ServiceNow Incident Management Specialist

Job Title: ServiceNow Incident Management Specialist

Location: Toronto, ON (Hybrid)

Estimated Duration: Fulltime

IT Infrastructure Monitoring & Event Management Lead – ServiceNow Event Management (Senior Technical Support Specialist 1)

JOB DESCRIPTION

IT Infrastructure Monitoring & Event Management Lead – ServiceNow Event Management (Senior Technical Support Specialist 1) will be responsible for leading the Client's IT infrastructure monitoring & event management service line, leveraging ServiceNow as the Client's enterprise platform for monitoring & event management. Reporting to the Manager, IT Service and Asset Management, this role is both strategic and hands-on, leading the operational team responsible for end-to-end monitoring of IT infrastructure components, system performance, and application availability across the Client's IT landscape, with ServiceNow serving as the centralized monitoring & event management platform.

A key focus of this role will be to lead the transition from the Client's existing IT infrastructure monitoring & event management platform to the ServiceNow IT Operations Management (ITOM) Monitoring & Event Management suite. This includes engaging professional services, managing stakeholder relationships, and ensuring business continuity throughout the transformation.

The successful candidate will work closely with IT infrastructure, application, and service management teams, serve as the primary technical authority for IT infrastructure monitoring & event management tools, and manage vendor and stakeholder relationships to deliver continuous improvements and operational excellence.

Major Responsibilities
 

• Provide team leadership, technical guidance, and subject matter expertise for the IT Infrastructure Monitoring & Event Management team responsible for IT infrastructure and application monitoring operations using ServiceNow Monitoring & Event Management.
• Review and expand the IT Infrastructure Monitoring & Event Management service line to ensure it aligns with the City's evolving operational needs, strategic priorities, and modernization objectives.
• Lead and oversee the successful delivery of the IT monitoring & event management modernization initiative, with a key focus on transition from legacy tools to ServiceNow Monitoring & Event Management.
• Engage and coordinate professional services to support the design, implementation, and rollout of the infrastructure monitoring & event management platform in ServiceNow.
• Oversee the implementation and configuration of ServiceNow Event Management policies, alert rules, correlation logic, and operational thresholds.
• Plan, manage, and support the integration of third-party monitoring tools into ServiceNow Monitoring & Event Management to centralize alert visibility and streamline response.
• Develop and maintain real-time monitoring dashboards, health reports, and executive summaries using ServiceNow and native reporting tools.
• Integrate ServiceNow Monitoring & Event Management with Incident, Major Incident and Problem Management workflows to ensure seamless alert-to-incident creation and triage.
• Support onboarding of new infrastructure, applications, and business services into the ServiceNow Event Management platform and ensure operational readiness through proper alert configuration.
• Lead the development of procurement documentation including Requests for Proposal (RFPs), Requests for Quotations (RFQs/RPQs), and Requests for Services (RFSs) related to enterprise monitoring transformation, tool procurement, and professional services engagements.
• Manage stakeholder engagement with internal divisions and service owners to validate monitoring requirements, share insights, and drive adoption.
• Supervise and support team members, providing coaching, mentoring, work assignment, and performance feedback to build technical depth and operational excellence.
• Report on key performance indicators (e.g., event volume, MTTR, false positive ratio, service availability impact) and identify opportunities for continuous improvement.
• Liaise with vendors, partners, and internal teams for tool maintenance, upgrades, and continuous improvement.

Key Qualifications:
 

1. Extensive experience in IT infrastructure monitoring & event management, including implementing and managing large-scale monitoring platforms.
2. Considerable hands-on experience implementing and managing Monitoring & Event Management in ServiceNow IT Operations Management (ITOM), specifically ServiceNow Event Management, preferably in a large, complex environment.
3. Considerable experience and expertise in planning, configuring, and maintaining IT infrastructure monitoring & event management solutions in ServiceNow, including event correlation and automated alerting, to support proactive operations and service availability.
4. Considerable experience managing the integration of third-party monitoring & event management tools into ServiceNow monitoring & event management platforms, including leveraging APIs, log forwarding, and MID Server configurations.
5. One of the following ServiceNow certifications is mandatory: ServiceNow Certified System Administrator (CSA) or ServiceNow Event Management Certified Implementation Specialist (CIS).
6. Considerable experience leading enterprise-scale modernization or transformation initiatives, including coordinating professional services engagements and overseeing technical project delivery.
7. Considerable experience in integrating monitoring & event management functions with Incident, Major Incident, and Problem Management processes.
8. Considerable leadership experience, including supervising technical staff, assigning work, setting performance expectations, coaching and mentoring team members, and promoting a culture of service excellence.