Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation’s Capital, our work powers all the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are looking for trailblazers and innovators to join us as we build an energy future that will keep our City and our planet green for generations to come.

Are you ready to make a difference in our community?

JOB SUMMARY

The Programmer/Analyst - IT Service Management is responsible for the design, architecture, development, configuration, implementation, and ongoing maintenance of Hydro Ottawa’s IT Service Management (ITSM) platform. This role involves translating business requirements into technical solutions, delivering platform enhancements aligned with ITSM best practices, and maintaining system performance and stability. The Programmer/Analyst - IT Service Management collaborates with stakeholders to ensure the platform meets business needs, supports testing and change processes, and contributes to effective product adoption across the organization.

MAJOR RESPONSIBILITIES

Responsible for the administration, design, development, configuration and maintenance of Hydro Ottawa’s ITSM solution cloud application software, while ensuring alignment of data, security, infrastructure and application architecture.
Participate and assist in ITSM platform-related projects from initiation to completion, ensuring delivery is on time, within scope, and supports the alignment with business priorities.
Partner with stakeholders, including business stakeholders and technical staff, to translate business requirements into detailed solution requirements to form the technical scope of the project.
Apply knowledge of ITSM software to ensure full capabilities are being leveraged.
Configure/ develop reports, dashboards, business forms and workflows to track and report on project progress, risks, and issues.
Support alignment between business objectives and platform capabilities by applying strategic goals into actionable development and configuration tasks.
Perform sprint planning, reviews, and retrospectives in agile or hybrid project environments related to ITSM platform development cycles.
Support product adoption, maintain and troubleshoot systems, and ensure user feedback and suggestions are captured and prioritized.
Investigate and analyze problems and business requirements, in order to recommend appropriate solutions.
Own all aspects of requirements, management, and delivery in the product lifecycle: planning, elicitation, analysis and documentation.
Perform configuration of software and extend applications to meet business requirements and facilitate problem resolution activities, following the established change management process and systems.
Create and configure workflows based on the business requirements and best practices using Flow Designer and Workflow editor, working on the integration of other applications with the ITSM platform using integration technology.
Create and maintain business rules, UI policies, UI pages, UI macros, UI actions, Scripts, etc.
Participate in deploying ITSM software patches/updates and new versions of the platform and other integrated applications.
Identify, diagnose, and resolve technical issues related to ITSM platform configurations and customizations.
Prepare and maintain documentation for ITSM platform standards and procedures.
Monitor performance, usage and overall compliance of ITSM software and its applications.
Assist in the development of the end-user documentation and training.
Liaise with users of the ITSM platform to provide business process support and recommendations.
Prepare and present new functionality of the software to internal stakeholders.
Test and monitor ITSM platform solutions to ensure requirements are satisfied.
Create and maintain reference documents for changes within the ITSM platform.
Coordinate and/or execute the UAT process, perform smoke testing, test case validation, and obtain business approvals on UAT for scheduled deployments.
Assist with the contract and license renewal of ITSM software and integrated systems for the
provisions of vendor services, proposal evaluations and functionality recommendations.
Perform other duties as required.

EDUCATION AND EXPERIENCE

A post-secondary degree or diploma in a related technical discipline (e.g., Computer Science, Software Development, Information Technology).
Minimum 1 year experience in application development, software development life cycle (SDLC) methodology, and experience with large-scale or enterprise-wide off-the-shelf application installation and configuration.
Minimum 1 year experience using requirements elicitation techniques such as document analysis, interviews, facilitated workshops, observation, prototyping, and focus groups.
Minimum 1 year hands-on experience with the ServiceNow platform or other workflow automation/low-code platforms.
A combination of relevant education and practical experience may substitute for academic requirements.
ServiceNow Administrator certification or the ability to obtain within 1 year of employment.
Experience leading or coordinating technology implementation projects, including planning, stakeholder engagement, and execution, considered an asset.
Strong understanding of the ServiceNow platform, including familiarity with core modules such as Incident, Problem, Change, Request, and Knowledge Management.
Exposure to specialized modules such as Strategic Portfolio Management (SPM) and IT Operations Management/Configuration Management Database (ITOM/CMDB) considered an asset.
Working knowledge of ServiceNow best practices and understanding of ITIL processes, operations, and procedures considered an asset.
Experience with ServiceNow scripting and configuration, including Client Scripts, Business Rules, and UI Policies/Actions, Form and Workflow configuration (e.g., using Flow Designer) and Table relationships and database views.
Ability to create or maintain basic documentation, process flows, and configuration records following ITSM/ITIL practices.
Strong computer skills; proficient in the use of office productivity and collaboration tools, preferably G Suite.
English essential, both oral and written; Bilingual (English/French) considered an asset.

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.

Location:

Ottawa, ON

Pay Range Minimum:

$74,517.10

Pay Range Maximum:

$111,775.67

Posting End Date (if applicable):

August 27, 2025

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.