Intermediate Analyst

Work arrangement

• The position requires in-person collaboration up to five days a week; the arrangement may change based on business requirements.

Role overview

Key responsibilities

• Administer and maintain the ServiceNow platform, core configuration, users, groups, roles, access, and licenses.
• Configure and maintain system properties, notifications, forms, lists, and other administrative settings.
• Monitor platform health, data quality, and configuration integrity; identify issues, risks, and improvement opportunities.
• Troubleshoot issues, determine root causes, and resolve or escalate them appropriately.
• Support upgrades, patches, releases, maintenance, testing, and validation of changes.
• Support configuration movement and validation across ServiceNow environments.
• Maintain technical documentation, operational procedures, and knowledge articles.
• Support incident, problem, and change activities; collaborate with developers and architects on specialized issues.
• Apply platform standards, technical guardrails, and ServiceNow best practices; contribute to technical debt reduction and continuous improvement.
• Identify opportunities to simplify, standardize, or automate recurring administrative work.

Experience and qualifications

• At least 2 years of experience in ServiceNow administration, platform support, or a related technical role.
• Hands-on enterprise ServiceNow administration experience, including configuration and platform maintenance.
• Understanding of users, groups, roles, access management, ServiceNow configuration and development practices, and IT service management processes.
• Experience troubleshooting technical issues, performing root-cause analysis, and supporting releases, upgrades, or maintenance.
• Ability to independently manage routine and moderately complex work and recognize when development, architectural, or vendor expertise is needed.
• Strong problem-solving, documentation, and communication skills.

Preferred qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience with an enterprise ServiceNow implementation, Automated Test Framework (ATF), upgrades, or release management.
• Familiarity with ServiceNow security and access controls, CMDB, or platform data-quality practices.
• Exposure to multiple ServiceNow products or capabilities.
• Basic JavaScript knowledge to understand and troubleshoot existing configuration and scripts.

Benefits

• WestJet offers a competitive total rewards package, travel privileges for employees and their families, and flexible savings and benefit programs.

About WestJet