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ITSM Specialist

Montreal, Quebec, Canada

ITSM Specialist

Montreal, Quebec, Canada

Please note that this is a hybrid position. Candidates must have an eligible work permit for Canada and be fluent in French. 

Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team.

At the heart of Alithya’s values is the well-being of our employees and their families. That's why we continue to follow the Public Health Agency of Canada’s recommendations closely. 

We remain close to you while keeping our distance via Phone, Microsoft Teams, Zoom or however you like. 

Take your ambitions to the next level
Reporting to the Director of IT Operations, Support and Readiness, you will be accountable for managing and maintaining Alithya’s ticketing system (Freshservice) and related ITSM processes. You will be working closely with the Asset Manager, IT Security team and key business units to ensure ITSM processes deliver the expected benefits to the business while following security best practices. This role entails operational hands-on activities as well as leadership of ITSM projects within the organization.
  • Develop, maintain and manage Freshservice configuration and integration with Azure AD;
  • Lead the design, development and testing of changes to the Freshservice configuration;
  • Manage and maintain the self-service portal, service catalog, catalogue items, workflows, business rules, UI pages, UI action and UI policies;
  • Plan and implement enhancements to the self-service portal to optimize the user experience;
  • Configure service-level agreements (SLAs) for incident and request management and review them yearly with IT leadership;
  • Conceptualize new reports, dashboards and performance analytics widgets and support the business in their usage;
  • Govern the access control lists and the overall security of the platform;
  • Provide technical assessments and expertise and maintain written documentation for Freshservice change management and configuration;
  • Communicate and prepare for Freshservice instance upgrades;
  • Direct the staff on the best practices to optimize the capabilities of the toolset and promote automation wherever possible;
  • Work closely with IT project managers to manage any required changes to Freshservice in line with best practices;
  • Handle any incidents affecting the Freshservice platform, communications and remediation.

When it just clicks!
Does this sound like you?
  • Bachelor’s degree in computer science, IT, related field or equivalent education/work experience;
  • Over five (5) years of IT experience, preferably in IT operations or ITSM roles;
  • Over three (3) years of demonstrated hands-on experience in ITSM platform development;
  • Experience with workflows, integrations, scripts and business rule development;
  • ITIL Foundation V3 or V4 certification is essential;
  • Hands-on experience with the Freshservice (or similar tool) platform, including ITSM, ITAM and IT Operations Modules, is a strong asset.
  • Hands-on experience with CMDB and asset management (hardware/software);
  • Solid grasp of the system and ITSM core configurations and ITAM;
  • Impeccable attention to detail and superior communication skills, both written and verbal, including the ability to communicate with client stakeholders and work closely in a collaborative team environment;
  • Ability to:
    • develop workshop presentations and process documentation (Microsoft Visio, PowerPoint, Word skills);
    • work independently and contribute to the team.
  • Highly autonomous and above-average initiative;
  • Sound judgment;
  • Strong focus on continual service improvement and self-motivated;
  • Experience:
    • as a product manager (asset);
    • integrating third-party software and APIs (asset). 
  • Bilingualism (French and English) is a strong plus.
  • Languages required:
    • French: 4/4
    • English: 3/4
        47114 #LI-Hybrid


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Life at Alithya
  • 40.0 hours per week;
  • Opportunities to develop and grow your career;
  • Work with diverse technologies, projects, clients and sectors;
  • Spend your days in a creative and innovative environment;
  • Share experience and knowledge as part of an agile and dynamic team;
  • A great balance between work and personal life;
  • Access to exciting educational opportunities (internal, conferences, events, courses, certifications, etc.);
  • Personal recognition of your important professional contributions;
  • Great cultural diversity across our teams.

Why join our team?

Because creativity, passion, integrity and wellness are the company’s core values, we are looking for people like you who are enthusiastic, innovative, open-minded, team players and eager to learn.

Working at Alithya is a chance to be part of an energetic, dynamic, and growing team of more than 2,000 professionals in Canada, the United States and France. Our diverse practices and the extensive major projects entrusted to us by our prestigious clients allows us to offer many high growth potential opportunities to our employees in well-established technologies.

Alithya Group is an advocate for workforce diversity and as such, encourages the participation of women in management roles. We belong to the 30% Club, which encourages women’s access to leadership positions.

Meet your co-workers!

We have made a video series about our employees called 1 minute, 1 career!

Meet Rowena, a Java Analyst Developer at the Digital Solutions Center in Montreal.

“What's also great at Alithya is that we are exposed to a variety of technologies and this helps me add to my working portfolio.”