service now systems administrator, Toronto

posted
contact
randstad canada
job type
temporary
apply now

job details

posted
location
toronto, ontario
sector
technologies
job type
temporary
reference number
2231487PROEN
contact
randstad canada
apply now

job description

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.