Senior Analyst

Westjet-Airline; Calgary; On-site; CAD 100,000 - 140,000; Full time

Job summary

Westjet-Airline is seeking a Senior ServiceNow Analyst & Platform Administrator to drive administration, support, configuration, release coordination, and operational excellence of the ServiceNow platform across development, test, and production environments.

The successful candidate will partner with Product Owners, Developers, QA Analysts, and business stakeholders to ensure platform health, reliability, and smooth deployments while continuously improving platform performance and security.

Qualifications

• Bachelor's degree in information systems, Computer Science, Business Technology, or equivalent experience.
• 5+ years of experience supporting enterprise applications or SaaS platforms.
• 3+ years of hands-on ServiceNow administration experience.
• ServiceNow Certified System Administrator (CSA).
• Strong knowledge of ServiceNow platform administration, user/role/group management, catalog, knowledge, flow designer, upgrades, and environment management.

Responsibilities

• Administer and maintain ServiceNow across development, test, and production environments.
• Configure users, groups, roles, notifications, catalog items, workflows, and platform settings.
• Monitor platform performance, health, and availability; troubleshoot issues and defects.
• Coordinate platform releases across multiple delivery teams and pods; manage release schedules and readiness.
• Support change management processes and production deployment activities.
• Monitor scheduled jobs, integrations, automations, and platform services; assist with incident response and problem resolution.
• Provide guidance to stakeholders on platform capabilities and operational considerations; identify optimization opportunities.

Skills

ServiceNow administration

Platform operations

Release coordination

Incident resolution

Troubleshooting

Education

Bachelor's degree in information systems or related field

Job description

The Senior ServiceNow Analyst & Platform Administrator is responsible for the administration, support, configuration, release coordination, and operational excellence of the ServiceNow platform.

Working across multiple product pods and ServiceNow capabilities, this role ensures platform environments remain stable, secure, available, and ready to support ongoing delivery. The Senior Analyst partners closely with Product Owners, Business Analysts, Developers, Solution Architects, QA Analysts, and business stakeholders to support successful deployments, maintain platform health, and continuously improve platform operations.

The successful candidate combines strong ServiceNow administration expertise with excellent organization, problem-solving, and coordination skills. They serve as a trusted platform expert, helping delivery teams move efficiently while ensuring the platform remains reliable and supportable.

Platform Administration & Configuration

• Administer and maintain ServiceNow platform capabilities across development, test, and production environments.
• Configure and support users, groups, roles, notifications, catalog items, workflows, and platform settings.
• Support ServiceNow products including ITSM, ITAM, ITOM, SPM, IRM, HRSD, CSM, Employee Center, Knowledge Management, and custom applications.
• Monitor platform performance, health, and availability.
• Troubleshoot and resolve platform issues, incidents, and configuration defects.
• Support environment refreshes, cloning activities, and platform maintenance activities.

Release Coordination & Deployment Support

• Coordinate platform releases across multiple delivery teams and pods.
• Manage release schedules, deployment planning, release readiness reviews, and production deployment activities.
• Partner with Product Owners, Developers, QA Analysts, and stakeholders to ensure releases are well planned and successfully executed.
• Coordinate upgrade preparation, testing activities, validation efforts, and post-deployment support.
• Track release dependencies, risks, and conflicts and work with delivery teams to resolve them.
• Maintain release documentation, deployment records, release calendars, and communication plans.
• Support change management processes associated with platform releases and upgrades.

Platform Operations & Support

• Monitor scheduled jobs, integrations, automations, and platform services.
• Support incident investigation, root cause analysis, and problem resolution activities.
• Partner with developers and architects to resolve complex technical issues.
• Assist with production support activities and major incident response when required.
• Monitor and improve platform reliability, availability, and supportability.
• Support platform security administration and access management activities.

Delivery Enablement

• Provide guidance to Product Owners, Business Analysts, and project teams on platform capabilities and operational considerations.
• Assist delivery teams with deployment planning and release readiness activities.
• Support testing coordination and production validation activities.
• Identify operational impacts of proposed solutions and platform changes.
• Help teams navigate platform capabilities and administrative processes.

Continuous Improvement

• Identify opportunities to improve platform stability, operational efficiency, and user experience.
• Automate repeatable administrative and operational activities wherever possible.
• Evaluate new platform capabilities and recommend operational improvements.
• Develop and maintain documentation, knowledge articles, runbooks, and support procedures.
• Contribute to the ongoing maturity of ServiceNow platform operations.

Required Qualifications

• Bachelor's degree in information systems, Computer Science, Business Technology, or equivalent experience.
• 5+ years of experience supporting enterprise applications or SaaS platforms.
• 3+ years of hands‑on ServiceNow administration experience.
• ServiceNow Certified System Administrator (CSA).
• Strong knowledge of:
  • ServiceNow platform administration
  • User, role, and group management
  • Platform configuration
  • Service Catalog
  • Knowledge Management
  • Flow Designer
  • Platform upgrades and release processes
  • Environment management
• Experience coordinating releases across multiple teams and stakeholders.
• Strong troubleshooting and analytical skills.
• Excellent communication and organizational abilities.