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.
