Service Now Administrator & Developer

Sheridan College; Oakville; Hybrid; CAD 66,000 - 77,000; Full time

Job summary

Sheridan College is seeking a capable IT professional to lead the development and administration of its ITSM and Asset Management platform. You will design, configure, test, and maintain the platform, building interfaces and dashboards while aligning with Sheridan's ITSM strategy.

The role requires collaboration across departments, strong leadership, agile mindset, and solid problem-solving abilities with experience in API development and reporting tools.

Qualifications

• Minimum 3-year diploma in Information Technology or related field.
• Minimum 5 years of experience configuring, deploying and developing customer solutions on ITSM platforms.
• Minimum 2 years administering a Service Management or CRM Management system.
• ServiceNow Certified Systems Administrator (CSA) certification.
• ITIL foundation certification.
• Experience with system integrations and REST APIs.
• Experience with report writing using SQL Reporting (SSRS) or Crystal Reports.

Responsibilities

• Create and maintain the roadmap of the ITSM platform aligned with Sheridan's strategy.
• Gather business requirements to build workflows, UI, scripts and rules in the ITSM platform.
• Manage multiple complex projects and enhancements across the organization.
• Monitor, support, administer and maintain the ITSM platform daily.
• Develop APIs and integrations for systems with the ITSM platform.
• Coordinate testing of platform updates and changes.
• Ensure changes are controlled and predictable.
• Develop maintenance and patch plans for the ITSM platform.
• Implement continual improvement plans for the ITSM platform.
• Manage user licensing, roles and permissions for the ITSM platform.
• Prepare dashboards and KPIs; support reporting needs.
• Provide guidance to technical peers and Sheridan teams.
• Deliver presentations and information sessions to tech teams and others.

Skills

Collaborative mindset

Interpersonal skills

Self-directed leadership

Communication skills

Agile

Problem solving

Multitasking

Education

3-year IT diploma

Tools

ServiceNow

REST API

SSRS/Crystal Reports

CRM/ITSM platforms

Job description

Preference will be given to qualified employees, as defined in the Full-Time Support Staff Collective Agreement. Should a suitable candidate not be found, external candidates will be considered.

Reporting to the Manager, IT Service Desk, the incumbent will be responsible for the development and administration of Sheridan’s Information Technology Service Management (ITSM) and Asset Management (AM) platform. The incumbent is responsible for the platform design and development, application configurations, integrations, unit and component testing, support and maintenance, and continual improvement in alignment with the overall ITSM and AM strategy. To facilitate outstanding customer service and Sheridan business processes the incumbent performs technical and business analysis to build roadmaps for the purpose of developing enhancements, interfaces, fixes, and the application of maintenance packs and upgrades.

What You’ll Be Doing

• Creating and maintaining the overall roadmap of the ITSM platform in alignment with Sheridan’s Service Management strategy;


• Working with stakeholders to gather business and process requirements to build workflows, user interface (UI), scripts and business rules within the ITSM Platform;


• Managing multiple concurrent complex projects and requests for enhancements ranging from operational to corporate wide;


• Performing day to day monitoring, support, administration and maintenance of the ITSM platform;


• Developing and maintaining the APIs for various systems with integrations to the ITSM Platform;


• Coordinating and performing testing of ITSM platform updates and changes;


• Ensures changing to the ITSM platform are done in a controlled and predictive manner;


• Building and implementing patch and maintenance plans for ITSM platform;


• Developing and implementing continual improvement plans for the ITSM platform;


• Monitoring, administering and managing user licensing, roles and permissions for the ITSM platform;


• Contributing to the creation of custom reports and dashboards as well as generating KPIs and supporting metrics;


• Providing guidance to technical peers and teams within Sheridan community;


• Delivering presentations and provides information sessions to technical teams and other audiences;


• Participating in development of strategic plans within the portfolio;


• Providing ITSM platform consultation expertise to all departments;


• Building training plans for the provision of training of newly developed functionality for Sheridan IT;


• Providing user training in the use of the ITSM platform;


• Creating and updating technical and functional documentation for variety of internal/external partners;


• Participating in customer engagement program by eliciting information, building relationships with key partners and providing technical expertise where necessary;


• Collaborating with the appropriate governance groups to undertake projects and initiatives as well as building reports on the progress;


• Ensuring customer view and experience are on the forefront of every engagement and its subsequent reflection in the integration and configuration work;


• Performing other duties as assigned.

About You

You have a highly collaborative spirit and interpersonal skills with the ability to work with others to support establishing and achieving collective goals.

You are a self-directed natural leader which combined with your keen interpersonal and communication skills, empowers you to build positive and collaborative relationships and create and maintain a positive organizational culture.

You are an agile individual with an ability to respond to change, adapt and seek improvements while applying principles of creative problem solving to most appropriately and effectively support each student’s unique needs.

You enjoy balancing many different tasks, staying organized and planning, and have the ability to integrate multiple streams of information, prioritize and track multiple projects to meet a demanding workload and keep things running smoothly.

Your research and analysis skills will help to facilitate the measurement, interpretation and presentation of information in the most impactful way.

Qualifications

• Minimum of a 3-year diploma in Information Technology or a related field.


• Minimum of 5-years experience with configuration, deployment and developing customer solutions on IT Service Management platforms.


• Minimum of 2-years experience administering a Service Management or CRM Management system.


• ServiceNow Certified Systems Administrator (CSA) Certification.


• Information Technology Infrastructure Library (ITIL) foundation certification.


• Experience with system integrations and REST API.


• Experience with report writing such as Structured Query Language (SQL) Reporting (SSRS), Crystal Reports, or other reporting tools.

Who We Are

Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2027: Forging the Future (https://www.sheridancollege.ca/sheridan2027), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity, and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.

For more information, visit: Why Work at Sheridan

Other Details

• Faculty/Department: Information Technology (IT)


• Primary Work/Campus Location: Trafalgar (may be assigned activities at any Sheridan campus)


• Work Categorization: Hybrid Position | On-site at least 3 days/week


• Reference #: J0926-0601


• Employee Group: Support Staff - Permanent


• Type of Vacancy: This is a replacement position


• Payband: K


• Hourly Range: $48.07 - $55.57


• Hours/Week: 37.5


• Hours: 8:30 am – 4:30 pm


• Application Deadline: October 13, 2026

First Nations peoples have lived on this part of Turtle Island for millennia, stewarding the land, the water and all that contributes to life in this region. Today, the culture and presence of First Nations, Inuit and Metis peoples enrich the lands and people of this territory.

Over two centuries ago, the Mississauga people welcomed settlers to this territory, providing sustenance and engaging in trade and commerce. Between 1781 to 1820, eight treaties were signed with the Mississaugas of the Credit First Nation who opened their territory to settlement. Today, Sheridan campuses are located on Treaty 14, also known as the Head of the Lake Purchase of 1806 and Treaty 22 and 23 of 1820.

Treaty history is foundational, and it is our collective responsibility to honour the land, as we honour and respect those who have gone before us, those who are here and those who have yet to come. We are grateful for the opportunity to be learning, working and thriving on this land, and we commit to learn the truth and be active in the process of reconciliation.

Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.

Sheridan will provide job applicants with accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. To request accommodation, please contact Human Resources.

You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.