Operational Support Specialist, NA
HybridMontréal, Quebec, Canada
Job Summary
Develop and coordinate user workflows on the ESM (Enterprise Service Management) platform while supporting day-to-day CMMS tool operations. Administer user accounts, permissions, and access controls; monitor system performance; and troubleshoot issues as they arise. Participate in developing training for users, including video tutorials and step-by-step guides, and document current workflows to propose improvements. Collaborate with cross-functional teams to streamline processes and respond to user inquiries via email, phone, or in-person. Gather feedback to identify areas for CMMS process enhancements and analyze data to track key metrics. This role requires a hybrid schedule with three days on-site in Montreal, QC and two flexible days.
Required Qualifications
- Bachelor's degree or equivalent experience in Data Center Engineering Operations
- 3+ years of experience in CMMS management and support or a similar role
- Ability to work independently and manage multiple priorities
- Strong attention to detail and organizational skills
- Willingness to learn and adapt to new technologies and processes
- 3 days on site required, 2 days flexible
- Occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear
- Occasionally lift and/or move up to 25 pounds
Desired Qualifications
- French and English language skills
- Certification in ServiceNow administration or a related area
- Experience in the critical facilities or operations industry
- Knowledge of ITIL or similar frameworks
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