IT Tools Administrator  

Gildan is a leading manufacturer of everyday basic apparel, with a strong portfolio of brands, including Gildan®, Hanes®, Comfort Colors®, American Apparel®, ALLPRO™, GOLDTOE®, Peds®, Bali®, Playtex®, Maidenform®, Bonds®, as well as Champion® which is under an exclusive licensing agreement for the printwear channel in the U.S. and Canada.

Gildan owns and operates vertically integrated, large-scale manufacturing facilities which are primarily located in Central America, the Caribbean, North America, and Asia. Gildan operates with a strong commitment to industry-leading labour, environmental and governance practices throughout its supply chain in accordance with its comprehensive ESG program embedded in Gildan's long-term business strategy. Together with our global team of dedicated employees, Gildan is united in its vision of Making Apparel Better®. Discover the full scale of Gildan and prepare to be surprised at gildancorp.com.

Reporting to the IT Service Operations & Tooling, the IT Tools Administrator is responsible for supporting the administration, optimization, governance, and documentation of enterprise IT Service Management and IT Operations Management tools and processes. This role partners closely with technical teams, IT process stakeholders, and business partners to improve workflows, strengthen service delivery practices, enhance operational visibility, and support effective integration across Gildan platforms. 

The role  

• Administer, evolve, and govern ITIL-aligned processes, including Incident, Problem, Change, Request, and Knowledge Management, while maintaining accurate process and system documentation. 

• Maintain the integrity, health, and accuracy of the Configuration Management Database (CMDB), including support for automated discovery schedules across hybrid and cloud environments. 

• Support the deployment, configuration, and continuous improvement of monitoring, alerting, and observability solutions to improve event correlation, reduce noise, and identify anomalies early. 

• Contribute to the functional design, lifecycle management, and roadmap of enterprise ITSM and ITOM platforms, including tools such as ServiceNow, Nagios XI, SolarWinds, or similar solutions. 

• Use operational metrics, reports, dashboards, and incident trends to identify service gaps, recommend improvements, and support continual service improvement initiatives. 

• Document infrastructure dependencies, data flows, integration points, and API processes to support reliable foundational data and cross-platform integration. 

• Build, document, and optimize low-code or no-code workflow automations that reduce manual handoffs, improve operational efficiency, and strengthen collaboration between technical teams. 

• DevOps and SRE Alignment: Partner with Cloud Operations, Site Reliability Engineering, and Security teams to ensure ITSM controls, including Change Management, are effectively integrated into automated deployment practices. 

• Support the establishment, monitoring, and reporting of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to promote predictable service outcomes. 

• Coordinate with internal teams, external contractors, and vendors to support service delivery, tool administration, process execution, and continuous improvement activities. 

• Collaborates with Infrastructure, Operations, Service Delivery, Project, Cloud Operations, Site Reliability Engineering, Security, and business process teams across local and international locations. 

• Engages with vendors and external partners to support platform administration, process execution, service improvement initiatives, and operational requirements. 

The requirements  

• Post-secondary education in Information Technology, Computer Science, or a related discipline. 

• Minimum of five years of experience in IT Service Management, IT Operations, ITOM, or ITIL-aligned process environments. 

• Strong operational experience with enterprise ITSM or ITOM platforms such as ServiceNow, Nagios XI, SolarWinds, or similar tools. 

• Solid understanding of IT infrastructure concepts, including networks, servers, virtual machines, cloud platforms such as AWS and Azure, certificates, monitoring, and asset lifecycle management. 

• Strong understanding of ITIL practices; ITIL v4 certification is strongly preferred. 

• Experience translating operational data, logs, metrics, and incident trends into meaningful KPIs, reports, and executive-level dashboards. 

• Demonstrated ability to document processes, map integrations, analyze workflows, and recommend practical process improvements. 

• Strong analytical, communication, documentation, and stakeholder-management skills. 

• Ability to work collaboratively with technical and business teams in a global environment. 

• Strong oral and written communication skills in English; French are considered assets.

• Únete a un líder en la manufactura de prendas de vestir con sólidos estándares de seguridad y medio ambiente.
• Forma parte de un lugar de trabajo diverso con actividades divertidas.
• Aprovecha oportunidades continuas de formación.
• Disfruta de nuestros atractivos paquetes de beneficios.

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Gildan is a leading manufacturer of everyday basic apparel, with a strong portfolio of brands, including Gildan®, Hanes®, Comfort Colors®, American Apparel®, ALLPRO™, GOLDTOE®, Peds®, Bali®, Playtex®, Maidenform®, Bonds®, as well as Champion® which is under an exclusive licensing agreement for the printwear channel in the U.S. and Canada.

Gildan owns and operates vertically integrated, large-scale manufacturing facilities which are primarily located in Central America, the Caribbean, North America, and Asia. Gildan operates with a strong commitment to industry-leading labour, environmental and governance practices throughout its supply chain in accordance with its comprehensive ESG program embedded in Gildan's long-term business strategy. Together with our global team of dedicated employees, Gildan is united in its vision of Making Apparel Better®. Discover the full scale of Gildan and prepare to be surprised at gildancorp.com.