Location: Remote | Canada Type: Full time | permanent Team: Managed Services YOUR IMPACT You won't be stuck in maintenance mode. At Ateko, you'll work on strategic, high-impact projects to maximize value for our clients in the Technology industry. You will work on implementing ServiceNow with some of the world's biggest brands and your success will be measured by compliance with SLA/OLA/XLA, customer satisfaction rate (CSAT), and continuous improvement of processes and automation (OKR).
YOUR TEAM We hire top-tier talent and give them the space to shine. You'll collaborate with managed services, RUN teams, and technical leads under the leadership of senior director, managed services. No egos. Just smart people solving complex problems together in collaboration with sales teams, project management, and governance, with the mission of to ensure the operational management of IT services in ServiceNow and Cloud environments, guaranteeing service quality, operational performance, compliance with contractual commitments, and customer satisfaction.
WHAT TO EXPECT Your day to day will look like this:
- Manage ServiceNow and Cloud (Azure, AWS, GCP) operations including incidents, requests, changes, and problems.
- Monitor SLAs and KPIs, and produce performance reports for clients.
- Coordinate technical teams (internal and partners), ITIL processes, and management tools.
- Handle operational escalations and implement continuous improvement plans.
- Contribute to client governance, service optimization, and standardization of RUN processes.
THE EXPERIENCE WE ARE LOOKING FOR The following experience will help you succeed in this role. However, if you don't meet all these criteria, but have experience in ServiceNow implementation, we will be happy to consider your application, because we're looking for potential first.
- Excellent mastery of ServiceNow and Cloud environments (Azure, AWS, GCP) in an operational context.
- Strong knowledge of ITIL practices, CI/CD, as well as monitoring and automation tools.
- Strong customer service orientation, effective management of priorities and operational challenges.
- Strong bilingual communication skills (French/English) and a collaborative leadership approach in multi-site environments.
- Master's degree in computer science or equivalent, 5+ years of experience in managed services / IT operations; ITIL, ServiceNow or Cloud certifications appreciated.
OUR OFFER - Remote work: The choice is yours, work from home or from one of our offices.
- Vacation: Everyone at Ateko has at least 4 weeks of vacation and 5 personal days.
- Insurance: You're covered as of your first day of work and have 3 policies to choose from (Ateko pays half of the coverage fee).
- Telemedicine: Ateko covers your access to the Dialogue app, which offers virtual healthcare and mental health support.
- Group RRSP: If you contribute, Ateko will match up to 2% of your annual salary.
- Professional development: Your goals are part of our journey. From certification pathways to cutting-edge learning programs, we help you make sure you're always leveling up.
NEXT STEPS - Apply! We consider applications as they come in, and you will hear from us no matter what the decision.
- If we move ahead, a recruiter will invite you to a first interview over Teams.
- If there is a fit with the role we will invite you to meet the direct team (1 to 3 interviews depending on the role).
- We've reached the offer stage!
