NOVIPRO is supporting a major organization in the manufacturing sector in the search for an ITSM Problem Coordinator for a high-impact contractual mandate. The company operates globally across multiple sites, with a complex IT environment that includes large-scale SAP systems.
Key Terms and Work Conditions
Job Type: Contract
Duration: Until May 1st, 2026 (6-month term)
Location: Hybrid model – 50% on-site in Montreal
Schedule: 35 hours per week
Languages Required: Fully bilingual in English and French, both spoken and written
Responsibilities
The ITSM Problem Coordinator is accountable for overseeing the end-to-end lifecycle of IT problems, ensuring efficient resolution and root cause analysis, while actively driving continuous service improvement. Working collaboratively with cross-functional IT teams, service providers, and business units, the individual ensures recurring issues are addressed to reduce incident volume and improve operational stability.
Core Duties:
Coordinate all phases of the problem lifecycle and serve as the owner of assigned problem records.
Support the Problem Manager in investigations and in the development of resolution strategies.
Validate incoming problem records for relevance and completeness.
Analyze related incidents across business services to identify patterns and recurring issues.
Facilitate technical collaboration with subject matter experts (SMEs) across infrastructure, SAP, and operations.
Lead root cause analysis (RCA) sessions and ensure permanent resolution strategies are implemented.
Ensure proper documentation of known errors and publish workaround procedures.
Coordinate risk assessments for implementing or deferring fixes.
Improve the efficiency and quality of the Problem Management process.
Drive standardization and knowledge-sharing across IT teams.
Collaborate with Change Management to implement permanent solutions when required.
Required Expertise
Minimum 5 years of experience in IT Problem Management, IT Support, or IT Operations.
Advanced knowledge of the ITIL framework and processes.
Demonstrated experience working within SAP environments.
Solid understanding of enterprise IT infrastructure: servers, networks, and database systems.
Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.
Assets
Formal ITIL certification.
Familiarity with SAP Basis components and system architecture.
Experience in project coordination or management.
Background in large, multisite companies in sectors such as transportation, automotive, or aerospace.
Experience in organizations operating across multiple continents.
