collaboration and reporting.

EEOC Compliance:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.