Service Management Analyst, Digital Support
Bombardier View all jobs
- Dorval, QC
- Permanent
- Full-time
- 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.
- You have a bachelor's degree in computer science or related field
- You have 3+ years' experience navigating operational procedures within a structured Service Management environment
- You have proven experience working within Level 1 through 3 customer support models
- You have strong familiarity with ITIL frameworks, ISO standards, and ServiceNow
- You have advanced problem-solving and analytical capabilities to diagnose complex technical issues
- You have excellent English interpersonal skills, with the ability to communicate technical concepts clearly to diverse global teams and customers
- You have project management and change management skills
- Practical knowledge of Salesforce Case Management and JIRA (highly preferred)
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