ITSM Governance Specialist – Canadian Tire – Oakville, ON

Canadian Tire Corporation is looking for an ITSM Governance Specialist to join their technology team in Oakville, Ontario. This is a meaningful role at one of Canada’s most recognized retail and financial services organizations, where you’ll sit at the intersection of IT governance, audit coordination, and ServiceNow platform oversight.

Day-to-day, you’ll be helping drive accountability and transparency across ITSM processes — from managing governance registers and tracking audit findings to building dashboards that give leadership a clear picture of risk, compliance, and service performance. It’s a role that rewards both analytical discipline and strong communication, especially when translating complex governance topics for varied audiences.

About the Role: ITSM Governance Specialist

As an ITSM Governance Specialist, you’ll support the centralized intake and coordination of audit, control testing, regulatory, and remediation requests across ITSM and related technology teams. You’ll maintain governance registers covering open actions, risks, decisions, owners, due dates, and escalations — keeping everything organized and visible. A big part of the role involves preparing leadership-ready updates on Management Action Plans, evidence collection, and control follow-ups.

You’ll also assess current ITSM processes across the organization, identify gaps, and support continuous improvement initiatives aimed at strengthening process maturity and audit readiness. Collaboration is key — you’ll partner with ServiceNow platform teams, compliance, resilience, infrastructure, and vendor teams to coordinate inputs and ensure governance deliverables are completed on time.

Benefits and Salary

Canadian Tire offers a broadband salary range of $64,000 to $106,000, with a typical hiring range of $64,000 to $85,000 depending on experience, internal equity, and market conditions. In addition to competitive pay, employees receive comprehensive benefits and retirement programs, performance incentives, continuing education programs, and store discounts. The company also provides mental health benefits of $5,000 per year for benefits-eligible employees and their families, along with Canadian Tire Profit Sharing and an enhanced flex benefits program to support overall well-being.

Responsibilities

In this role, you’ll be the connective tissue between ITSM teams, audit functions, and leadership. Your work will directly support organizational accountability, helping ensure that controls, remediation actions, and governance processes don’t fall through the cracks. Strong coordination and documentation skills are central to delivering results in this position.

• Coordinate intake and tracking of audit, control testing, regulatory, evidence, finding, and remediation requests across ITSM and related technology teams
• Maintain governance registers covering open actions, risks, decisions, owners, due dates, status, dependencies, and escalations
• Support audit and compliance activities, including evidence collection, Management Action Plan tracking, control follow-ups, and preparation of leadership updates
• Assess ITSM processes across the organization and identify opportunities to improve consistency, control effectiveness, documentation, and operational discipline
• Track trends and remediation actions related to incident, problem, change, and service continuity governance, including resilience outcomes and problem management follow-through
• Build and maintain Excel trackers, pivot tables, dashboards, and reporting packs to support audit readiness and leadership visibility
• Develop dashboards and reporting capabilities for ITSM metrics, governance indicators, audit/control status, risk themes, service performance, and process compliance
• Partner with cross-functional teams including ServiceNow platform, compliance, resilience, infrastructure, application, and vendor teams to drive timely completion of governance deliverables
• Support continuous improvement initiatives that strengthen ITSM process maturity, governance discipline, and audit readiness

Requirements / Skills

The ideal candidate brings a solid background in IT governance, ITSM, or audit coordination, combined with the organizational skills to manage multiple competing priorities with clarity and structure. Canadian Tire values professionals who can bridge the gap between technical operations and governance accountability, and who communicate confidently across all levels of the organization.

• 3–5 years of experience in IT Service Management, IT governance, audit coordination, compliance, process management, ServiceNow administration, or a related technology governance function
• Strong process mindset with the ability to organize ambiguous requests into clear actions, owners, due dates, status, and decisions
• Familiarity with ITIL practices and core ITSM processes including incident, problem, change, knowledge, service catalog, and request management
• Experience supporting audit, compliance, and risk activities, including evidence gathering and remediation action tracking
• Working knowledge of ServiceNow, including ITSM modules, reporting, dashboards, forms, workflows, and platform governance concepts
• Intermediate Excel skills including tables, filters, formulas, pivots, and charts; experience with PowerPoint and executive reporting is an asset
• Strong written and verbal communication skills, with the ability to explain governance and control topics to both technical and non-technical audiences
• Analytical skills with the ability to collect, validate, interpret, and summarize data for reporting and decision-making
• ITIL Foundation, COBIT, or ServiceNow certifications are considered an asset; exposure to retail, financial services, or technology operations environments is also an asset
• Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent practical experience is an asset

How to Apply

To apply, use the link below to access the official Canadian Tire job posting and submit your application. Make sure your resume is up to date and tailored to highlight your experience with ITSM governance, audit coordination, and ServiceNow.

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