Service Now Systems Administrator

  Toronto

Our client, a leader in the education industry, is looking for a ServiceNow Systems Administrator for an initial contract that will run to the end of August 2021.

Analyst – ServiceNow/Client-Server Applications

Summary of Duties:
ServiceNow specific
• Responsible for maintaining the IT Service Management (ITSM) / Enterprise Service Management (ESM) systems in both Production and the pre-Production environments;

• Responsible for design and execution to update, or implement new modules or expand existing functionality for the ITSM/ESM system;

• Research and recommend to the Supervisor, new application modules or functionality required to enhance the performance of the system;

• Work with process/module owners, managers and functional teams to maintain and enhance existing modules/functionality;

• Define requirements, workflows, participate in all build/configuration, testing, and implementation activities to meet specifications of a project or service request;

• Set-up and maintain listings of groups, locations, users, assignments, categorizations and other application data;

• Act at the highest level of escalation for technical problem resolution for any problems with the ITSM/ESM system;

• Identify, integrate and test IT Tools requirements to enhance ITSM/ESM system and ensure compatibility through testing, and identify, integrate and test IT Tools requirements to enhance integrated applications, and ensure compatibility through testing;

• Manage Discovery processes and related Service-Mapping settings/processes;

• Maintain health of CMDB;

• Maintain health of environment;

Client/Server and SaaS Applications
• Responsible for maintaining the Enterprise Support Software on both the Development Server and the Production Server as well as ensuring back up of session critical data;

• Test and evaluate upgrades or software patches on the pre-Production environment, and when stable, implement application changes as required on the Production environment to ensure optimization of the system;

• Research and recommend to the Supervisor, new application modules or functionality required to enhance the performance of the system;

• Work with application owners, managers and functional teams to maintain and enhance existing modules/functionality;

• Define requirements, participate in all build/configuration, testing, and implementation activities to meet specifications of a project or service request;

• Assist with new user accounts, reset passwords, maintain user accounts to ensure accuracy and consistency of data;

• Responsible for ensuring health of the system, performance, scheduling and monitoring of all required maintenance and software upgrades;

• Participate in the design/implementation of application changes to meet the on-going need of the enterprise support operations;

• Responsible for documenting and maintaining a detailed record describing every step performed of all changes or updates including modifications description, impact assessment, and procedures to restore back if problem discovered;

• Develop preventive, corrective predictive maintenance processes and performance monitoring, reporting and optimization methods and tools to increase performance;

• Research, resolve and respond to highly technical complex questions in accordance with current standards;

• Manage outstanding problem escalation and time-sensitive issues and determine appropriate action, and notify requester of application problem resolution closure;

• Execute the project activities as directed by the Supervisor;

Reporting to the Supervisor, Technology, the Analyst, Integration and Application – ServiceNow is responsible for administration, support and development of the mission critical IT Service Management / Enterprise Service Management platform (e.g, ServiceNow), in support of enterprise support function, as well as other Enterprise Client/Server and SaaS applications.

• Liaise with vendors, support and consultants on an on-going basis to acquire, maintain and expand knowledge of relevant products, product upgrades, support policies, new directions, and methods of support delivery, in order to provide technically accurate solutions;

• Responsible for communicating scheduled interruptions, or exceptions to the client base as well as issues affecting the operations of the system, outages, and disruptions;

• Under the direction of the Supervisor, manage outstanding problem escalation and time-sensitive issues, and communicate scheduled interruptions to the client base as well as issues affecting the operations of the system;

• Periodically may be assigned to other functional areas within Information Technology; and
• Other related duties as assigned.

Qualifications:
University Degree in Computer Science or related field with three years progressively responsible experience with application management within an Information Technology environment or an equivalent combination of education and experience;

ServiceNow-related
• Hands-on design, development and deployment experience with the ServiceNow platform (at least 2 years of experience);

• Experience with ServiceNow administration and support (in current or n-1 product versions);

• Familiarity with Now Platform;

• Familiarity with ServiceNow modules including ITSM, CSM, ChatBot, Virtual Agent, Discovery, Service Mapping, IntegrationHub, Mobile Application(s);

• Recognized as a source of knowledge on ServiceNow, both functional and technical operations;

• Certified in ServiceNow Foundations/ServiceNow System Administrator

• Strong working knowledge of the Enterprise Support Software programming in ServiceNow;

• Certification acquired such as ITIL Training/Certification or knowledge of IT Service Management and Administration;

• Knowledgeable in relevant ServiceNow development and support technologies (e.g. Scripting: JavaScript, XML, Web Services, HTML, CSS, Angular JS, Apache Jelly, JQuery/node.js/Bootstrap)

General
• Hands-on experience managing enterprise applications (cloud and client/server);

• Strong experience in requirements gathering;

• Knowledge and experience of the DevOps and Agile delivery is an asset
;
• Hands-on experience with relational database management systems such as Oracle;

• Strong understanding of inter-relationship of network systems and protocols (and related network/connectivity hardware and software components
;
• Working knowledge of Client/Server and SaaS software applications;

• Understanding of IT technology and common architectures;

• Understanding of IT support processes;

• Working and technical knowledge of client workstation technology products;

• Good oral, written, interpersonal and organizational skills;

• Strong analytical, reasoning and problem-solving skills;

• Ability to work alone and in groups;

• Proven ability to work under pressure and consistently meeting deadlines; and

• Project management and time management skills is an asset.
Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.
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