Intermediate Technology Specialist, IT Service Management

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

The Opportunity:  At Equitable, we believe great things happen when we work together. We're a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you're passionate about making a difference and growing your career in an inclusive and collaborative environment, we'd love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

This is an exciting opportunity to support and enhance shared technology solutions that drive operational excellence and elevate the service experience for both internal and external clients. In this role, you'll collaborate across functions to design, develop, test, and refine infrastructure technologies that align with business priorities. You'll play a hands‑on part in maintaining high‑quality systems, identifying improvement opportunities, and contributing to continuous innovation within the organization.

Join one of the region's top employers and be part of something that truly makes a difference.

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

 
What you'll do:

• Supporting the implementation of corporate policies, standards, and procedures related to technical systems, architecture, governance, and solution management;
• Collaborating with Business and IT teams on solution design, development, and quality management for shared infrastructure systems and applications;
• Working with internal and external partners to enhance system quality through issue identification, maintenance activities, and solution implementation;
• Performing hands‑on configuration, troubleshooting, upgrades, and replacements of hardware and application software;
• Assisting in the maintenance and documentation of internal processes and quality system management to uphold organizational standards;
• Identifying opportunities for improved workflows, efficiencies, and overall system performance;
• Monitoring capacity usage and performance of assigned technologies to ensure operational availability and adherence to process integrity;
• Providing technical guidance to peers and end‑users to enable continuous delivery of shared technology solutions;
• Following established processes and identifying gaps that could pose operational risk;
• Supporting day‑to‑day incident and major incident management activities under the guidance of the Incident Management Lead;
• Assisting with triage, escalation, coordination, and stakeholder communication during major incidents to support timely service restoration;
• Contributing to post‑incident reviews, documentation, and trend analysis to drive continuous improvement and problem identification;
• Executing ITSM processes, standards, and tooling (e.g., ServiceNow) related to incident and major incident management.

 
What you'll bring:

• A minimum of 3+ years of experience in IT, with strong technical skills relevant to the specified specialty areas;
• A post‑secondary degree in computer science, computer systems engineering, software engineering, or an equivalent combination of education and experience;
• Contemporary technical or service certifications relevant to owned technology or service areas, including ITSM, performance management platforms, and cloud services (SaaS/PaaS);
• Strong client‑experience focus with the ability to resolve complex or unique problems and achieve first‑point‑of‑contact resolutions;
• A growth mindset with the ability to evaluate processes, lead improvement initiatives, and adopt best practices;
• Strong communication, interpersonal, and feedback skills, with the ability to collaborate across diverse teams and manage conflict effectively;
• Agility and flexibility in adapting to changing priorities, ambiguous situations, and evolving responsibilities;
• Strong critical‑thinking and decision‑making skills grounded in data, experience, established policies, and legislative requirements;
• Leadership qualities that demonstrate ownership, initiative, respect, and the ability to influence and support team success;
• Experience with ITSM process design, execution, monitoring, and reporting;
• Familiarity with relevant hardware, software, and enterprise platforms that support IT service delivery and continuous improvement.

What's in it for you:

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Allowance provided in place of vacation pay and benefits
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a "dress for your day" approach

At Equitable, we're committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at We're happy to help.

Your base pay will be based on your skills, qualifications, experience and education.

If you're selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what's included.

Reports To: Senior Technology Manager, ITSM 
Department: IT Infrastructure
Term: Temporary Full-Time, Twelve (12) Month Contract

This position is open and we are excited to find the right person to join our team. 
 
As part of the recruitment process, you will need to go through background screening, as per our company policy. 

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