Senior IT Support & ServiceNow Specialist

Modern Niagara; Vaughan; On-site; CAD 70,000 - 75,000; Full time

Benefits offered by this job

Defined Contribution Pension Plan

Health and Dental benefits

Annual Health Spending Account

Employee and Family Assistance Program

Vacation package

Parental Leave Top Up

Community Day

Corporate Discounts

Job summary

Modern Niagara is seeking an IT Support Specialist II to deliver advanced Level 2 support and administer our ServiceNow platform across national operations. You will own incidents and requests, coordinate with multiple teams, and continually improve ITSM processes to enhance employee experience.

Key responsibilities include developing ServiceNow solutions, supporting Major Incident Management, and ensuring reliable IT services while traveling to regional sites as needed.

Qualifications

• Postsecondary education in Information Technology, Computer Science, Information Systems, or related discipline, or equivalent education and experience.
• Minimum 5 years of IT support, service desk, IT operations, or ITSM experience.
• Hands-on experience administering, configuring, or developing ServiceNow solutions.
• ITIL Foundation certification and ability to operate in high-pressure support environments.
• Experience supporting Microsoft 365, Windows, identity and access, and enterprise applications.

Responsibilities

• Provide advanced Level 2 IT support across desktops, laptops, mobile devices, Microsoft 365, telephony, and collaboration tools.
• Own incidents and service requests from intake through resolution with proactive communication.
• Administer, develop, test, and improve ServiceNow solutions for ITSM processes.
• Support Major Incident Management with timely coordination and stakeholder updates.
• Collaborate with infrastructure, cybersecurity, and vendor partners to resolve issues.

Skills

ServiceNow administration

IT support

Incident management

Customer service

Microsoft 365

Education

Postsecondary IT/CS/IS education or equivalent

Tools

ServiceNow

Job description

Modern Niagara is seeking an IT Support Specialist II to deliver advanced Level 2 support and administer our ServiceNow platform across national operations. You will own incidents and requests, coordinate with multiple teams, and continually improve ITSM processes to enhance employee experience.

Key responsibilities include developing ServiceNow solutions, supporting Major Incident Management, and ensuring reliable IT services while traveling to regional sites as needed.