Bilingual L1.5 Shopfloor Support

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Mirabel; On-site; CAD 55,000 - 85,000; Full time

Job summary

Astra-North Infoteck Inc. is seeking an IT service management professional to monitor incidents, coordinate with cross-functional teams, and ensure SLA delivery in a manufacturing IT environment.

The role emphasizes ServiceNow-based incident, change, and problem processes, with daily client interactions and regular updates to stakeholders. Requirements include fluency in French, willingness to work rotating shifts from 7:00 to 19:00, and on-site availability in Mirabel, QC.

Qualifications

• Experience with ServiceNow incident, problem, change processes and SLA reporting.
• Ability to coordinate with cross-functional teams to resolve issues and maintain service quality.
• Strong communication skills and stakeholder reporting.

Responsibilities

• Day-to-day incident monitoring and resolution (ServiceNow preferred).
• Interact with IT & Business users on functional issues.
• Triaging issues and coordinating with cross-functional teams for timely resolution.
• Follow IT service management processes (Incident, Change, Capacity, Problem).
• Maintain agreed SLA levels and ensure quality of delivery.
• Adhere to shift rotation plan and operating model.
• Interact with SMEs on functional issues.
• Coordinate communications between suppliers, OEMs, and IT stakeholders.
• Track and report progress to stakeholders.
• Willing to work in shifts from 7am to 7pm; on-call after hours as needed.

Skills

ServiceNow

Incident Management

Change Management

SLA Monitoring

Stakeholder Management

Shift Work

French

Job description

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