IT Operations Management Specialist (ServiceNow / Grafana / New Relic)

Job Description

IT Operations Management Specialist
On behalf of our Retail client, Procom is searching for an IT Operations Management Specialist for a 6 month contract role. This position is a hybrid position with 3 days onsite at our client’s Mississauga office.

IT Operations Management Specialist - Job Description:
We are seeking an experienced IT Operations Management Specialist to enhance enterprise monitoring and observability initiatives. This role involves supporting proactive IT operations to build operational visibility, improve system reliability, and drive automation across enterprise environments.

IT Operations Management Specialist - Responsibilities:
• Design, configure, and maintain enterprise monitoring and observability solutions using Grafana, New Relic, and related tools.
• Build and manage dashboards, alerts, notifications, and automated operational workflows.
• Configure and optimize monitoring thresholds, event correlation, and alerting strategies to improve operational responsiveness.
• Support and enhance ServiceNow ITOM and ITSM capabilities, including event management, incident management, and operational workflows.
• Utilize SysTrack to analyze end-user experience, system performance, and operational trends.
• Collaborate with infrastructure, cloud, application, and support teams to improve service reliability and operational visibility.
• Identify opportunities for automation and operational efficiency improvements across IT operations processes.
• Perform root cause analysis and assist in resolving complex operational issues.
• Develop operational reporting, dashboards, and KPI metrics to support leadership and service management teams.
• Contribute to proactive operations management initiatives and continuous service improvement programs.
• Ensure monitoring and observability standards align with enterprise governance and operational best practices.

IT Operations Management Specialist - Mandatory Skills:
• 5+ years of experience in IT Operations, Monitoring, or Observability environments.
• Strong hands-on experience with Grafana.
• Strong hands-on experience with New Relic.
• Strong hands-on experience with SysTrack.
• Strong hands-on experience with ServiceNow ITOM/ITSM.
• Experience configuring dashboards, alerts, notifications, and automated operational workflows.
• Strong troubleshooting, analytical, and problem-solving skills.

IT Operations Management Specialist – Nice-to-Have Skills:
• Experience with cloud monitoring environments (AWS, Azure, GCP).
• Knowledge of automation and scripting tools.
• ITIL certification or experience working within ITIL-based organizations.
• Experience within large enterprise or retail environments.

IT Operations Management Specialist – Assignment Length:
This is a 6 month contract position.

IT Operations Management Specialist - Start Date:
ASAP.

IT Operations Management Specialist - Assignment Location:
Mississauga, Ontario, Canada - Hybrid, with 3 days in office.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.