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About the Role

The IT Service Management Lead/Analyst will administer, manage, and support Amica’s ServiceNow platform, leading ITSM operational governance. This role requires a detail-oriented individual with a focus on processes, continuous service improvement, and customer satisfaction.

Responsibilities

• Administer, manage, and support Amica’s ServiceNow platform.
• Lead ITSM operational governance.
• Serve as SME for all requests or incidents related to ServiceNow.
• Provide application troubleshooting and support.
• Manage all ServiceNow upgrades to maintain N-1 compliance via the change management process.
• Perform base ServiceNow administration.
• Manage external support vendors.
• Perform enhancements to improve end-user experience.
• Work towards having ServiceNow as the main interface for the business to engage IT services.
• Manage the IT and end-user knowledge bases.
• Manage all projects related to ServiceNow, including external application integrations.
• Perform analysis and continuous service improvements on existing processes, workflows, etc., and implement changes.
• Maintain/create configuration items, approval workflows, templates, tables, assignment groups, and portal enhancements based on best practice.
• Maintain/create all ServiceNow reports and dashboards.
• Maintain proper license compliance.
• Create/maintain customer surveys and report on CSAT results.
• Perform analysis on processes outside of ServiceNow to determine if they should be moved into the platform, including business case and implementation management.
• Perform consulting services and education to other departments or users related to ServiceNow usage or functionality.
• Develop and implement new or enhanced forms, workflows, approvals, in the ServiceNow platform.
• Perform integrations between ServiceNow and other systems as required.
• Document and maintain IT Service Management Governance.
• Perform consulting services and education to other departments or users related to ITSM.
• Maintain governance policy and procedures for Change Management.
• Chair the Weekly Change Advisory Board Meeting.
• Report on weekly approved and unapproved changes.
• Report on Change Success and failures.
• Engage teams for review on failed changes.
• Create/maintain standard, normal, and emergency change process and templates.
• Manage vendors for Problem Management.
• Perform RCAs on all P1 incidents.
• Report on all RCA status.
• Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.
• Deliver aging ticket reporting and work with teams to reduce volumes.
• Monitor ticket approvals and engage/report where required to avoid delays in fulfillment.
• Maintain SLAs in ServiceNow.
• Create reporting based on key SLAs.
• Create the ability to report on key business application availability.
• Chair IT aging ticket review meetings.
• Follow up with resolvers on aging tickets.
• Follow up with ticket approvers on aging request approvals to improve service delivery times.

Requirements

• Minimum of 3 years of related experience administering ServiceNow.
• Minimum of 3 years of related development experience in ServiceNow.
• Experienced working within and managing IT service management disciplines – Change Management, Problem Management, Incident Management, Service Request Management, Service Level management.
• Experience with managing projects end to end.
• Experienced with the practices and principles of project management.
• Experienced with gathering business requirements and translating them into IT deliverables.
• Ability to effectively function in a fast-paced, mission-critical technology support environment.
• Excellent communication skills to convey information clearly and effectively to a variety of people including non-technical end-users, executives, IT professionals, vendors, etc.
• Strong problem-solving skills.
• Experience working with IT professionals from multiple disciplines.
• Strong understanding of processes and workflows and operationalizing them.
• Read and interpret technical documents common to this environment.
• Strong problem-solving skills to separate problems into individual components, systematically eliminating possible causes until a resolution is reached.
• Efficient prioritization of tasks.
• Ability to establish and maintain positive, effective working relationships with users, co-workers, and vendors.
• Ability to function effectively as a member of a team of technology professionals.
• Demonstrated ability to successfully manage multiple technology-related tasks and/or projects.
• Focus on customer support and satisfaction.

Skills

• ServiceNow Administration
• ServiceNow Development
• ITSM
• Change Management
• Problem Management
• Incident Management
• Service Request Management
• Service Level Management
• Project Management
• Business Requirements Gathering
• Process Improvement
• Workflow Management
• Customer Support
• Vendor Management
• Reporting
• Dashboard Creation
• CSAT Analysis
• ITIL Foundations V3 or higher

Location

• Toronto

Work Type

• Full-Time
• Contract
• Onsite

Experience Level

• 3+ years administering ServiceNow
• 3+ years developing in ServiceNow

Education Level

• Bachelor's degree or college diploma in information systems support or related field
• ITIL foundations V3 or higher certified

Salary/Compensations

• $72,000 - $91,000

Benefits

• Comprehensive health, dental, and vision coverage
• Retirement plan contributions
• Disability insurance
• Employee wellness programs
• Generous annual vacation entitlement

About the Company

• Amica embraces a pay-for-performance compensation philosophy and offers a competitive total compensation package designed to reward performance.
• Compensation is determined based on skills, experience, and qualifications.
• Candidates whose experience surpasses the expectations for this role may be eligible for compensation above the advertised range.