Engagement Manager (ServiceNow)

Location: Remote in Canada; work from home or from one of the company's offices.

Company

hirify.global delivers managed IT solutions and ongoing support across ServiceNow, Salesforce, AWS, Microsoft Azure, and Google platforms.

What you will do

• Drive daily operations for ServiceNow platforms and Azure, AWS, and GCP cloud environments.
• Coordinate incident, request, change, and problem management to ensure efficient service delivery.
• Track SLAs, OLAs, and performance indicators while producing client reports and dashboards.
• Manage operational escalations, critical incidents, root cause analyses, and continuous improvement initiatives.
• Prepare and lead operational reviews and follow-up committees with clients.
• Improve and standardize operations through documentation, automation, optimization, and process industrialization.

Requirements

• 2–4 years of experience in IT operations management, technical coordination, or managed services delivery.
• Bilingual French and English communication skills are required. English is needed to communicate with clients and partners outside Quebec.
• Strong knowledge of ServiceNow, including ITSM, CSM, and platform workflows.
• Understanding of Azure, AWS, and GCP cloud environments.
• Practical knowledge of ITIL incident, problem, change, and request management processes.
• Experience with IT operations, monitoring, performance tracking, dashboard production, and urgent situations.

Nice to have

• ITIL, ServiceNow, or cloud certifications.
• Interest in automation, DevOps practices, and continuous improvement.

Culture & Benefits

• Remote work from home or from one of the company's offices.
• At least four weeks of vacation and five personal days.
• Insurance coverage from the first day, with three coverage options.
• Telemedicine and mental health support through the Dialogue app.
• Group RRSP matching of up to 2% of annual salary.
• Professional development through recognized certification pathways.

Hiring process

• Applications are reviewed as they are received.
• Initial recruiter interview followed by one to three interviews with the direct team.
• Offers are conditional on background and credit checks; some roles also require professional reference checks.