Bilingual Shopfloor Support Specialist (ServiceNow)

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

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.