Incident & Problem Management Specialist (ITSM)

Job Summary

Join the Infrastructure and Operations team as an Incident & Problem Management Specialist (ITSM). In this role you will support the effective execution and continuous improvement of Incident Management and related ITSM processes across CMHC’s Agile Product Oriented Delivery Model, and act as a hands‑on practitioner in the Operations Control (IT Service Delivery) function.

Key Responsibilities

• Execute Incident Management activities in alignment with established ITSM processes, standards, and tooling.
• Support incident coordination and resolution, including participation in Major Incident bridges as required.
• Perform incident triage, prioritization, escalation, and communication in collaboration with delivery teams, infrastructure, security, and vendors.
• Ensure incidents are accurately logged, categorized, updated, and closed in ServiceNow.
• Contribute to post incide...