IT Specialist Systems - ServiceNow

City of Mississauga; Mississauga; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

The City of Mississauga is seeking a proactive ServiceNow Systems Specialist passionate about operational excellence. The role will focus on enhancing the ServiceNow environment, supporting IT service management, and collaborating with internal teams to align technology with business goals.

Qualifications

• Minimum 3 years of IT support experience, with 2 in ServiceNow ITSM and 1 in ITAM.
• Strong documentation skills for guides and knowledge articles.
• Ability to work independently and collaboratively.

Responsibilities

• Support ServiceNow module implementations and manage user access.
• Troubleshoot technical issues and enhance operational documentation.
• Gather requirements and conduct impact assessments for compliance.

Skills

Dashboards creation

Analytical thinking

Client service

Communication

Documentation

Education

Post-secondary education in IT or equivalent

Tools

ServiceNow

Job description

Req ID:26700
Vacancy Type: Temporary
Contract Duration: up to 2 years
Number of Positions:1
Closing Date:06/26/2025

Job Summary

Join Our Team as a ServiceNow Systems Specialist

Are you a proactive problem solver with a passion for operational excellence? Do you thrive in collaborative environments and have a knack for optimizing IT systems to support dynamic business needs? If so, we invite you to bring your skills to our team as a ServiceNow Systems Specialist.

In this role, you’ll be a key player in supporting and enhancing the City’s ServiceNow environment, with a focus on IT Service Management (ITSM), IT Asset Management (ITAM), and Strategic Portfolio Management (SPM) modules. You’ll provide day-to-day operational support, manage user access, and resolve incidents—all while helping shape the future of our ServiceNow capabilities through project involvement and process documentation aligned with industry best practices.

This is more than a support role. It’s an opportunity to influence how our technology supports business goals, serve as a trusted advisor to internal teams, and be part of a culture that values professionalism, initiative, and continuous improvement.

Duties and Responsibilities

Under the guidance of the ServiceNow Technical Lead, you will:

• Partner with business stakeholders to gather requirements, conduct impact assessments, and ensure systems align with compliance and governance standards.
• Support ServiceNow module implementations through test case development, user training, and documentation.
• Manage user access across modules and maintain license compliance.
• Troubleshoot technical issues, respond to incidents, and provide timely resolution.
• Continuously improve and maintain documentation to support operational efficiency.
• Build and enhance reports and dashboards to provide critical insights and data-driven support to leadership.
• Take on additional tasks as required to support IT operations and initiatives.

Skills and Qualifications

• A post-secondary education in Information Technology, Information Systems Management, Business Administration, or equivalent combination of education and work experience.
• A minimum of 3 years of IT operational support experience, with at least:
  • 2 years of hands-on experience working with the ServiceNow platform, specifically within the ITSM module (Incident Management, Change Management, Service Request, Knowledge Management, etc.).
  • 1 year of experience with the ITAM module (Hardware and Software Asset Management).
• Strong skills in creating dashboards and reports, including scheduled reports, within the ServiceNow platform.
• Proven ability to develop and maintain high-quality documentation—user guides, SOPs, knowledge articles, and OSAs.
• Excellent communication and interpersonal skills, with a strong focus on client service and working with diverse stakeholders, including senior leadership.
• Strong analytical thinking, decision-making, and organizational skills.
• A results-driven mindset with the ability to work both independently and in collaboration with cross-functional teams

Assets:

• ServiceNow Certified System Administrator (CSA)
• ITIL 4 Certification
• Experience working in municipal, provincial, or federal government environments

Hourly Rate/Salary:$ 49.16 - $ 65.54
Hours of Work:35
Work Location:Civic Centre, hybrid
Organization Unit:CPS/IT Division
Department/Division/Section:CPS/Corporate Services Dept,CPS/IT Division,IT Division
Non-Union/Union: Non Union

We thank all who apply, however, only those candidates selected for an interview will be contacted. You can alsocheck your application status in your candidate profile online.

All personal information is collected under the authority of the Municipal Act.

Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.

Learn more about the City’s commitment to Equity, Diversity and Inclusion.

Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.

If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of anyaccommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.