Engagement Manager (ServiceNow)

Location: Remote, Canada

Employment: Full-time, permanent

Company

Ateko, backed by Bell Canada, delivers IT solutions and managed services across ServiceNow, Salesforce, AWS, Microsoft Azure, and Google platforms.

What you will do

• Drive daily operations of ServiceNow platforms and cloud environments including Azure, AWS, and GCP.
• Coordinate incident, request, change, and problem management while ensuring rapid resolution and consistent service delivery.
• Track SLAs, OLAs, and service indicators; produce client reports and dashboards.
• Coordinate technical teams and operational processes in line with ITIL best practices.
• Manage operational escalations, act as a contact during critical incidents, conduct root cause analyses, and lead continuous improvement initiatives.
• Prepare and lead operational reviews and client follow-up committees; improve and standardize processes through documentation, optimization, and industrialization.

Requirements

• 2–4 years of experience in IT operations management, technical coordination, or managed services delivery, combined with training in computer science, information systems, or a related field.
• Bilingual French and English communication skills, with excellent interpersonal and communication abilities, a customer-centric approach, good prioritization, and the ability to manage urgent situations.
• Strong knowledge of ServiceNow, including ITSM, CSM, and platform workflows.
• Understanding of cloud environments including Azure, AWS, and GCP.
• Practical knowledge of ITIL processes covering incidents, problems, changes, and requests.
• Interest in automation, DevOps practices, and continuous improvement.
• Proficiency with IT operations, monitoring, performance-tracking tools, and dashboard production.
• Collaborative mindset and ability to work with multidisciplinary and distributed teams.
• English is required to communicate with clients and partners located outside Quebec.

Nice to have

• ITIL, ServiceNow, or cloud certifications.

Culture & Benefits

• Remote work from home or from one of the offices.
• At least four weeks of vacation and five personal days.
• Insurance coverage from the first day of work, with three plans available; Ateko pays half of the coverage fee.
• Access to virtual healthcare and mental health support through the Dialogue app.
• Group RRSP matching of up to 2% of annual salary.
• Professional development through recognized certification pathways and a culture based on diversity and collaboration.

Hiring process

• Applications are reviewed as they arrive.
• Recruiter interview over Teams, followed by one to three interviews with the direct team.
• Offers are conditional on successful background and credit checks; some roles also require professional reference checks.