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Service Now Administrator & Developer

Sheridan College
Oakville, CAN
Full-time
Onsite
Discovered 2 weeks ago
ServiceNowIT service management (ITSM)Asset management platformsPlatform configuration and developmentREST APISystem integrations

Full Job Posting

Role overview

Develop and administer Sheridan's IT service management (ITSM) and asset management platforms.

Own platform design, development, configuration, integrations, testing, support, maintenance, and continual improvement.

Platform and project work

  • Maintain the ITSM roadmap in alignment with Sheridan's Service Management strategy.
  • Gather business and process requirements and build workflows, user interfaces, scripts, and business rules.
  • Manage concurrent enhancements and complex projects ranging from operational to institution-wide requests.
  • Monitor, administer, support, and maintain the platform, including user licenses, roles, and permissions.
  • Develop and maintain APIs and system integrations; coordinate testing and controlled platform changes.
  • Plan and implement patches, maintenance, upgrades, and continual improvements.
  • Create reports and dashboards, generate KPIs and metrics, and report on project progress.

Consultation and collaboration

  • Provide technical guidance and platform consultation to Sheridan departments and technical teams.
  • Present information, develop training plans, train users, and document technical and functional processes.
  • Engage key partners, provide technical expertise, and consider customer experience in platform configuration and integrations.
  • Participate in portfolio strategic planning and collaborate with governance groups on projects and initiatives.

Qualifications

  • Minimum 3-year diploma in Information Technology or a related field.
  • At least 5 years configuring, deploying, and developing customer solutions on IT Service Management platforms.
  • At least 2 years administering a Service Management or CRM Management system.
  • ServiceNow Certified Systems Administrator (CSA) certification and ITIL Foundation certification.
  • Experience with system integrations and REST API.
  • Experience writing reports using SQL Reporting (SSRS), Crystal Reports, or other reporting tools.

Ways of working

  • Collaborative interpersonal and communication skills; able to build positive working relationships.
  • Self-directed approach, adaptability, creative problem-solving, and ability to prioritize multiple projects and meet demanding workloads.
  • Research and analysis skills for measuring, interpreting, and presenting information.

Hiring note

Preference is given to qualified employees under the Full-Time Support Staff Collective Agreement; external candidates may be considered if no suitable internal candidate is found.

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