ServiceNow ITSM Administrator (Sr. Systems Analyst)

ServiceNow ITSM Administrator (Sr. Systems Analyst)-0004W2

Posting Date :

Oct 31, 2024, 1 : 41 : 38 PM

Primary Location : Ontario-Ottawa

Ontario-Ottawa

Job Type : Permanent

Permanent

Schedule : Full-time

Full-time

Description

Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad.

EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world.

Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide.

You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success.

And you’ll know that you’re making an impact every day for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world. #LI-Hybrid

Team & Job Overview

The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences.

Digital & Technology Solutions has set out to achieve the following objectives for EDC :

• Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
• Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
• Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
• Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

EDC’s Workplace Solutions & ITSM provides high-quality, efficient IT services and support to ensure an excellent experience for EDC employees.

This includes incident resolution, service change requests, problem management, advanced technology support, and desktop support.

The team maintains modern, secure, and user-friendly end-user platforms, including computing, telephony, mobile solutions, and productivity tools.

We are seeking a ServiceNow Administrator with deep ITSM expertise to manage the ITSM module and collaborate with cross-functional teams.

This role involves product planning, sprint planning, backlog prioritization, and day-to-day ServiceNow activities. You will also work with stakeholders to gather, analyze, and refine requirements for ongoing enhancements.

Key Responsibilities

• Manage the daily operations of the ServiceNow ITSM module, continuously optimizing processes to enhance efficiency and user satisfaction.
• Be responsible for weekly unit testing of sprint items, coordinating User Acceptance sessions, demos, and signoffs.
• Act as an advisor to the Product Owner, defining strategic vision and roadmap to align with business goals and ITSM best practices.
• Assist in sprint planning and collaborate with developers, administrators, product owners, and vendors to implement new features and upgrades.
• Gather and document functional and technical requirements, facilitate workshops, and ensure seamless integration across the platform.
• Lead the design and implementation of customized workflows, business rules, UI policies, client scripts, and automation will be key, ensuring best practices for maintainability and performance.
• Enforce governance policies, leverage ITIL best practices for process improvements, and participate in regular platform health checks.
• Create and update documentation, provide user support and training, and act as the escalation point for complex issues

Screening Criteria

• Completed degree or diploma in Computer Science or relevant field
• Minimum 5 years of hands-on experience as a ServiceNow Administrator, focusing on the ITSM module.
• ServiceNow Certified System Administrator (CSA)
• Strong proficiency in ServiceNow development (workflows, client scripts, business rules, UI policies).
• Demonstrated experience managing ServiceNow platform enhancements, configurations, and customizations.
• Advanced experience participating in sprint planning, agile development, and backlog prioritization using tools such ADO or ServiceNow Agile Development.
• Proven ability to collect, analyze, and document business requirements, and work with technical teams to translate them into enhancements.
• Experience with ITSM integrations with CMDB, ITOM, or other modules (e.g., Asset Management, CSM, or Security Operations).
• Understanding of ITIL framework and ITSM best practices, including the ability to design, implement, and improve core ITSM processes.
• Ability to work autonomously, prioritize tasks, and manage multiple initiatives simultaneously.
• Excellent written and verbal communication skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders.
• Experience leading training sessions and user workshops to drive platform adoption.

Assets

• ITIL v3 or ITIL 4 Foundation certification.
• ServiceNow Certified Implementation Specialist (CIS - ITSM)
• Bilingual in both official languages (English and French).

Compensation Details :

Systems Analyst - Tech Ops 18 : Salaries typically range from $92,355 to $123,140 annually, based on qualifications and experiences, plus a performance-based incentive.

Location

• Export Development Canada is a hybrid work environment.
• This role may be performed from EDC’s headquarters in Ottawa, or from the Community Hub in Mississauga, Toronto, Montreal, Laval or Brossard.
• Relocation assistance is available for eligible candidates.

EDC's Commitment to Employment Equity

EDC is committed to employment equity and achieving a diverse workforce. EDC actively encourages applications from women, Aboriginal peoples, visible minorities, persons with disabilities and members of the 2SLGBTQI+ community.

If selected for an interview, please advise us if you need any special accommodation.

Application deadline : Nov 16, 2024, 4 : 59 : 00 AMIf selected for an interview, please advise us if you require special accommodation.

Candidates must meet the requisite government security screening requirements.