Location: Remote | CanadaType: Full time | permanent |
24/7 support according to a predefined schedule Team: ServiceNow YOUR IMPACT You won't be stuck in maintenance mode. You will work on high-impact strategic projects to maximize value for our clients. You will provide support, maintenance, and ongoing enhancements for the ServiceNow platform for some of the world's largest brands, and your success will be measured by your ability to operate in a dynamic environment where priorities can shift quickly.
YOUR TEAM We hire top-tier talent and give them the space to shine. You will work closely with development, architecture, business analysis, QA, change management, and delivery teams, as well as business stakeholders and clients, to ensure the platform's support, evolution, and overall quality. No egos, just smart people solving complex problems together.
WHAT TO EXPECT This role will require residing in Canada and being available and willing to work 24/7 support shifts according to a predefined schedule (2 weeks out of every 5). Your day to day will look like this: Administration & ServiceNow Support
- Take ownership of ServiceNow incidents while meeting established SLAs.
- Provide functional and technical 24/7 support according to the scheduled rotation.
- Perform analysis, troubleshooting, and follow-up on issues reported by users.
Development & Enhancements
- Work on user stories for new developments or platform improvements.
- Participate in the design and implementation of new features.
- Contribute to development activities required by business team requests or system evolution.
Change Management
- Execute the deployment of change requests submitted by various stakeholders.
- Ensure the quality, compliance, and documentation of each change performed.
Coordination
- Work closely with the Engagement Manager, who assigns tasks to system administrators.
- Communicate effectively with internal teams and end users.
THE EXPERIENCE WE ARE LOOKING FOR The following experience will help you succeed in this role.
- Minimum of 2 years of experience in ServiceNow system administration.
- Strong knowledge of:
- ServiceNow module administration (Incident, Change, CMDB, etc.)
- ACL management, UI Policies, Business Rules, Catalog Items, etc.
- ServiceNow development (client- and server-side JavaScript, Flow Designer, etc.)
- Ability to diagnose and resolve complex issues.
- Understanding of ITSM best practices and ITIL processes (an asset).
- Ability to operate in a critical, continuous support environment.
- Excellent communication skills in French and English. English is required to communicate with clients and partners located outside Québec.
- Strong rigor, autonomy, and sense of responsibility, especially in a 24/7 context.
- Ability to work under pressure and manage multiple priorities.
- Willingness and availability to work 24/7 support shifts (2 weeks out of every 5).
- Must reside in Canada.
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!
