ITSM Process Manager
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Key skills for this role
Role Overview
Join MNP’s Business Technology Services team as an ITSM Process Manager.
Help connect people, processes, and technology to deliver reliable support, modern digital experiences, and scalable solutions.
Key Skills for This Role
Full Job Posting
Role Overview
Join MNP’s Business Technology Services team as an ITSM Process Manager.
Help connect people, processes, and technology to deliver reliable support, modern digital experiences, and scalable solutions.
Responsibilities
- Own governance, adoption, and continual improvement of ITSM processes.
- Establish process standards, controls, performance measures, and service delivery best practices.
- Lead Configuration Management and CMDB governance.
- Monitor service performance through KPIs, reporting, and trend analysis.
- Drive improvement by addressing recurring issues, service risks, and operational challenges.
- Use automation, analytics, AI, and other technology solutions to streamline processes.
- Partner with technology teams, service providers, and business stakeholders to drive adoption and alignment.
- Provide guidance, communication, and coaching on ITSM best practices.
- Coordinate and support major incident management and service improvement activities.
Skills and Experience
- At least 4 years of experience with ITSM principles and frameworks, such as ITIL.
- Experience with ServiceNow administration, configuration, or process management.
- Knowledge of CMDB concepts, governance, and best practices.
- Strong analytical and problem-solving skills with the ability to interpret data.
- Experience leading process improvement, governance, or operational excellence initiatives.
- Excellent communication, stakeholder management, and relationship-building abilities.
- Ability to influence cross-functional teams and drive organizational change.
Rewards and Benefits
- The rewards program includes base pay, vacation time, paid personal days, pension matching, savings products, bonus programs, flexible benefits, and professional development assistance.
- Additional offerings include mental health resources, discounts, MNP University, a flexible dress environment, and firm-sponsored social events.
About MNP
MNP is a Canadian accounting, tax, and business advisory firm providing strategies and solutions to mid-market businesses.
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