What you'll do:- 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.
- Support incident, problem, change, and service continuity governance by helping track trends, recurring issues, open remediation actions, resilience outcomes, and problem management follow-through.
- 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.
- Develop dashboards and reporting capabilities for ITSM metrics, governance indicators, audit/control status, risk themes, service performance, and process compliance.
- Partner with ServiceNow platform, process, compliance, resilience, infrastructure, application, and vendor teams to coordinate inputs and drive timely completion of governance deliverables.
- Support continuous improvement initiatives that improve ITSM process maturity, governance discipline, audit readiness, and transparency across the organization.
What you bring: - 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; experience with PowerPoint and executive reporting is an asset.
- 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.
- ITIL Foundation certification, COBIT, audit, governance, risk, compliance, or ServiceNow certifications are considered an asset.
- Exposure to retail, financial services, technology operations, vendor management, resilience, cybersecurity, or infrastructure environments is an asset.
- Bachelor's degree in Information Technology, Business Administration, or related field, or equivalent practical experience is an asset.
We're always looking for great talent! In addition to competitive pay, we offer: - Comprehensive benefits and retirement programs
- Performance incentives, Continuing Education Programs
- Other perks to support your well-being
Broadband Salary Range: $64,000 - $106,000.
Our typical hiring range is between $64,000 and $85,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.
This posting represents an existing vacancy within our organization.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
