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Knowledge Management Practice Leader - ITSM

  • Employer: iA Financial Group
  • Office: 1080, Grande Allee West
  • Location: Québec, Quebec
  • Other Possible Location(s): Vancouver, British Columbia; Montreal, Quebec; Toronto, Ontario
  • Job category: Information Technology
  • Job ID: JR10023880
  • Job type: Permanent Job
  • Apply before: 2025-10-31

Description

Internal Job Title: IT Analyst

Context

The IT Service Management and Partner Relations Department is continuing its transformation by strengthening its ITSM practices according to the ITIL framework. The IT Service Management team, composed of ITIL v4 certified professionals, is responsible for implementing, evolving, operationalizing, and governing all ITSM practices.

The knowledge management practice has been successfully established over the past few years. We are now looking for a Practice Leader to take over, structure governance, and further develop this strategic practice.

Role and Responsibilities

As the Knowledge Management Practice Leader, you will be responsible for:

  • Ensuring governance, consistency, and continuous evolution of the practice across the organization.

  • Defining and maintaining policies, standards, roles, and responsibilities related to knowledge management.

  • Collaborating with other ITSM practice leaders to ensure alignment and integration of processes.

  • Supporting teams in adopting best practices and optimizing the use of knowledge management tools (e.g., ServiceNow).

  • Measuring practice performance (KPI, ITIL indicators) and proposing continuous improvements.

  • Translating complex technical content into clear, accessible articles for end users.

  • Acting as an ambassador for a culture of knowledge sharing and valorization.

Profile Sought

  • Degree in Computer Science, Administration, or a related field, with 2 to 5 years of relevant experience.

  • Proven experience in knowledge management within a structured IT environment.

  • Knowledge of the ITIL framework (ITIL v4 certification is an asset) and experience with the KCS model.

  • Proficiency with ITSM tools and knowledge management platforms (ServiceNow knowledge is an asset).

  • Excellent communication, simplification, facilitation, and collaboration skills.

  • Strategic mindset, rigor, autonomy, and intellectual curiosity.

  • Strong interest in new technologies, including artificial intelligence.

  • Intermediate English proficiency, as the role involves documenting, analyzing documentation, and communicating with English-speaking colleagues in Canada, representing approximately 20% of the work.

  • Knowledge of the insurance and financial services industry is an asset.

Apply now

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Company Overview

iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the trust of our more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $235 billion in assets, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 130 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

Our commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us. Someone from our team will be happy to assist you.