L1.5 ShopFloor Support (French - Bilingual)
Mirabel, QC Onsite
Employment Type: FULL-TIME FTE
Experience: 3 6 Years
Must Have Technical Skills:
3 6 years of experience in IT/OT, ShopFloor, Manufacturing IT, or Application Support.
Hands-on experience with ServiceNow and IT Service Management processes including Incident, Problem, Change, Service Level Management, and Knowledge Management.
Experience in incident monitoring, triage, troubleshooting, and coordination with cross-functional technical teams.
Strong stakeholder management and communication skills with IT, business users, SMEs, suppliers, OEMs, and other stakeholders.
Ability to track, monitor, and report incident/status progress while maintaining agreed SLA and service quality.
Experience working in an operational support environment with defined processes, SLAs, and escalation procedures.
Willingness to work in rotational shifts between 7:00 AM and 7:00 PM, Monday to Friday.
Flexibility to provide occasional on-call, extended-hour, or weekend support based on customer requirements.
Fluent in French is required.
Manufacturing, Aerospace, ShopFloor, or IT-OT environment experience is an advantage.
Roles and Responsibilities:
Provide day-to-day L1.5 ShopFloor/IT application support and incident monitoring.
Monitor, triage, troubleshoot, and resolve incidents within defined SLAs.
Interact with client IT and business users to understand and resolve functional issues.
Coordinate with SMEs and cross-functional teams for timely issue resolution.
Follow IT Service Management processes including Incident, Problem, Change, Capacity, Service Level, and Knowledge Management.
Coordinate communication between suppliers, OEMs, business stakeholders, and internal IT teams.
Track incidents, action items, and resolution progress and provide regular status updates.
Maintain operational reports and ensure quality of service delivery.
Participate in knowledge sharing, knowledge transition, and continuous learning activities.
Follow shift rotation and operational support procedures.
Provide on-call or extended support when required.
Preferred Candidate Profile:
Strong communication and stakeholder management skills.
Team-oriented with a proactive and continuous-learning mindset.
Detail-oriented and able to work effectively in a structured operational environment.
Manufacturing/Aerospace IT or ShopFloor support experience is highly preferred.
ShopFloor Support - (French - Bilingual) (L1.5) || Mirabel, QC – Onsite || Fulltime FTE • Mirabel, QC, Canada
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