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IT Support Specialist
- Mirabel, QC, Canada
Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Full-time
- Closing date
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
IT Support Engineer
Montreal, QC (Onsite)
Full Time
Must have Technical Skills:
- Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
- Stakeholder management, share regular updates and assist in preparing operational reports
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME’s on functional issues
- Coordinate communications between suppliers, and business stakeholders for their particular area
- Tracks and report progress to stakeholders
• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
• Shift timings : Monday to Friday:Morning 7:00 am 7:00 pm( 8 hours job, ROTA will be available)
- On-Call support beyond Office hours(rarely needed)
- Extended Shift timings and Weekend working based on customer requirements
- Working with Manufacturing Customer will be an added advantage
• Fluent in French language
Roles and Responsibilities:
• Day to day incident monitoring and resolution (Service Now preferred)
- Interaction with client (IT & Business users) on functional issues
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME’s on functional issues
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
- Tracks and report progress to stakeholders
- Willing to work in shifts (between 7am to 7pm), this is mandatory
- Flexible
- Excellent communication skills
- Continuous learning attitude
- Team worker
- Meticulous
More about this job
Responsibilities
Monitor and resolve day-to-day incidents, triage issues, and coordinate with clients, subject matter experts, suppliers, and cross-functional teams to achieve timely resolution. Follow service management processes, maintain SLA and delivery quality, communicate progress to stakeholders, and contribute to operational reporting.
Requirements
The role requires experience with ServiceNow and knowledge of incident, problem, change, service level, and knowledge management processes. Candidates must be fluent in French, communicate effectively, work collaboratively, and be available for rotating shifts between 7 a.m. and 7 p.m., with occasional on-call or extended hours as needed.
Skills
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- ServiceNow
- Issue Triage
- Stakeholder Management
- Cross-Functional Coordination
- SLA Management
- Operational Reporting
- Supplier Coordination
- Knowledge Management
- Communication
- French Language
- Shift Work
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Management & Leadership
Keywords
- ServiceNow
- Incident Management
- Problem Management
- Change Management
- Capacity Management
- Service Level Management
- Knowledge Management
- Service Management
- Issue Triage
- Incident Monitoring
- SLA
- Operational Reporting
- Stakeholder Management
- Cross-Functional Coordination
- Supplier Coordination
- Manufacturing
- On-Call Support
- Shift Rotation
- Quality of Delivery
- French