Senior Analyst

WestJet; Calgary; On-site; CAD 90,000 - 135,000; Full time

Benefits offered by this job

Travel privileges for you and your 가족

Savings and Benefits programs

Inclusive WestJet culture

Job summary

WestJet is seeking a Senior ServiceNow Analyst & Platform Administrator to manage the ServiceNow platform across development, test, and production environments, ensuring stability, security, and availability to support delivery.

The role partners with Product Owners, Business Analysts, Developers, Solution Architects, QA Analysts and stakeholders to coordinate releases, perform platform health checks, and drive continuous improvement while delivering reliable operations.

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.

Responsibilities

• 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.
• 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.
• Monitor scheduled jobs, integrations, automations, and platform services.
• Monitor and improve platform reliability, availability, and supportability.
• Support platform security administration and access management activities.
• 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.
• 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.

Skills

Troubleshooting

Analytical skills

Communication

Organizational abilities

Education

Bachelor's degree in information systems or CS

ServiceNow Certified System Administrator (CSA)

Tools

ServiceNow

ServiceNow Flow Designer

Job description

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

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.

Key Responsibilities

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.

The Benefits Of Being a WestJetter

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

About WestJet Group Of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet'sAlcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [e-mail].

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

About

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at [e-mail].