Intermediate Analyst

WestJet Group; Calgary; On-site; CAD 85,000 - 110,000; Full time

Job summary

WestJet Group is seeking an Intermediate Analyst to administer and support the ServiceNow platform in Calgary. The role involves day‑to‑day platform health, troubleshooting, maintenance, upgrades and adherence to security and governance standards.

You will work with developers, architects and stakeholders to implement changes, improve workflows and ensure data quality across environments. Strong documentation and communication skills are essential.

Qualifications

• 2+ years of experience in ServiceNow administration or a related technical role.
• Hands‑on experience administering ServiceNow in an enterprise environment.
• Strong understanding of ServiceNow users, groups, roles and access management.
• Experience configuring and maintaining ServiceNow platform functionality.
• Experience troubleshooting technical issues and performing root‑cause analysis.
• Experience supporting platform releases, upgrades or maintenance activities.
• Understanding of IT service management processes including incident, problem and change management.

Responsibilities

• Administer and maintain the ServiceNow platform and core platform configuration.
• Manage users, groups, roles and access in accordance with established security and governance requirements.
• Configure and maintain platform components including system properties, notifications, forms, lists and other administrative settings.
• Monitor platform health and proactively identify issues, risks and opportunities for improvement.
• Investigate and troubleshoot platform issues, determine root causes and resolve or elevate issues as appropriate.
• Support ServiceNow upgrades, patches, releases and routine platform maintenance.
• Perform testing and validation related to upgrades, configuration changes and maintenance activities.
• Support the movement and validation of configuration across ServiceNow environments.
• Monitor and help maintain platform data quality and configuration integrity.
• Support role, access and licence administration.
• Maintain accurate technical documentation, operational procedures and knowledge articles.
• Identify opportunities to simplify, standardise or automate recurring administrative activities.
• Support incident, problem and change activities affecting the ServiceNow platform.
• Collaborate with developers and architects on changes or issues requiring development or architectural expertise.
• Apply established platform standards, technical guardrails and ServiceNow best practices.
• Contribute to platform health, technical debt reduction and continuous improvement.

Skills

ServiceNow administration

Platform support

Troubleshooting

Documentation

Communication

Access management

Incident/Change management

Tools

ServiceNow

Job description

The Intermediate Analyst, ServiceNow Platform Administration is responsible for the day-to-day administration, health, stability and reliability of WestJet’s ServiceNow platform.

This is a hands‑on technical role responsible for administering and supporting the platform, troubleshooting issues, supporting platform maintenance and changes, and continuously improving how ServiceNow is operated. The successful candidate will independently manage routine and moderately complex platform activities while working with developers, architects and other stakeholders when deeper technical expertise is required.

Key responsibilities

• Administer and maintain the ServiceNow platform and core platform configuration.
• Manage users, groups, roles and access in accordance with established security and governance requirements.
• Configure and maintain platform components including system properties, notifications, forms, lists and other administrative settings.
• Monitor platform health and proactively identify issues, risks and opportunities for improvement.
• Investigate and troubleshoot platform issues, determine root causes and resolve or elevate issues as appropriate.
• Support ServiceNow upgrades, patches, releases and routine platform maintenance.
• Perform testing and validation related to upgrades, configuration changes and maintenance activities.
• Support the movement and validation of configuration across ServiceNow environments.
• Monitor and help maintain platform data quality and configuration integrity.
• Support role, access and licence administration.
• Maintain accurate technical documentation, operational procedures and knowledge articles.
• Identify opportunities to simplify, standardise or automate recurring administrative activities.
• Support incident, problem and change activities affecting the ServiceNow platform.
• Collaborate with developers and architects on changes or issues requiring development or architectural expertise.
• Apply established platform standards, technical guardrails and ServiceNow best practices.
• Contribute to platform health, technical debt reduction and continuous improvement.

Experience and qualifications

• 2+ years of experience in ServiceNow administration, platform support or a related technical role.
• Hands‑on experience administering ServiceNow in an enterprise environment.
• Strong understanding of ServiceNow users, groups, roles and access management.
• Experience configuring and maintaining ServiceNow platform functionality.
• Experience troubleshooting technical issues and performing root‑cause analysis.
• Experience supporting platform releases, upgrades or maintenance activities.
• Understanding of ServiceNow configuration and development practices.
• Understanding of IT service management processes including incident, problem and change management.
• Ability to independently manage routine and moderately complex technical and administrative work.
• Strong problem‑solving, documentation and communication skills.
• Ability to recognise when an issue requires development, architectural or vendor expertise.

Preferred qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience supporting an enterprise ServiceNow implementation.
• Experience with ServiceNow Automated Test Framework (ATF).
• Familiarity with ServiceNow security and access controls.
• Experience supporting ServiceNow upgrades and release management.
• Familiarity with CMDB and platform data‑quality practices.
• Exposure to multiple ServiceNow products or capabilities.
• Basic JavaScript knowledge with the ability to understand and troubleshoot existing ServiceNow configuration and scripts.