Administrator

Requisition ID: 261367 

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

We are the Service Management Technology (SMT) team under Global Technology Enterprise Platform (GTEP). We utilise the ServiceNow tool to provide the enterprise ticketing system supporting the bank’s tracking of incident/problem/change management; service requests; asset management & configuration management. We also have custom applications for teams where the standard IT Service Management (ITSM) modules may not make the perfect fit.

Reporting to the Senior Manager, Service Management Platform Administration, you are responsible for delivery, maintenance and support of the enterprise ServiceNow application in a fast-paced environment. Primary focus (80%) is the day to day operations, new project initiative involvement and stability of the existing deployed modules.
Secondary focus (up to 20%) will be to troubleshoot complex issues and provide fixes / solutions for deployment.

As part of your directive to ensure system availability, you will be reachable, 24x7, by rotational pager.

Our primary work location for this position will be in the downtown Toronto core, with infrequent travel to Scarborough IT campus. Currently you will be expected to be in office at least 2 days per week.

Is this role right for you? In this role, you will:
• You have a passion for everything to do with ServiceNow and can help drive and implement into a global enterprise.
• You enjoy providing support in a fast-paced environment.
• The eagerness to learn and to challenge yourself is a part of your DNA.
• You enjoy providing improvements, recommendations and solutions on existing processes and tools.
• You get a deep satisfaction in applying your troubleshooting and root cause analysis to address bugs or finding workarounds or other methods to solve problems.
• You can work under pressure and with multiple tasks to meet tight deadlines.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
• You possess strong communication skills (verbal/written/presentation) skills in order to work with technical peers or business stakeholders.
• You have at least 5+ years of hands-on technical working experience as a ServiceNow Administrator in a medium or large enterprise organization.
• You have at least 3+ years of hands on experience troubleshooting issues and developing the solution within the ServiceNow platform.
• You have at least 2+ years of hands-on working experience as a member of a medium or large sized help desk.
• You can demonstrate an in-depth knowledge of most of the following ServiceNow modules: Incident, Problem, Change, IT Operations Management (ITOM), Service Request, Hardware Asset Management; Configuration Management Database (CMDB); Software Asset Management (SAM) and Knowledge Management. • You possess good time management skills in order to succeed with shifting priorities over  multiple assignments on projects/programs. • Completion or in the process of completing the ITIL Foundation v.3 or v.4 certification. • Completion of a post secondary education in Computer Science or Engineering or in a related field is desired. • Completion of the ServiceNow System Administrator certification is required. • Knowledge & understanding of Java scripting is required. • Bilingual in English/Spanish is a plus