Job Title: ServiceNow Administrator / Developer
Location: Toronto, GTA
Employment Type: Full-Time
Job Summary:
We are seeking a highly skilled ServiceNow Administrator / Developer to support and enhance our ServiceNow platform, with a strong focus on CSM (Customer Service Management), ITSM (IT Service Management), and ITOM (IT Operations Management). The role involves hands-on development, system administration, and integration work to ensure seamless service delivery and operational efficiency.
Key Responsibilities:
Platform Development & Configuration
- Design, develop, and implement ServiceNow solutions including custom applications, workflows, business rules, and UI policies.
- Configure and maintain core modules such as Incident, Problem, Change, Knowledge, Case Management, and Service Catalog.
- Develop and maintain MID Server integrations and external data source connections.
- Build and manage scoped applications and workspace UI components.
Module Expertise
- CSM: Implement case types, interceptors, notifications, and custom scripts to support customer service workflows.
- ITSM: Configure landing pages, list modules, and UI actions for service operations workspace.
- ITOM: Support CMDB health, discovery jobs, and visibility integrations to monitor infrastructure and services.
System Administration
- Perform environment cloning across development, test, and production instances to support release management and testing workflows.
- Manage platform upgrades and patching cycles, ensuring compatibility and minimal disruption.
- Monitor system performance and resolve platform-related issues proactively.
- Administer user roles, assignment groups, and access controls, including AD integration.
Integrations
- Design and implement integrations with Salesforce, PagerDuty, and other third-party systems using IntegrationHub, REST/SOAP APIs, and custom connectors.
- Troubleshoot and maintain data flows between ServiceNow and external platforms.
- Ensure data integrity and synchronization across integrated systems.
Collaboration & Consulting
- Work closely with business analysts, product owners, and stakeholders to gather requirements and deliver scalable solutions.
- Provide technical support and troubleshooting for ServiceNow-related incidents and requests.
- Engage directly with client stakeholders, independently driving discussions, gathering requirements, and delivering solutions in a consultative capacity.
- Participate in Agile ceremonies and contribute to sprint planning and retrospectives.
Required Skills & Qualifications
- 3+ years of experience in ServiceNow development and administration.
- Strong understanding of ITIL framework and ITSM best practices.
- Proficiency in JavaScript, Glide scripting, HTML, and CSS.
- Experience with ServiceNow Studio, Flow Designer, and IntegrationHub.
- Proven experience with environment cloning and platform upgrades.
- Hands-on experience integrating ServiceNow with Salesforce, PagerDuty, and other external systems.
- Demonstrated ability to work independently with client stakeholders as a consultant
- ServiceNow certifications (CSA, CAD, ITSM, CSM, ITOM) preferred.
Nice to Have
- Experience with Now Assist AI capabilities for CSM.
- Familiarity with scoped applications and Workspace UI.
- Exposure to release management and upgrade cycles (e.g., Vancouver to Xanadu).
Job Type: Full-time
Pay: $50,000.00-$75,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
Education:
- Bachelor's Degree (required)
Experience:
- ServiceNow: 3 years (required)
- ITOM, ITSM and CSM: 2 years (required)
Language:
Work Location: In person
