Sr ITSM Service Portfolio Specialist

Guide implementation of Enterprise Technology Lifecycle processes to support strategic application and technology roadmap planning

Identify opportunities replace manual processes with integrations and automation

Participate in design and oversight of processes and integrations to ensure accurate and trustworthy service configuration data

Enable and guide technology lifecycle automations in ITSM processes (i.e. change, request) and IT Asset management processes (HAM/SAM)

Partner with internal teams and vendor partners to address data gaps, improve coverage, and enhance automation and AI

Act as a governance and escalation point for service portfolio and CMDB activities delivered by managed service providers

Ensure adherence to SLAs, data quality standards, and compliance expectations through regular reviews and performance tracking

Provide oversight into platform activities (e.g., patching, cloning, updates) to ensure proper coordination, communication, and risk management

Identify data quality gaps and process improvement opportunities, driving initiatives to enhance service portfolio and CMDB maturity and value

Contribute to the evolution of service portfolio and CMDB strategy, roadmap, and maturity model aligned to organizational priorities

Support development of KPIs, dashboards and analytics that enable insights to drive business impact

Partner with service owners, application teams, architecture, and governance functions to ensure clear ownership and accountability of service and configuration data

Facilitate regular reviews and governance forums to validate data accuracy and reinforce accountability

Translate technical service and CMDB concepts into clear, business-friendly insights for leadership and stakeholders

5+ years of experience in IT service portfolio management, service design or configuration management/CMDB related roles

ITIL certification (Foundation minimum; Service Design experience considered an asset)

Strong understanding of CSDM (v5 preferred), CMDB and configuration management best practices

Experience working with ServiceNow (CMDB, Discovery, Service Mapping, integrations preferred)

Demonstrated ability to operate in a governance/oversight role across internal teams and managed service providers

Strong analytical, problem-solving, and data quality management skills

Excellent communication skills with the ability to engage both technical and non-technical stakeholders

Comprehensive benefits and retirement programs

Performance incentives, Continuing Education Programs

Other perks to support your well-being

Career growth opportunities and product discounts

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, over 1,600 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.