Implementation Specialist supporting CAMH’s pan - Canadian youth mental health collaboration centre. Applying implementation science, quality improvement and equity expertise across Western Canadian networks.
About the role
- Implementation Specialist leading SysAid ITSM and AI solution implementations for Canadian SMB clients. Configuring workflows, agents, integrations, and delivering customer training.
Responsibilities
- Lead end-to-end implementation projects for SysAid ITSM and ESM solutions
- Manage project plans, timelines, and deliverables aligned with client goals
- Act as the primary client contact and foster strong relationships
- Conduct client workshops to gather business requirements, align expectations, and showcase SysAid capabilities
- Design and configure workflows, integrations, and reporting
- Collaborate with internal teams on customizations and system integrations
- Test and validate configured solutions with clients
- Design, build, and configure SysAid AI agents from use case definition through testing and go-live
- Write, test, and refine agent prompts and instructions
- Configure agent knowledge sources and advise customers on content quality and gaps
- Deliver training sessions to end-users and administrators
- Provide go-live support
- Share best practices and adoption strategies
- Track progress, identify risks, and mitigate issues
- Gather client feedback to refine implementation methodologies
- Share insights with the product team
- Stay current with ITSM trends and SysAid product updates
Requirements
- 1–2+ years of experience in ITSM or related software implementation/consulting
- Strong organisational and project management skills; ability to manage multiple projects simultaneously
- Familiarity with ITSM platforms (SysAid, ServiceNow, Jira Service Management, etc.) and industry best practices
- Experience in process design and workflow automation
- Exposure to APIs or system integrations is a plus
- Hands-on experience configuring AI or automation features in an ITSM or SaaS platform
- Working knowledge of prompt engineering: structuring instructions, providing examples, setting guardrails, and iterating based on output
- Ability to explain AI concepts to non-technical stakeholders and run hands-on training
- Excellent communication and presentation skills, with a client-first mindset
- Strong problem-solving abilities and adaptability in dynamic environments
- Bachelor’s degree in IT, Computer Science, Business Management, or related field (preferred)
- ITIL Foundation certification (preferred)
- Fluent in English and Spanish
- Experience with Workato or similar iPaaS for agent actions and integrations is nice to have
Benefits
- Fridays are a remote half-day
- Balance of collaboration and flexibility
- Hands-on experience with ITIL best practices
- Opportunity to work with global customers
- Opportunity to shape ITSM transformations
- Opportunity to learn and make an impact with clients worldwide
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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