IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Mirabel; On-site; CAD 70,000 - 90,000; Full time

Job summary

Astra-North Infoteck Inc. in Mirabel, QC is seeking an IT-OT Application Support Specialist to manage ServiceNow incidents and IT-OT workflows in a manufacturing setting. You will monitor incidents, coordinate with IT and business users, and ensure timely resolutions aligned with SLA requirements.

You’ll join a team that handles incident, change, and knowledge management while rotating shifts and occasionally on-call support. French fluency is required to interact with local teams and suppliers.

Qualifications

• Experience in IT-OT environments with ServiceNow Incident, Problem, and Change management.
• Strong triaging and issue resolution skills across cross-functional teams.
• Excellent stakeholder communication and reporting.
• Ability to work in rotating shifts and on-call as needed.
• Fluency in French required.

Responsibilities

• Monitor and resolve day-to-day incidents in ServiceNow.
• Engage with IT and business users on functional issues.
• Coordinate with cross-functional teams for timely resolutions.
• Follow service management processes (Incident, Change, Capacity, Problem).
• Maintain SLA levels and report progress to stakeholders.
• Communicate with suppliers and OEMs as needed.
• Support extended shifts and weekend work as required.
• Collaborate with manufacturing customers.

Skills

ServiceNow

Incident Management

Change Management

SLA Management

Stakeholder Communication

Shift Work

French Fluent

Manufacturing IT

Tools

ServiceNow

Job description

IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT

IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT

Experience
3–6 years

Must Have Technical Skills

• 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
  

• Flexible
  

• Excellent communication skills
  

• Continuous learning attitude
  

• Team worker
  

• Meticulous