Job Description

When applicable, Bombardier promotes flexible and hybrid work policies.

Why join us?

At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together.

Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.

Bombardier’s Benefits Program

With our employees’ well-being top of mind, we offer a comprehensive and competitive Benefits Program, which includes the following:

• Insurance plans (Dental, medical, life insurance, disability, and more)
• Competitive base salary
• Retirement savings plan
• Employee Assistance Program
• Tele Health Program

What are your contributions to the team?

• 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.

How to thrive in this role?

• 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)

Now that you can see yourself in this role, apply and join the Bombardier Team!

Please note: You don’t need all the skills, knowledge, and experience listed to apply for this position. We’re not looking for the perfect candidate, we’re looking for great talent and passionate individuals.

Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.

Job Service Management Analyst, Digital Support

Primary Location Administrative Centre (CA)

Organization Aerospace Canada

Shift Day job

Employee Status Regular

Requisition 12347 Service Management Analyst, Digital Support