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Added 28 mins ago
Senior IT Specialist, Level 3
AOS
Grimsby, ON
Full-time
AOS is looking for an experienced, hands-on IT professional to lead technical project delivery, solve complex problems, and help clients get lasting value from their technology. We support…
Added 1 hour ago
Control Specialist - New Grad
PepsiCo
Cambridge, ON
Full-time
Frito-Lay Canada has an opening at the Cambridge, Ontario facility for a Controls Specialist. We are seeking an ambitious and motivated technical specialist to join our dynamic reliability…
Added 4 hours ago
Network and Systems Specialist
Prodomax Automation Ltd.
Barrie, ON
Full-time
Prodomax Automation Ltd. is currently seeking a NETWORK AND SYSTEMS SPECIALIST to join our team.
Added 4 hours ago
Operations Specialist
Kia Canada
Mississauga, ON
Full-time
The Operations Specialist, Technical Support, is responsible for supporting the day-to-day operational activities of the Technical Support team. This role oversees the management and…
Added 5 hours ago
Instrumentation Specialist
Actalent
Mississauga, ON
Contract
The Instrumentation Specialist plays a key role in supporting engine turbine test cells by installing, calibrating, repairing, and maintaining electronic, electro-mechanical, and mechanical…
Added 10 hours ago
Store Planning Specialist
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Brampton, ON
Full-time
This Store Planning Specialist role will support project work streams for the Hard Discount major and minor capital planning.
Added 10 hours ago
Senior Cyber Security Specialist - Cyber Incident Management
Sobeys
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Full-time
Strong understanding of network and system security concepts, including TCP/IP, operating systems (Windows, Linux), common attack vectors, and defensive strategies.
Added 11 hours ago
Facilities Supervisor
Legrand
Mississauga, ON
Full-time
Implement effective systems of control for labor, overtime, capital, and operating expenditures spending. Manage capital asset maintenance.
Added 11 hours ago
Network Specialist
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Toronto, ON
Full-time
We are looking for a Network Specialist to design, implement, and maintain the network architecture underpinning CIX’s trading platform. This role focuses on low-latency networking,…
Added 13 hours ago
Principal Technical Consultant, Permitting Specialist
ERM
Saskatoon, SK · Smithers, BC · Vancouver, BC · Calgary, AB
$117,800 to $147,300 CAD / year
Full-time
ERM is seeking a Principal Technical Consultant, Permitting Specialist to join our Regulatory and Permitting Team in British Columbia, preferably Vancouver, BC. This is a unique opportunity…
Added 13 hours ago
Technical Support Controls Specialist
Trojan Technologies
London, ON
Full-time
Reporting to the Technical support Controls Team Manager , the Technical Support Controls Specialist is responsible for Programming and troubleshooting various automation platforms remotely…
Added 14 hours ago
Building Automation Specialist I or II
BGIS
Calgary, AB
Full-time
Diagnose and resolve issues related to sensors, actuators, controllers, and network communications
Added 15 hours ago
Quality Assurance Specialist
Sanofi
Toronto, ON
Full-time
The Quality Assurance Specialist provides quality oversight and guidance to the designated Autonomous Production team (APT) or area of responsibility, on all aspects of Shop floor /…
Added 16 hours ago
BIM Specialist, Tunnel Practice
AECOM
Markham, ON
$80,000 to $110,000 CAD / year
Full-time
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Added 16 hours ago
BIM Specialist, Tunnel Practice
AECOM
Mississauga, ON · Markham, Ontario
$80,000 to $110,000 CAD / year
Full-time
AECOM is seeking a BIM Specialist, Tunnel Practice to be based in our Mississauga office. The BIM Specialist will be responsible for tunnelling and underground infrastructure projects…
Added 16 hours ago
Principal Engineer, Tunnel Practice
AECOM
Burnaby, BC · Markham, Ontario
$140,000 to $180,000 CAD / year
Full-time
12+ years of progressive underground engineering experience, with substantial specialist experience in large rock caverns and pressurized water conveyance systems for hydropower,…
Added 16 hours ago
Terraform Developer – Azure, Terraform, Kubernetes & Cloud Infrastructure
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Full-time
We are seeking a skilled Cloud Infrastructure & Data Engineering Specialist to join our team. This role combines infrastructure automation with modern data platform expertise, requiring…
Added 16 hours ago
IT Operations & Systems Support Specialist (34762)
Myticas Consulting
Ottawa, ON
Contract
We’re looking for someone who is technically curious, comfortable working hands-on, and willing to learn specialized systems. You should enjoy troubleshooting problems that can range from a…
Added 16 hours ago
Terraform Developer
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Halifax, NS
Contract
We are seeking a skilled Cloud Infrastructure & Data Engineering Specialist to join our team. This role combines infrastructure automation with modern data platform expertise| requiring…
Added 16 hours ago
Facilities Supervisor
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Mississauga, ON
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Implement effective systems of control for labor, overtime, capital, and operating expenditures spending. Manage capital asset maintenance.
Added 16 hours ago
Operations Leader Substance Use Services Addictions Medicine
St. Joseph's Health Centre, Toronto
Toronto, ON
Temporary
Contribute to program evaluation by supporting data collection, reviewing outcomes, and providing input into quality improvement and performance reporting activities, as required by various…
Added 16 hours ago
Head of Customer Success
Ultimate Tech
Montreal, QC
Full-time
Ensure the day-to-day management of the team and evaluate the performance of its members (Application Specialist, Customer Service Specialist, Application Training Specialist).
Added 17 hours ago
Terraform Developer
J&M Group
Toronto, ON
Full-time
Position Overview: We are seeking a skilled Cloud Infrastructure & Data Engineering Specialist to join our team. This role combines infrastructure automation with modern data platform…
Added 18 hours ago
Paralegal
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Calgary, AB
Full-time
Organize and maintain centralized legal records, corporate calendars, and signature tracking systems.
Added 19 hours ago
Sr Fullstack Developer(MuleSoft)
York Digital Consulting Inc.
Toronto, ON · Greater Toronto Area, Canada
Contract
· Ecosystem Knowledge: Experience integrating enterprise applications, including CRM, ERP, asset management, training management, document management, and regulatory/compliance systems.

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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