Responsibilities
CMDB & Configuration Management
Maintain the health and integrity of the ServiceNow CMDB.
Monitor CMDB Health dashboards and remediate data quality issues.
Support Discovery, Service Mapping, and Common Service Data Model (CSDM) adoption.
Coordinate onboarding of new applications, services, and cloud resources.
Validate CI ownership, relationships, and lifecycle management.
Drive CMDB governance and continual improvement initiatives.
IT Operations Support
Support ITOM Discovery and Event Management operations.
Review Discovery failures and coordinate remediation.
Monitor service mapping coverage.
Assist in operational readiness for newly onboarded services.
Support operational reporting and dashboards.
Additional Responsibilities
Major Incident Management (24x7 On-Call)
Participate in a rotating on-call schedule providing operational support for Priority 1 and Priority 2 incidents outside normal business hours.
Responsibilities include
Activate the Major Incident process within ServiceNow.
Validate that automated notifications and workflows have executed successfully.
Coordinate conference bridge creation and participant management.
Ensure the appropriate technical resolver teams are engaged.
Facilitate executive and stakeholder communications using predefined templates.
Track action items, timelines, and decision points throughout the incident.
Escalate issues when resolution progress stalls or additional leadership engagement is required.
Coordinate handoffs between shifts when incidents span multiple support windows.
Support post-incident review activities and ensure required documentation is completed.
Note: This role acts as the operational coordinator during a major incident. Technical diagnosis and service restoration remain the responsibility of the assigned resolver teams.
Collaboration
Work closely with
Infrastructure Operations
Cloud Operations
Network Operations
Cyber Security
Application Support Teams
Enterprise Architecture
Service Owners
Change Management
Service Desk
IT Leadership
Education
Bachelor's degree in Information Technology, Computer Science, or a related field.
ServiceNow Certification
Experience
ServiceNow
CMDB
ITOM Discovery
Service Mapping
Event Management
Major Incident Management
Incident, Problem and Change Management
CSDM
Performance Analytics
Reporting
Technical Knowledge
Cloud platforms (AWS preferred)
Enterprise infrastructure
Networking fundamentals
Application architecture
Identity and Access Management
ITIL best practices
Language Requirement: Proficiency in English is required for this position due to the frequent communications that must be conducted in English with various stakeholders. This requirement is justified by the nature of the responsibilities and operational needs.
- POSTING DETAILS
- Location: 530 - Corporate
- Working Conditions: Office Environment
Reports to: Manager Technology
Purolator is an equal opportunity employer committed to diversity and inclusion. We welcome all qualified applicants and provide accommodations during the recruitment process upon request.
Purolator complies with Canadian law in all recruitment practices. During pre-screening, we may use an Artificial Intelligence (AI) tool, supported by human oversight, to efficiently manage tasks such as resume screening and candidate matching, enabling our team to connect with qualified candidates faster.
Personal information is used solely for recruitment and managed in accordance with privacy legislation. For AI-related inquiries only, contact TalentCOE@purolator.com. To apply, visit our Careers Page.
We recognize that employees and their families are essential to our success. We strive to provide a safe, healthy, and supportive workplace, ensuring the right people have the tools they need to thrive.
Every day at Purolator is an opportunity to connect with colleagues, customers, and communities to make a positive impact. Learn more about our values at www.purolator.com.
