Job Description
In this role, you will support the design, improvement, and adoption of ITSM processes that enable efficient, measurable, and consistent service delivery. You will work across teams to improve processes, automate workflows, support change initiatives, and help drive stronger operational results.
This is a great opportunity for someone who is passionate about organizational change, continuous improvement, and making work better through smarter processes and automation. If you are curious, collaborative, and excited by the opportunity to create meaningful impact, we would love to hear from you.
This position requires full-time on-site presence.
All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).
Analysis of current state, identification of pain points and inconsistencies
Lead and support change initiatives related to improved processes, and ways of working
Analyze workflows, identify gaps, and recommend improvements that increase consistency, quality, and performance
Partner with technical teams to automate manual tasks and improve workflow efficiency
Develop and monitor KPIs and service metrics to measure performance and improvement outcomes
Create process documentation, reports, and dashboards that support governance and continuous improvement
Collaborate with stakeholders to understand needs and translate them into practical service improvements
Support governance by monitoring alignment to defined processes, controls, and service standards
Facilitate workshops and discussions that drive alignment, decisions, and progress on improvement initiatives
Education required: A university degree, college diploma or a related discipline
2+ years’ work experience in ITSM, business analysis, process improvement, or organization change
Curious, organized, and eager to learn
Experience in an IT service delivery environment,
Comfortable bringing structure and momentum to improvement initiatives
Strong communication and stakeholder engagement skills
Results-focused with a strong commitment to service quality
Strong analytical skills and the ability to use KPIs and metrics to drive results
Ability to work independently and collaboratively in a fast-paced environment
Bonus:
Experience working with and in ServiceNow
ITIL certifications
Prosci Leading Change
Entry Certification in Business Analysis (ECBA)
Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.
We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.
Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.
We appreciate your interest in our company however only those candidates selected for an interview will be contacted.