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About the Role

This role focuses on administering, enabling AI, automating, enhancing, and continuously improving the ServiceNow platform. A key aspect involves leveraging AI and automation to reduce manual effort, streamline processes, improve self-service, and boost operational efficiency. The successful candidate will collaborate with stakeholders to understand requirements, identify improvements, and implement ServiceNow solutions, combining hands-on platform experience with AI, automation, business analysis, and user experience.

Responsibilities

Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other available ServiceNow AI capabilities.
Identify opportunities to simplify, standardize, and automate manual or repetitive processes using Flow Designer, subflows, approvals, notifications, IntegrationHub, and related ServiceNow capabilities.
Design, build, and enhance Service Catalog items and service request workflows, including forms, variables, approvals, routing, and fulfillment processes.
Configure and enhance Employee Center and Service Portal, including portal widgets and user-experience improvements.
Support cross-platform automation and integrations between ServiceNow and enterprise systems using IntegrationHub, ServiceNow spokes, APIs, and other integration methods.
Work with stakeholders to understand business processes, pain points, requirements, and desired outcomes, and translate those needs into process flows, user stories, functional requirements, acceptance criteria, and implementation plans.
Administer, configure, maintain, troubleshoot, and enhance the ServiceNow platform and core ITSM functionality.
Create and execute test plans, scenarios, and test cases and coordinate User Acceptance Testing (UAT) with business stakeholders.
Support releases, upgrades, instance clones, deployment validation, and post-implementation activities.
Create and maintain appropriate process, technical, testing, and user documentation while communicating progress, risks, requirements, and outcomes to technical and non-technical stakeholders.
Use reporting, platform data, and stakeholder feedback to identify opportunities for continual improvement.

Requirements

3–5 years of hands-on ServiceNow administration, configuration, or platform support experience.
ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience.
Experience with ServiceNow ITSM and core platform configuration.
Hands-on experience with ServiceNow Virtual Agent or other AI-enabled self-service and automation capabilities.
Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment.
Hands-on experience with Flow Designer and workflow automation, including identifying opportunities to simplify or automate manual processes.
Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes.
Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap.
Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies, and related platform functionality.
Experience gathering business requirements, understanding end-to-end processes, and translating business needs into practical solutions.
Experience creating and executing test cases and supporting or coordinating UAT.
Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills.
General understanding of ITSM and ITIL principles.

Skills

ServiceNow administration
ServiceNow configuration
ServiceNow platform support
ServiceNow ITSM
ServiceNow Virtual Agent
AI-enabled self-service
Automation
Generative AI
Conversational AI
AI-assisted workflows
Flow Designer
Service Catalog
Service request workflows
Employee Center
Service Portal
JavaScript
AngularJS
HTML
CSS/SCSS
Bootstrap
Business Rules
Client Scripts
UI Policies
Requirement gathering
Process analysis
Test case creation
UAT coordination
Analytical skills
Troubleshooting
Organizational skills
Problem-solving
Written communication
Verbal communication
ITSM principles
ITIL principles
ServiceNow Certified Application Developer (CAD)
IntegrationHub
ServiceNow spokes
REST APIs
SOAP APIs
Workday integration
Microsoft Entra ID integration
Microsoft Intune integration
Microsoft 365/Teams integration
Active Directory integration
Onboarding/offboarding automation
Identity and access management automation
Device management automation
Service fulfillment automation
Virtual Assist
Now Assist
AI Search
UI Builder
Service Operations Workspace
SPM
CMDB/CSDM
ITAM/HAM
Performance Analytics
Reporting
Automated Test Framework (ATF)
UI/UX principles
Usability principles
Responsive design
Accessibility principles

Work Type

Flexible work options

Experience Level

3-5 years of hands-on ServiceNow administration, configuration, or platform support experience

Education Level

ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience
ServiceNow Certified Application Developer (CAD) certification or relevant ServiceNow development experience

Salary/Compensations

CAD Salary Range: $80,000 to $90,000 CAD per year
US Salary Range: $58,000 to $65,000 USD per year

Benefits

Three weeks' vacation (four weeks after three years and five weeks after seven years) plus five personal days
Comprehensive Medical, Dental and Vision coverage from your first day of employment
Financial and professional development support for CPA candidates and members
Employee stock ownership and RRSP matching programs
Lifestyle rewards program
Flexible work options
Performance driven organization with many opportunities for advancement