Senior IT Operations Management

Looking for a hybrid role? We have the job for you! Our employees in hybrid roles can alternate between work from home & onsite in the office with the details to be determined, based on business needs.)

The team :

Scotiabank’s Global Technology Enterprise Platforms (GTEP) - Operations and Engineering - Tools & Monitoring - Global Event Management System (GEMS) team is responsible for monitoring the availability and health of IT hardware, software, and network resources.

GEMS automates the analysis of events, generates alerts, helps determine root cause and assigns Alerts & Incidents to the correct resource groups to restore affected services.

The role :

With a strong proficiency in scripting languages and expertise in ServiceNow ITOM applications, your primary responsibility will be to design, implement and maintain end-to-end ServiceNow ITOM processes with a focus on the Event Management & Notify applications.

You will provide oversight over project intake and designs / proposals put forward. You will push for opportunities to develop application strategies and validate solutions that comply with the out-of-box application feature roadmap.

In this role, as required, you can expect to provide extended support (after hours - 24x7) for engagement(s) in real-time troubleshooting & resolution of Priority 1 / Major Incidents.

Is this role right for you?

• You are adept at developing and maintaining scripts, business rules, and User Interface (UI) policies within the ServiceNow platform to achieve optimal functionality and performance.
• You embrace the opportunity to configure and develop solutions on the ServiceNow Platform Workflows, Script Includes, Business Rules, etc.

and to conduct thorough User Acceptance Testing (UAT) and / or System Integration Testing (SIT) testing (when applicable, producing test plans for Quality Assurance Testing QAT ), debugging, and troubleshooting to ensure the reliability and integrity of implemented solutions.

• You are prepared to identify and troubleshoot technical issues including delivery failures, configuration problems, and performance bottlenecks and to implement effective solutions to address and resolve these issues promptly.
• You are keen to collaborate with stakeholders to gather feedback and continuously refine and improve existing ITOM processes.
• You thrive on providing technical expertise and guidance to junior developers, fostering knowledge sharing and skill development within the team.
• You are eager to stay abreast of industry best practices and emerging trends in ServiceNow ITOM, incorporating relevant innovations into our systems.
• You are prepared to create and maintain up to date technical documentation.

Do you have the skills that will enable you to succeed in this role?

• You possess excellent communication (verbal / written / presentation) skills.
• You can demonstrate excellent collaboration skills to work effectively with cross-functional teams and stakeholders.
• You have at least 5+ years of hands-on technical working experience in designing / planning / implementing / integrating ITOM solutions within the ServiceNow platform for a large-size enterprise organization that spans multiple divisions and departments.
• You have at least 5+ years of hands-on technical working experience with ServiceNow application development & advanced scripting skills JavaScript, HTML & Glide methodology) in support of extending ServiceNow ITOM application functionalities.
• You have at least 5+ years of hands-on technical working experience in designing / planning / implementing / integrating REST and SOAP APIs between the ServiceNow Platform and external systems / sources.
• You have at least 2+ years of hands-on technical working experience with the configuration of the ServiceNow Event Management module.
• You also have at least 2+ years of hands-on technical working experience in the configuration and maintenance of at least 1 of the following modules : Notify and / or Discovery and / or Service Mapping and / or Service Graph Connectors and / or Tag Governance and / or Metric Intelligence and / or Predictive AIOps and / or Service Operations Workspace.
• You also have at least 2+ years of hands-on technical working experience in configuring and developing solutions on the ServiceNow Platform Workflows, Script Includes, Business Rules, etc.)
• You have completed a post-secondary education in Computer Science, Engineering, or in related Technology stream.
• You have completed the ServiceNow Certified Application Developer (CAD).

What's in it for you?

• We are technology partners who help the business transform how our employees around the world work.
• You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success! We also foster an environment of innovation and continuous learning.
• We care about our people, allowing them to design how they work to deliver amazing results.
• We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation;

health / medical / wellness benefits; employee banking privileges.

As a part of our Hybrid Work Model, when required to be onsite, our primary office in Scarborough is :

Renovated with a design focus on enabling collaboration through both environment and technology.

• Furnished with an onsite cafeteria that serves hot foods (breakfast & lunch), salads, sandwiches, snacks & hot / cold drinks.
• Our lounges have TV’s, fridges, microwaves, complimentary hot beverage stations & water dispensers.
• Minutes from the 401 & DVP. Free onsite & offsite employee parking. Charging stations for electric vehicles onsite.
• Accessible by TTC bus from Eglinton subway station on Line 1 or from Warden subway station on Line 2 or from Kennedy station on Lines 2 / 3.

When it begins to operate, the Eglinton Crosstown Light Rail Transit’s Birchmount stop is steps away.

Kennedy GO Station on the Stouffville line & Scarborough GO Station on the Lakeshore East line, with connecting TTC buses, can get you to this worksite.

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