Bilingual Senior Specialist, Incident & Problem Management (ITSM)

We're looking for a Bilingual Senior Specialist to join our Infrastructure and Operations Team. As a key member of the team, you will be responsible for the advanced configuration, operation, and continuous improvement of Incident Management and related ITSM processes, with a primary focus on ServiceNow tooling, workflow execution, data quality, and operational reliability.

Requirements

• Execute and support the full Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
• Act as Major Incident Commander for high impact incidents, facilitating incident bridges, coordinating technical teams and vendors, and ensuring timely service restoration.
• Maintain accurate incident timelines, communications, and documentation during and after incidents, ensuring data quality and audit readiness.
• Configure, maintain, and optimize Incident and Major Incident Management capabilities in ServiceNow, including workflows, templates, automation, dashboards, and reporting.
• Analyze incident trends, recurrence patterns, SLA performance, and operational risks, providing data driven insights and recommendations for problem management and continuous improvement.
• Act as an operational subject matter expert, providing hands on guidance to delivery teams, platform teams, and shared services on correct incident and ITSM process execution.

Benefits

• Annual Paid vacation
• Annual individual performance incentive
• Defined benefit pension plan
• Comprehensive group insurance plan to support your well-being from day one
• Support towards your personal and professional growth with training, mentorship and more
• An inclusive workplace culture and environment