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Service Delivery Analyst

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Bombardier

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Location:
Canada , Dorval

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Interface with local business units/functions daily on site in Montreal. Act as escalation point for support or delivery issues, driving operational performance and stable operations. Ensure regional service delivery based on global BIS standards, identify issues and gaps, drive their resolution (KPI: service quality at site level, availability, and monitor real time issues in the ITSM tool). Have a solid understanding of the services that BIS supports and that our supplier is contracted to deliver. Develop and maintain a positive working relationship with our Suppliers, the Business and BIS Teams. Support IT Service Management processes to effectively maintain technology operations and delivery, and ultimate business outcomes. Have working knowledge of ServiceNow and reporting capabilities to track incidents, requests and defined KPIs and SLAs as per our supplier contracts.

Job Responsibility:

  • Interface with local business units/functions daily on site in Montreal
  • Act as escalation point for support or delivery issues
  • Ensure regional service delivery based on global BIS standards
  • Develop and maintain a positive working relationship with our Suppliers, the Business and BIS Teams
  • Support IT Service Management processes
  • Have working knowledge of ServiceNow and reporting capabilities

Requirements:

  • university degree or college diploma in a relevant field- Technology/Computer Science/Project management or relevant experience
  • 2 to 5 years of experience in IT Service Management, IT Technical Support, or customer-facing roles
  • strong communication skills in both English and French
  • IT generalist skills
  • strong interpersonal and communication skills
  • excellent customer service
  • organizational and time management skills
What we offer:
  • Insurance plans (Dental, medical, life insurance, disability)
  • Competitive base salary
  • Retirement savings plan
  • Employee Assistance Program
  • Tele Health Program

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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