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Service Management Analyst, Digital Support

bombardier.com Logo

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:

At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together. Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.

Job Responsibility:

  • Serve as the first point of contact for all digital service requests via phone, email, and Salesforce Case Management
  • Troubleshoot and resolve technical issues efficiently to ensure prompt service restoration and minimal downtime
  • Log, track, and thoroughly document all user interactions and resolutions within Salesforce to maintain data integrity
  • Evaluate and route complex issues exceeding Level 1 or 2 capabilities to the appropriate specialized technical teams
  • Execute core administrative tasks, including password resets and user provisioning, within the Access Request Management System (ARMS)
  • Maintain transparent, consistent updates for customers regarding the status and progress of their support requests
  • Identify recurring trends and perform root cause analysis to implement long-term fixes and prevent future incidents
  • Deliver high-quality customer service, ensuring user satisfaction through professional and empathetic problem-solving
  • Contribute to knowledge-sharing sessions and actively update the Knowledge Base with new solutions, procedures, and technical documentation

Requirements:

  • Bachelor’s degree in computer science or related field
  • 3+ years’ experience navigating operational procedures within a structured Service Management environment
  • Proven experience working within Level 1 through 3 customer support models
  • Strong familiarity with ITIL frameworks, ISO standards, and ServiceNow
  • Advanced problem-solving and analytical capabilities to diagnose complex technical issues
  • Excellent English interpersonal skills, with the ability to communicate technical concepts clearly to diverse global teams and customers
  • Project management and change management skills
  • Practical knowledge of Salesforce Case Management and JIRA (highly preferred)
What we offer:
  • Insurance plans (Dental, medical, life insurance, disability, and more)
  • Competitive base salary
  • Retirement savings plan
  • Employee Assistance Program
  • Tele Health Program

Additional Information:

Job Posted:
April 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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