Senior IT Service Management Advisor

Status: Regular Full Time

Working Conditions: Hybrid

Education Level: 4-Year University Degree in Business, Information Systems, or by having the equivalent level of education in a related field. ITIL 4 foundation Certification required (Managing Professional or Strategic Leader preferred). Project Management Professional (PMP) or PRINCE2 an asset. Other IT Service Management frameworks (such as ISO/IEC 20000, 27000, 9000, COBIT, and Six Sigma) are an asset.

Base Location: Oshawa, ON                                   

Shifts(s): Days

Travel: 10%

Deadline to Apply: September 10, 2025

Salary Range: $1,704.68 - $2,924.93 Per Week

Electrify your career and help build a brighter tomorrow.

Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us as we work to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history.

Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on -- and off -- the job.

JOB OVERVIEW

Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of Senior IT Service Management Advisor.

Reporting to the Section Head Information Systems, this position is responsible to lead and govern the end-to-end Incident and Major Incident Management process by leveraging ITIL 4 best practices and ServiceNow expertise, ensuring rapid and effective incident resolution, continuous process improvement, strong stakeholder collaboration, and compliance with organizational and regulatory standards.

KEY ACCOUNTABILITIES 

• Leverage ITIL 4 best practices to guide and align Incident and Major Incident Management processes with industry standards, ensuring the organization remains compliant and efficient.
• Configure, optimize, and maintain the Incident Management module within ServiceNow, driving workflow improvements and automation to accelerate incident resolution. Identify opportunities for automation and process optimization.
• Serve as a Major Incident Commander in a 24/7 rotation, leading restoration efforts for critical (P1/P2) outages and coordinating effective communications to minimize business impact, conduct Post Implementation Reviews and collaborate with Problem Management team in RCA activities.
• Define, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational level agreements (OLAs) for Incident Management, ensuring compliance with regulatory and audit requirements.
• Partner with IT teams, service desk, infrastructure, application support, and business units to ensure effective incident handling, clear escalation procedures, and strong process adherence.
• Leverage ServiceNow Platform Analytics and Indicators to design, build, and maintain dashboards, reports, and visualizations that provide actionable insights into Incident Management performance and trends.
• Utilize ServiceNow Performance Analytics to track and analyze key metrics, proactively identify areas for improvement, and support data-driven decision-making for ITSM processes.
• Collaborate with stakeholders to gather requirements, write stories, and champion the implementation of enhancements or new features within ServiceNow applications, ensuring alignment with business needs and ITSM best practices.

QUALIFICATIONS

• 4-Year University Degree in Business, Information Systems, or by having the equivalent level of education in a related field.
• Over 4 years experience in IT Service Management or Incident Process Management.
• ITIL 4 Foundation certification (or higher) with demonstrated experience applying ITIL best practices to Incident and Major Incident Management processes.
• Advanced proficiency in ServiceNow, specifically with the Incident Management module, including configuration, workflow optimization, and automation. Proven track record of process ownership and governance in ITSM environments.
• Experience serving as a Major Incident Commander or similar role, with the ability to lead high-pressure restoration efforts and communicate effectively during critical outages.
• Strong analytical skills with experience defining, tracking, and reporting on KPIs, SLAs, and OLAs, as well as ensuring compliance with regulatory and audit requirements. Excellent collaboration and stakeholder engagement skills.
• Hands-on experience with ServiceNow Platform Analytics, including building and maintaining dashboards, reports, and Performance Analytics indicators.
• Demonstrated experience in delivering value added ServiceNow Application enhancements, configuration, and platform maintenance.

The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct.

OPG is committed to fostering an inclusive, equitable, and accessible environment. If you require accommodation during the selection process, please contact AODA@opg.com

What makes a career at OPG different?

With operations across Ontario and the United States, OPG is one of the most diverse power producers in North America. As the largest generator in Ontario, we meet approximately 50% of the province’s electricity needs, largely from low-carbon sources like nuclear and hydro. 

As we work to achieve our vision of Electrifying life in one generation, OPG and our family of companies are also helping advance the development of new low-carbon technologies such as Small Modular Reactors (SMRs), refurbishment projects, and electrification initiatives to help power the growing demands of a growing economy. Join OPG and make history.

Please submit your application online at https://jobs.opg.com/.  OPG thanks all those who apply; however, only candidates considered for an interview will be contacted.

#LI-Hybrid 

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The base salary range considers many factors including, but not limited to experience, education, and training, including any collective agreement requirements for union represented positions. It is not typical for the salary to be offered near the top of the range, and salary is dependent on numerous factors. For management roles, the base salary range does not represent the total compensation package. The total compensation package for regular full-time management roles includes pay-for-performance programs for annual and medium time periods. Maintaining a high-performance culture and excellence is a core expectation of every member of our leadership team and is rewarded through the established compensation framework.

OPG is committed to employment equity. As such, we encourage applicants from equity-seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above-mentioned purpose, priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.