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Added 7 mins ago
Senior Thermal Engineer/MTS
MDA
Brampton, ON
Full-time
…satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team of more than 4,000 space experts in Canada, the US and the UK has the knowledge and…
Added 7 mins ago
Lead Technical Support Specialist
Open Text Corporation
Waterloo, ON
The Lead Technical Support Specialist is a key technical contributor within OpenText Global Technical Support. The role owns complex and highly visible client issues from investigation…
Added 22 mins ago
PLAA Manager
Kenaidan Contracting Ltd.
Toronto, ON
Full-time
Murphy operates in the United Kingdom, Ireland, Canada and America as a leading international specialist engineering and construction company. Founded in 1951, we are committed to improving…
Added 52 mins ago
Cyber Security Specialist
NDT Global
Quebec, QC · Greater Quebec City Metropolitan Area
Full-time
…integrity management services that safeguard energy-sector infrastructure. The company is recognized for its expertise in both ultrasonic inspection technologies - such as Pulse Echo,…
Added 53 mins ago
Travel Product Specialist (15-month Contract FT)
CAA Club Group
Thornhill, ON
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 53 mins ago
Assistant Quality Manager
Aecon
Toronto, ON · Scarborough, ON
8+ years of experience in a Quality Coordinator, Quality Specialist, Lead Quality Inspector, or similar quality-focused role.
Added 53 mins ago
Senior Engineer - ServiceNow Development
The TJX Companies, Inc.
Mississauga, ON · CAN Home Office Mississauga ON
$87,780 to $122,892 CAD / year
Full-time
Collaborate across SMO, ServiceNow platform teams, architects, security teams, application teams, infrastructure teams, and business stakeholders.
Added 1 hour ago
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Montreal, QC
Full-time
…a new railway line, increasing the capacity of the existing infrastructure, privatization of a…
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Hays
Montreal, QC
$120,000 to $155,000 CAD / year
Full-time
We are hiring an IT Infrastructure Architect, Manufacturing (OT) on behalf of a well-established organization in Montreal. Role can be based either in Montreal (bilingual) or in Mississauga.
Added 1 hour ago
*Senior Project Engineer (Sewer and Drainage Operations)
Metro Vancouver
Burnaby, BC
Full-time
…team at Metro Vancouver. The engineer carries out a range of infrastructure asset condition & performance management duties as well as engages in related core operational activities…
Added 1 hour ago
DevSecOps Specialist
Russell Tobin
Ottawa, ON
$85 to $95 CAD / hour
Contract
A minimum of three (3) years of demonstrated experience troubleshooting and resolving complex operational issues involving business applications and their supporting infrastructure.
Added 1 hour ago
Product Enablement Specialist Co-op
FISPAN
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Added 1 hour ago
PLC & Automation Controls Specialist
DECIEM | THE ABNORMAL BEAUTY COMPANY
Toronto, ON · Etobicoke, ON
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…our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and…
Added 1 hour ago
Application Monitoring Specialist
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Mississauga, ON
Contract
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Added 1 hour ago
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Remote, Canada
Full-time · Remote
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Vancouver, BC
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Added 2 hours ago
Spécialiste apprentissage machine/Machine Learning Specialist - Device Analytics
Genetec
Montreal, QC
Full-time
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Added 2 hours ago
Project Accounting Manager
STRIVE Recruitment Inc.
Vancouver, BC · Greater Vancouver Metropolitan Area
$100,000 to $120,000 CAD / year
Full-time
STRIVE is a specialist recruitment firm offering proactive recruitment solutions in the areas of Accounting & Finance, Corporate Administration, Manufacturing Operations, and Technology.…
Added 2 hours ago
Artificial Intelligence Engineer
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Montreal, QC
Contract
Job Title: AI Platform Engineering Specialist
Added 2 hours ago
Network and Systems Specialist
Stoakley-Stewart Consultants Ltd.
Barrie, ON
Full-time
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Added 2 hours ago
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Burlington, ON
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Added 3 hours ago
Sr Delivery Specialist
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Brampton, ON · Montreal, QC · Calgary, AB
The Senior Delivery Specialist (SDS) is responsible for proactive management of customer orders and communication of defined milestones to both internal and external customers ensuring that…
Added 3 hours ago
Systems Administrator
MDA
Longueuil, QC
Full-time
…satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team of more than 3,000 space experts in Canada, the US and the UK has the knowledge and…
Added 3 hours ago
Project Controls Coordinator
Kenaidan Contracting Ltd.
Toronto, ON
Full-time
Murphy operates in the United Kingdom, Ireland, Canada and America as a leading international specialist engineering and construction company. Founded in 1951, we are committed to improving…
Added 3 hours ago
Project Controls Reporting Analyst
Kenaidan Contracting Ltd.
Toronto, ON
Full-time
Murphy operates in the United Kingdom, Ireland, Canada and America as a leading international specialist engineering and construction company. Founded in 1951, we are committed to improving…

Modern Niagara

IT Support Specialist

Vaughan, ON, L4H 4S6, Canada

Pay: Expected annual compensation; $70,000-$75,000.
Job type: Full-time
Experience: Minimum 5 years of experience in IT support, service desk operations, IT operations, service delivery, or IT Service Management.
Posting language: English
Posted: Sep 28, 2026

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Original job description

The IT Support Specialist II provides advanced level 2 IT support while administering, developing, and continuously improving Modern Niagara’s ServiceNow platform. This role supports employees across desktops, laptops, mobile devices, Microsoft 365, telephony, collaboration tools, audio-visual technology, and business applications, while also delivering ServiceNow solutions that enable efficient IT service management.

The role owns incidents and service requests through to resolution, supports Major Incident Management, and serves as an escalation point for Level 1 support and other IT teams. Success means reliable technical support, effective ITSM processes, well-managed ServiceNow solutions, and a consistent focus on improving the employee experience and reducing recurring issues.

Why This Role Matters to Modern Niagara

This role is central to maintaining reliable IT services across Modern Niagara’s national operations. By combining hands-on technical support with ServiceNow administration and development, the role helps ensure employees can work effectively, incidents are resolved efficiently, and IT services continue to evolve with the needs of the business.

The role also contributes to operational maturity by improving ITSM processes, automating repeatable activities, strengthening documentation, and identifying opportunities to reduce recurring incidents and improve service delivery.

Key Impact / Purpose

Deliver responsive, high-quality Level 2 technical support across Modern Niagara’s national operations.
Own incidents and service requests from intake through resolution, maintaining accurate records, proactive communication, and alignment with SLA and ITSM requirements.
Administer, configure, develop, test, and continuously improve ServiceNow solutions that support Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset, and related ITSM capabilities.
Support Major Incident Management through timely technical coordination, escalation, stakeholder communication, and post-incident follow-up.
Identify trends, recurring issues, and operational risks and recommend improvements that strengthen service reliability and reduce repeat incidents.
Collaborate with infrastructure, cybersecurity, applications, telecommunications, vendors, and other delivery teams to resolve issues and improve IT services.

Duties and Responsibilities

Advanced IT Support

Provide advanced Level 2 support for desktops, laptops, mobile devices, Microsoft 365, telephony, collaboration tools, audio-visual technology, and business applications.
Diagnose and resolve complex hardware, software, network, access, and application issues through remote and hands-on support.
Own incidents and service requests from intake through resolution, maintaining accurate records and proactive communication with users and stakeholders.
Serve as an escalation point for Level 1 support and collaborate with infrastructure, cybersecurity, applications, telecommunications, and vendor partners.
Provide national support and onsite assistance at regional offices and construction project sites when required.
Perform root cause and trend analysis, complete post-resolution follow-up, and recommend actions that reduce repeat incidents.

ServiceNow Administration & Development

Administer, configure, develop, test, deploy, and support ServiceNow solutions that enable efficient IT service delivery.
Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, Data Policies, Catalog Items, Record Producers, Flow Designer automations, Service Catalog workflows, notifications, and approval processes.
Manage ServiceNow users, roles, groups, data corrections, configuration updates, requirements, testing, deployments, and production support.
Package, promote, test, and deploy changes across environments using Update Sets and established change and release practices.
Debug and resolve defects, support platform upgrades and regression testing, participate in code reviews, and follow established development standards.
Configure and support Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset, and related ITSM capabilities.
Create operational dashboards, reports, queue views, SLA reporting, and performance metrics.
Gather requirements, translate business needs into practical ServiceNow solutions, and identify opportunities for automation and process improvement.
Develop and maintain knowledge articles, runbooks, templates, support documentation, and standard operating procedures.

Incident Management & ITSM

Execute Incident Management activities in alignment with established ITSM processes, standards, and tooling.
Perform triage, categorization, prioritization, escalation, and stakeholder communication based on impact and urgency.
Coordinate resolution across delivery teams, infrastructure, cybersecurity, applications, telecommunications, and vendors.
Participate in Major Incident bridges and support timely technical and business communications.
Ensure incidents are accurately logged, updated, resolved, and closed according to quality and SLA requirements.
Monitor queues and dashboards, identify aging work and operational risks, and report service trends and performance.
Contribute to post-incident reviews, timeline documentation, root cause analysis, and follow-up tracking.
Validate operational readiness for new or changed services and contribute to continual ITSM process improvement.

Must Haves

Postsecondary education in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent education and experience.
Minimum 5 years of experience in IT support, service desk operations, IT operations, service delivery, or IT Service Management.
Hands-on experience administering, configuring, or developing solutions in ServiceNow or a comparable enterprise ITSM platform.
Working knowledge of Incident and Major Incident Management and experience operating in high-pressure support environments.
Experience supporting Microsoft 365, Windows, identity and access, endpoint technologies, mobile devices, and enterprise applications.
Experience managing tickets from intake to resolution, monitoring SLAs, and producing operational reports and metrics.
ITIL Foundation certification.
Strong troubleshooting, documentation, organization, communication, collaboration, and customer service skills.
Willingness to provide national support, travel when required, and perform reasonable equipment handling associated with onsite IT support.

Nice to Haves

ServiceNow Certified System Administrator or ServiceNow ITSM certification.
Experience with ServiceNow Flow Designer, Service Catalog, CMDB, Asset Management, Performance Analytics, integrations, APIs, PowerShell, or workflow automation.
Experience supporting multi-site or construction environments.
Experience with ServiceNow development, platform upgrades, regression testing, code reviews, and deployment practices.
Experience identifying automation opportunities and implementing process improvements within an enterprise IT environment.

This is a replacement position. Expected annual compensation; $70,000-$75,000.

Modern Niagara offers a competitive total compensation package including:

Defined Contribution Pension Plan with a generous employer contribution
Flexible Health and Dental benefits with tiered options to meet the needs of you and your family
An annual health spending account to support your overall wellness
24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services
A competitive vacation package with additional vacation granted throughout your tenure with the organization
Employer Paid Parental Leave Top Up
Annual Community Day dedicated to volunteering and giving back to the communities where we live and work
Corporate Discounts through various vendors across Canada for programs such as fitness, mobile phones, travel, home and auto insurance, and many others

Here at Modern Niagara, because we know our people are the best in the industry, we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.

About Modern Niagara

Who We Are

Modern Niagara helps building owners, managers, and general contractors meet the mechanical and electrical needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We are committed to having a positive and meaningful impact on Canada’s infrastructure - and on the communities where we live, learn, work, and heal. We build for life.

Our Culture & Values

We value passion, initiative, determination, professionalism, and teamwork. Health and safety are embedded in everything we do, and our award-winning safety culture consistently performs well above industry standards.

Diversity, Equity & Inclusion at Modern Niagara

We are committed to building a diverse, equitable, and inclusive organization where everyone has access to opportunity, feels a sense of belonging, and can thrive. We actively work to remove barriers faced by members of equity-seeking groups (including women, Indigenous, Black, racialized, 2SLGBTQIA+ people, people with disabilities, and newcomers to Canada) in the construction industry. We encourage applications from candidates of all backgrounds and lived experiences and are committed to a barrier-free hiring process. If you require accommodation at any stage of the recruitment process, please contact us at careers@modernniagara.com so we can make appropriate arrangements.

We appreciate every applicant’s interest in joining Modern Niagara. Only those selected for an interview will be contacted.

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More about this job

Responsibilities

Provide advanced Level 2 technical support across devices, Microsoft 365, telephony, collaboration tools, and business applications, owning incidents and service requests through resolution. Administer and develop ServiceNow ITSM solutions, support major incidents, and improve service processes through automation, reporting, documentation, and root cause analysis.

Requirements

Requires at least five years of experience in IT support, operations, service delivery, or ITSM, hands-on experience with ServiceNow or a comparable ITSM platform, and an ITIL Foundation certification. Candidates need experience supporting Microsoft 365, Windows, identity and access, endpoints, mobile devices, and enterprise applications, along with strong troubleshooting, communication, documentation, and customer service skills.

Skills

Level 2 IT Support
ServiceNow Administration
ServiceNow Development
Incident Management
Major Incident Management
IT Service Management
Microsoft 365
Windows Support
Identity and Access Management
Endpoint Support
Mobile Device Support
Troubleshooting
Root Cause Analysis
SLA Management
ITIL
Customer Service

Benefits

Health and Dental Benefits
Health Spending Account
Employee and Family Assistance Program
Paid Vacation
Parental Leave Top-Up
Community Volunteer Day
Corporate Discounts

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
IT Service Management
Incident Management
Major Incident Management
Request Management
Change Management
Problem Management
Knowledge Management
Service Catalog
Asset Management
Microsoft 365
Windows
Identity and Access Management
Endpoint Technologies
Flow Designer
Business Rules
Client Scripts
Script Includes
UI Policies
Data Policies
Catalog Items
Record Producers
Update Sets
ITIL Foundation
SLA Management
Root Cause Analysis
PowerShell
CMDB
Performance Analytics
Workflow Automation

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