Servicenow Administrator

WHO WE ARE

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

• *OUR VALUES**

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

As we continue to grow our Technology team, we are seeking an experienced ServiceNow Administrator to join our IT team. If you have a passion for everything to do with ServiceNow and enjoy providing improvements and recommendations on existing processes and tools, we want to hear from you.

Key duties of this role include:

• Ensuring the ServiceNow platform's reliability and efficiency through regular maintenance, guaranteeing its readiness for 24/7 emergency services operation

• Working closely with various departments to understand operational needs and translate them into effective ServiceNow solutions, fostering a collaborative environment for continuous improvement

• Providing immediate support to end-users by diagnosing and resolving issues swiftly, ensuring system functionality is maintained

• Collaborating with and supporting the process coordinators to design and implement automated process flows and user interfaces to streamline emergency response operations, increase efficiency and quick response time

• Keeping well-informed of the latest ServiceNow features and technologies, integrating innovative solutions to enhance service delivery and operational efficiency in collaboration with the Application Portfolio Manager

• Managing and updating mid servers regularly to ensure their optimal performance and connectivity to ensure crucial platform efficiency

• Proactively address discovery-related issues, ensuring the system's ability to accurately discover and map network assets to minimize disruptions and inaccuracies

• Managing system integrity, performance optimization, and routine maintenance to minimize operational disruptions, enhance operational efficiencies and ensure the effectiveness of emergency communication services

• *What you will bring**:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or a combination of education, training and experience

• Minimum of 3 years’ experience in ServiceNow administration for on-premise and/or on cloud, ideally within emergency response or critical systems management

• Certified ServiceNow Administration certification is highly desirable

• Experience in automating workflows and optimizing processes to enhance the efficiency of emergency response operations

• Proficiency with ITIL V3 or higher, either through working experience and/or ITIL Certification

• Demonstrated success in system optimization, troubleshooting, and working in high-availability environments

• Deep understanding of the ServiceNow platform, ITIL processes, and ITSM frameworks, essential for effective system administration and customization

• Expertise in configuration and setting up ServiceNow solutions, specifically focusing on the design, architecture aspects of deploying ServiceNow

• Indepth understanding of ITSM and CMDB tools

• Familiarity with web technologies (HTML, CSS, JavaScript)

• Proficiency in IT Asset Management Lifecycle processes

• Strong troubleshooting permission and network connectivity issues resolution skills

• Proven ability to prioritize and operate in an environment with times of high pressure with an ability to provide fast paced response

• Exceptional problem-solving and analytical capabilities

• Excellent communication skills, with the ability to articulate technical information effectively across various organizational levels

• Strong inter-personal skills, with a proven track record of building relationships and fostering teamwork.

• *This role requires the ability to provide after-hours support as needed to maintain service excellence (paid).**

• *What we offer**:

• Competitive salary and extended health/dental benefits

• Generous vacation plan

• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program

• Pension - we are members of the Municipal Pension Plan, a defined benefits fund

• *Security Requirements**: As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is five [5] years.

• *Vaccination Policy**:E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

• *JOB DETAILS**:

• Number of positions: Minimum of One (1)

• Job status: Regular Full-Time

• Hours of work: Monday to Friday, 40 hours per week

• Wage/Salary: PG26 ($95,825 - $113,276)

• Employee Group: CUPE

• Department: Technology Services

• Location: Burnaby/Hybrid