Location: North York, Ontario - Remote

Employment Type: Contract

Contract Duration: 6 months (Potential end date: December 30th, 2022 with the possibility of extension)

Job Title: ServiceNow Administrator

Job Summary

The ServiceNOW administrator provides comprehensive operational support of the North America ServiceNOW SaaS solution. This include design, development, and implementation of new ServiceNOW capabilities including, but not limited to, workflow administration, new capabilities set up, reporting, data import/exports, implementation and maintenance of integration with other systems. This position requires close collaboration with various IT service owners.

Duties and Responsibilities:

• Performing day to day administration of the ServiceNow platform, including making approved changes to process and workflows, troubleshooting incidents and fulfilling support requests, and ensuring the overall health of the ServiceNow platform.
• Responsible and accountable for development and execution of technical operations plans, including quarterly cloning and the application of hotfixes and new releases.
• Manages and drives resolution of support tickets with ServiceNOW through the NOW support portal.
• Provides project support for the implementation of new capabilities both through the activation of new functions within an existing product, the implementation of new products or internal enhancements.
• Responsible to Validate/Test the functionalities during / or after completion of development.
• Insures the use of Best Practices related to Configurations or Customizations.
• Work with CMDB Manager and Admin as well as Asset Manager to deliver expanded Discovery functionality
• Contributes to the North America ServiceNOW roadmap.

Qualifications:

Education:

• Bachelor's degree in Computer Science, Information Systems, or a related field with 3 to 5 years of experience as a ServiceNOW administrator or technical consultant deploying and/or supporting functions in the following products ITSM, WSD, ITOM, ITAM, or an equivalent combination of education and experience.

Work Experience:

• 3-5 years relevant working experience

Knowledge and Skills Required:

• Certified ServiceNOW system administrator (CSA).
• Experience with ServiceNOW forms, fields, views, lists.
• Strong reporting, dashboard generation, workflow and integrations experience required.
• Cloning & patching experience including the planning and execution of full release as well as application of hotfixes.
• Experience with opening and managing support incidents through the NOW Support Portal.
• Ability to be flexible, adaptable, and to learn new concepts quickly as needs arise.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field
• Additional Certification as an Application Developer (CAD) or Implementation Specialist (CIS) is highly desired.
• Experience with writing, testing and debugging ServiceNOW scripting including client scripting, UI Policies, business rules, and flow designer scripting.
• Experience working in an IT organization that operates using agile methodology (sprints, retrospectives, development and grooming of backlog etc.)
• Experience as a CMDB Administrator is also highly desirable.
• Experience working with external partners for both projects and managed services.