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About the Role

The Analyst, Platform Management – ServiceNow provides first-level platform support, administration, and user assistance for ServiceNow. This role supports incident intake, troubleshooting, account and access requests, documentation, reporting, and escalation of complex issues to maintain productivity across Hotel, Corporate IT, and Operations teams. It also supports foundational ServiceNow Customer Service Management (CSM) capabilities and Now Assist Platform entitlement activities.

Responsibilities

Respond to ServiceNow support requests through incident queues, help desk channels, and stakeholder inquiries.
Troubleshoot user, access, workflow, reporting, knowledge, and platform usability issues.
Document actions taken and escalate complex issues to senior platform, infrastructure, security, vendor, or managed services teams.
Install, configure, maintain, and update ServiceNow platform components and user-facing experiences.
Support routine administration, testing, documentation, and basic automation activities.
Coordinate with higher-level platform resources or managed services teams for complex changes.
Escalate unresolved or complex platform, workflow, integration, security, access, CSM, or Now Assist entitlement issues to appropriate teams or providers.
Support ServiceNow account, group, role, and access requests in accordance with established security and access management processes.
Escalate exceptions or elevated access concerns as needed.
Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps.
Support foundational configuration, adoption, and operational tracking for ServiceNow Customer Service Management and Now Assist Platform capabilities.
Involve in after-hours support on an occasional basis due to global 24x7 operations.

Requirements

A minimum of 0–2 years of relevant ServiceNow ITSM administration experience.
Exposure to CSM, and Now Assist capabilities is considered an asset.
Bachelor’s degree, college diploma, or equivalent experience in Information Technology, Computer Science, Business Technology, or a related field.
ServiceNow Certified System Administrator (CSA).
ServiceNow Customer Service Management (CSM) Fundamentals, CSM Professional learning path, and Now Assist Platform learning are considered assets.
Proficient navigation, list/form configuration, and UI Policies.
Configuring simple workflows, Flow Designer, and email notifications.
Ability to use Import Sets and Transform Maps to bring external data into the platform.
Understanding of Update Sets to safely migrate customizations from Dev to Test and Production instances.
Basic grasp of field and row-level security mechanisms.
Foundational JavaScript knowledge to interpret Client Scripts, Business Rules, and UI Actions would be considered an asset.
Familiarity with the Employee Center or standard Service Portal components would be considered an asset.
Basic understanding of Web Services (REST/SOAP) and MID Server concepts would be considered an asset.
Familiarity with the Automated Test Framework (ATF) to streamline upgrades and application releases would be considered an asset.
Exposure to Integration Hub, Virtual Agent, or Now Assist (AI) features would be considered an asset.
Understanding of the Configuration Management Database (CMDB), tables, columns, and relational database basics would be considered an asset.
Strong communication and customer support skills with the ability to provide timely, clear, and service-oriented assistance to end users and internal stakeholders.
Service oriented with a focus on troubleshooting, problem solving, documentation, and appropriate escalation.
Highly motivated and organized with attention to detail.
Ability to work under pressure.
Flexible and dependable.
Team player.
Ability to process, route, and triage tickets while managing Service Level Agreements (SLAs).
Skill in gathering requirements from users and mapping business needs into clear Service Catalog items and forms.
Competence in drafting release notes, test scripts, and standard operating procedures (SOPs) for platform changes.
Understanding of least-privilege security by mapping roles to groups and managing user profiles.
Ability to build and schedule regular performance metrics and business dashboards.

Skills

ServiceNow ITSM administration
ServiceNow CSM
Now Assist Platform
Platform Fundamentals
Automation Basics
Data Migration
Environment Management
Access Controls (ACLs)
JavaScript
Self-Service Portals
Web Services (REST/SOAP)
MID Server
Automated Test Framework (ATF)
Integration Hub
Virtual Agent
Now Assist (AI)
Data Structure
CMDB
Communication
Customer Support
Troubleshooting
Problem Solving
Documentation
Escalation
Incident & Request Management
Process Translation
Reporting & Dashboards

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

0-2 years

Education Level

Bachelor’s degree, college diploma, or equivalent experience in Information Technology, Computer Science, Business Technology, or a related field.

Salary/Compensations

$70,000 – $80,000 CAD

About the Company

Four Seasons is a global, luxury hotel management company managing over 130 hotels and resorts and 50 private residences in 47 countries.
The company is committed to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging.
Four Seasons is powered by people and its culture enables everything they do.

Equal Opportunity

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.