Position Overview
The Client is seeking a Senior Production Support Analyst to provide technical support and operational expertise for critical enterprise applications and systems. This role is responsible for ensuring operational efficiency, supporting production environments, investigating and resolving complex issues, and identifying opportunities for process improvement.
The successful candidate will leverage strong analytical, troubleshooting, and technical skills to support ServiceNow and related platforms, while collaborating with business and technology teams to deliver ongoing operational excellence.
Key ResponsibilitiesServiceNow Administration & Support
- Administer and support the ServiceNow platform, including maintaining and enhancing platform functionality.
- Manage and support the Configuration Management Database (CMDB) and Configuration Items (CIs).
- Ensure data integrity and accuracy within ServiceNow and CMDB environments.
- Support ServiceNow modules and related IT Service Management (ITSM) processes.
- Utilize ServiceNow best practices to maintain platform stability and performance.
Technical Analysis & Problem Resolution
- Investigate, analyze, and resolve complex production support issues.
- Perform root cause analysis and recommend long-term solutions to recurring problems.
- Interpret information received from users and stakeholders regarding ServiceNow and CMDB-related issues.
- Escalate unresolved issues to developers, architects, or other technical teams as required.
- Provide timely updates and communication to stakeholders regarding incidents and service requests.
Troubleshooting & Operational Support
- Troubleshoot issues related to data feeds, infrastructure components, hardware assets, software assets, and CMDB records.
- Support DevSecOps initiatives and operational processes.
- Research, maintain, and update technical documentation and support procedures.
- Participate in post-implementation support activities to ensure successful project outcomes.
Process Improvement
- Identify gaps and inefficiencies within operational support processes.
- Recommend and implement improvements to enhance operational effectiveness and client satisfaction.
- Support governance activities, including bi-annual Configuration Item (CI) verification and attestation processes.
- Contribute ideas and solutions that improve service delivery and operational performance.
Collaboration & Agile Delivery
- Work closely with cross-functional teams in an Agile environment.
- Utilize tools such as Jira, Confluence, Microsoft Teams, and ServiceNow to support project delivery and operational activities.
- Collaborate with stakeholders to understand requirements and deliver effective solutions.
QualificationsRequired Skills & Experience
- Experience administering and supporting the ServiceNow platform.
- ServiceNow Administrator Certification.
- Strong knowledge of ServiceNow ITSM modules, CMDB, and Configuration Items (CIs).
- Experience working with JavaScript for scripting, customization, or automation activities.
- Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
- Experience working within production support and operational support environments.
- Knowledge of DevSecOps principles and practices.
- Experience with Agile methodologies and tools such as Jira and Confluence.
- Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Microsoft Teams.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Experience supporting large-scale enterprise environments.
- Previous experience working in a CMDB-focused environment.
- Experience with automation and scripting technologies.
- Familiarity with infrastructure, data integration, and IT operations processes.
Key Competencies
- Strong attention to detail and critical thinking skills.
- Ability to multitask and manage competing priorities in a fast-paced environment.
- Strong troubleshooting and investigative capabilities.
- Continuous improvement mindset with a focus on operational excellence.
- Ability to work independently while collaborating effectively with technical and business teams.
- Commitment to delivering exceptional client service and support.
Pay: $40.00-$45.00 per hour
Work Location: Hybrid remote in Toronto, ON (M5H)
