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CA$100,375.00 / yr - CA$125,469.00 / yr

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Recruitment, Rewards & Recognition, Human Resources at City of Burlington

Application Analyst – ServiceNow (Up to 12 Month Contract / Job Rotation)

Working for the City of Burlington

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors, and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include : flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Job Requisition Number : JR0000000554

Employee Group : Non-Union

Employment Status : Contract / Job Rotation

Hours of Work : 35 hours per week

Contract : 12 Months

Department : Burlington Digital Services

Location

This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall. Work location is subject to change at the discretion of the City due to operational demands. Effective January 2026 this role will be in person a minimum of 10 days per month.

Position Overview

Reporting to the Supervisor, Technical Services, the Application Analyst will work with application users, project teams, business analysts, and other BDS staff to implement and support corporate and departmental business applications with emphasis on ServiceNow implementations, integrations and the related applications.

Responsibilities

• Platform Configuration & Customization : Configure and customize ServiceNow modules based on business needs, including UI policies, business rules, client scripts, workflows, and forms.
• Workflow Design : Design, implement, and manage workflows to support streamlined business processes.
• Incident, Problem & Change Management : Support ITSM processes by configuring applications and workflows aligned with City of Burlington standards.
• User & Role Management : Manage user accounts, roles, and permissions to ensure secure and appropriate access.
• System Maintenance & Upgrades : Perform regular platform maintenance, apply patches, and plan for upgrades to newer ServiceNow releases.
• Integration Management : Configure and maintain integrations with third-party systems (e.g., Azure, Intune, Workday) using REST / SOAP APIs.
• CMDB & Data Management : Maintain CMDB integrity, design processes and integrations, and manage data imports, exports, and transformations.
• Security & Compliance : Implement security controls to protect data and ensure compliance with policies and regulations.
• Monitoring & Troubleshooting : Monitor platform performance, troubleshoot system issues, and resolve bugs or errors to ensure platform reliability.
• Reporting & Analytics : Create and manage dashboards and reports to provide visibility into platform usage and performance.
• Documentation : Prepare and maintain technical documentation, including configuration records, user guides, release notes, and troubleshooting instructions.
• User Support & Training : Provide user education, walkthroughs, demos, and support user story creation and refinement as part of agile delivery.
• Additional Application Support : May support other business applications as required, based on departmental priorities and capacity.

Requirements

How to Apply

External Applicants : please visit www.burlington.ca / careers. Please note that applications are only accepted online. If you require assistance, please contact Human Resources at 905-335-7602.

Internal Applicants : current employees must apply for positions through the Jobs Hub application on your City Workday account.

Accommodations

In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at : hr@burlington.ca if you require accommodation to ensure your equal participation in the recruitment and selection process.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology, Project Management, and Customer Service

Industries

Government Administration

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