IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT

Job summary

Responsible for day-to-day incident monitoring, triaging, and resolution within a manufacturing IT environment using ServiceNow. Coordinates communication between suppliers, SMEs, and business stakeholders to ensure SLA levels and quality of delivery are maintained.

Job details

IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT Experience 3–6 years Must Have Technical Skills Interaction with Team members for knowledge sharing, knowledge transition and issue resolution Stakeholder management, share regular updates and assist in preparing operational reports Triaging of issues and coordination with cross functional teams for timely resolution Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.) Maintaining agreed SLA levels and assuring Quality of delivery at all times Adhere to shift rotation plan and Operating model Interaction with SME’s on functional issues Coordinate communications between suppliers, and business stakeholders for their particular area Tracks and report progress to stakeholders Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes Shift timings: Monday to Friday: Morning 7:00 am–7:00 pm (8 hours job, ROTA will be available) On-Call support beyond Office hours (rarely needed) Extended Shift timings and Weekend working based on customer requirements Working with Manufacturing Customer will be an added advantage Fluent in French language Roles and Responsibilities Day to day incident monitoring and resolution (Service Now preferred) Interaction with client (IT & Business users) on functional issues Triaging of issues and coordination with cross functional teams for timely resolution Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.) Maintaining agreed SLA levels and assuring Quality of delivery at all times Adhere to shift rotation plan and Operating model Interaction with SME’s on functional issues Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area Tracks and report progress to stakeholders Willing to work in shifts (between 7am to 7pm), this is mandatory Flexible Excellent communication skills Continuous learning attitude Team worker Meticulous

What you’ll do

Responsible for day-to-day incident monitoring, triaging, and resolution within a manufacturing IT environment using ServiceNow. Coordinates communication between suppliers, SMEs, and business stakeholders to ensure SLA levels and quality of delivery are maintained.

Requirements

Requires 3-6 years of experience in IT-OT application support with proficiency in ServiceNow and service management processes. Fluency in French and a willingness to work in a rotating shift pattern are required.

Listed skills

• Incident Management · Preferred
• Change Management · Preferred
• Stakeholder Management · Preferred
• SLA Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• ServiceNow
• Incident Management
• Problem Management
• Change Management
• SLM
• Knowledge Management
• Stakeholder Management
• Triaging
• Manufacturing IT
• French Language
• Operational Reporting
• SLA Management

Job areas

• Technology
• Manufacturing
• Customer Service & Support
• Consulting
• Software

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