The IT Support Specialist II provides advanced level 2 IT support while administering, developing, and continuously improving Modern Niagara’s ServiceNow platform. This role supports employees across desktops, laptops, mobile devices, Microsoft 365, telephony, collaboration tools, audio-visual technology, and business applications, while also delivering ServiceNow solutions that enable efficient IT service management. The role owns incidents and service requests through to resolution, supports Major Incident Management, and serves as an escalation point for Level 1 support and other IT teams. Success means reliable technical support, effective ITSM processes, well-managed ServiceNow solutions, and a consistent focus on improving the employee experience and reducing recurring issues. This role is central to maintaining reliable IT services across Modern Niagara’s national operations. By combining hands-on technical support with ServiceNow administration and development, the role helps ensure employees can work effectively, incidents are resolved efficiently, and IT services continue to evolve with the needs of the business. The role also contributes to operational maturity by improving ITSM processes, automating repeatable activities, strengthening documentation, and identifying opportunities to reduce recurring incidents and improve service delivery. Deliver responsive, high-quality Level 2 technical support across Modern Niagara’s national operations. Own incidents and service requests from intake through resolution, maintaining accurate records, proactive communication, and alignment with SLA and ITSM requirements. Administer, configure, develop, test, and continuously improve ServiceNow solutions that support Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset,



and related ITSM capabilities. Support Major Incident Management through timely technical coordination, escalation, stakeholder communication, and post-incident follow-up. Identify trends, recurring issues, and operational risks and recommend improvements that strengthen service reliability and reduce repeat incidents. Collaborate with infrastructure, cybersecurity, applications, telecommunications, vendors, and other delivery teams to resolve issues and improve IT services. Advanced IT Support Provide advanced Level 2 support for desktops, laptops, mobile devices, Microsoft 365, telephony, collaboration tools, audio-visual technology, and business applications. Diagnose and resolve complex hardware, software, network, access, and application issues through remote and hands-on support. Own incidents and service requests from intake through resolution, maintaining accurate records and proactive communication with users and stakeholders. Serve as an escalation point for Level 1 support and collaborate with infrastructure, cybersecurity, applications, telecommunications, and vendor partners. Provide national support and onsite assistance at regional offices and construction project sites when required. Perform root cause and trend analysis, complete post-resolution follow-up, and recommend actions that reduce repeat incidents. ServiceNow Administration & Development Administer, configure, develop, test,



deploy, and support ServiceNow solutions that enable effective IT service delivery. Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, Data Policies, Catalog Items, Record Producers, Flow Designer automations, Service Catalog workflows, notifications, and approval processes. Manage ServiceNow users, roles, groups, data corrections, configuration updates, requirements, testing, deployments, and production support. Package, promote, test, and deploy changes across environments using Update Sets and established change and release practices. Debug and resolve defects, support platform upgrades and regression testing, participate in code reviews, and follow established development standards. Configure and support Incident, Request, Change, Problem, Knowledge, Service Catalog, Asset, and related ITSM capabilities. Create operational dashboards, reports, queue views, SLA reporting, and performance metrics. Gather requirements, translate business needs into practical ServiceNow solutions, and identify opportunities for automation and process improvement. Develop and maintain knowledge articles, runbooks, templates, support documentation, and standard operating procedures. Coordinate resolution across delivery teams, infrastructure, cybersecurity, applications, telecommunications, and vendors. Participate in Major Incident bridges and support timely technical and business communications. Ensure incidents are accurately logged, updated, resolved, and closed according to quality and SLA requirements. Monitor queues and dashboards, identify aging work and operational risks, and report service trends and performance. Contribute to post-incident revie

📌 IT Remote Support Specialist (Canada)
🏢 Modern Niagara
📍 Canada