Description

Join our team

We are a process-driven service management team that equips organizations to be agile and innovative, and focus on process driven solutions to be productive, creative and create value for business stakeholders. Fostering the service management – first mindset to build solutions using service management best practices, for the workplace of tomorrow, and enabling business to drive optimization & workforce excellence. By doing these things, we create success faster and in circumstances otherwise not possible.

Here’s the impact you’ll make and what we’ll accomplish together

We are looking for a high-caliber, multidimensional ServiceNow Support Analyst/Administrator to help us maintain our ServiceNow practice area and support the current environments/ecosystem. The position is responsible for platform administration, working with ServiceNow strategy & architecture team to build creative solutions to problems and supporting the existing ServiceNow instances in place. To be successful, one should have prior experience as a Support Analyst and in implementing/deploying ServiceNow solutions. You will be working with other IT professionals, vendors, and process owners to support, maintain, and enhance our ServiceNow platform.

The ServiceNow Support Analyst will provide administration, maintenance, platform governance and technical support by using best practice web programming techniques to configure robust solutions for the client utilizing the ServiceNow platform.

Here’s how

Your key responsibilities will be platform administration, and environment management within the ServiceNow platform. This function will require you to liaise with various internal and external teams. Additionally, configuring and implementing the roadmap for the BI Architecture from legacy platforms into modern technologies including but not limited to:

• A contact working with Vendors integrating into the platform & an architectural input into Integrations with various ecosystem at TELUS & Customers
• Maintain and modify ServiceNow instances within the environment, forms, lists, business rules, UI components
• Develop and maintain process and scheduling for platform maintenance, updates, upgrades and patches
• Collaborate with team members to look for ways to continuously improve our enterprise platform related processes (i.e. Cloning, Upgrade, Update set management etc.)
• Participate in the Technical Solution aspect of ServiceNow implementations specific to: design, solution architecture, functional implementation and evaluation of business needs
• Working with ServiceNow to accelerate delivery of solutions to TELUS current and future needs with resolving bugs, closing product gaps, implementing features related to Service Management, Automation, evolving business needs, and accelerate discovery of TELUS products
• Responsible for continuous service improvement in both business capabilities as well as internal systems capabilities
• Define current and future state of processes for environment change management and roll back capabilities as well as other mitigation strategies
• Foster environment of ideation and innovation to cultivate new solution concepts for both new Business as well as Technical capabilities
• Coordinate technical dependencies with other teams
• Ability to multitask, manage time, and ability to handle urgent interruptions with poise and professionalism

Qualifications

You’re the missing piece of the puzzle

• 5+ years of experience as a key technical resource for large scale ServiceNow solutions
• 5 years working in software development in an enterprise environment
• 2+ years in ETL experience database/data flow design and builds
• Experience deploying, administrating or architecting an MSP ServiceNow Instance Experience and understanding performance and capacity requirements
• Experience with ITSM, CSM, SecOps and ITOM modules
• Experience in UI Builder is a web user interface builder using ServiceNow
• ServiceNow Implementation, Upgrade and maintenance experience (preferably ServiceNow Certified Implementation Specialist) is a must
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working in a SaaS environment
• Understanding of REST, WSDL, JSON and ability to integrate with other third-party applications like SPLUNK, APPDynamics etc
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc
• Proficient in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow
• Worked with transform maps, data sources and different transform scripts for data loads and management
• Working with scheduled jobs, events and triggers to manage business needs and handle background work
• Coordinates installation of ServiceNow upgrades and/or service packs; develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction
• Degree in Computer Science, Engineering, Information Systems or Applied Mathematics
• Certification, ServiceNow Certified Application Developer Certification, ServiceNow Certified System Administrator Certification
• Certified ITIL V3 practitioner

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