ServiceNow Administrator

Queen's University; Kingston; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

Queen's University IT Services is seeking a ServiceNow Administrator to manage and extend the ServiceNow platform, aligning technology with the university's digital transformation goals. You will work closely with technical teams and business users to design, implement, and improve platform solutions.

The role requires a strong communicator with a solid technical background, capable of delivering dashboards, workflows, and integrations while maintaining documentation and supporting platform

Qualifications

• Bachelor degree or equivalent; ongoing learning to stay ahead of technology.
• 3–5 years of relevant experience.
• Experience with ServiceNow or CRM is an asset.

Responsibilities

• Provide technical expertise to create or modify a platform including analysis of business requirements and recommendation of solutions.
• Plans and prepares for the implementation and testing of new platform solutions.
• Provides expertise to diagnose, support, and resolve platform issues.
• Develops platforms, including the creation and integration of dashboards, workflows, third-party integrations, and custom applications.
• Updates and maintains processes and documentation relating to ongoing platform administration, maintenance, configuration, integrations, upgrades, and release management.
• Assists with planning for and developing technical tasks for configuration and implementation of platform components.
• Other duties as required in support of the department and/or unit.

Skills

Technical knowledge

Communication skills

Stakeholder management

Education

Bachelor's degree or equivalent

Trade certification optional

Tools

ServiceNow

CRM software

Job description

Do you enjoy supporting clients in solving complex business problems and like to stay ahead of the technology curve? Do you like to develop and continuously improve a leading technology platform? Do you want to work in an environment where creativity and teamwork is encouraged, and remote work is an option? If so, joining the IT Services team as a ServiceNow Administrator might be for you.

Queen's University IT Services is looking for a self-directed individual to become proficient in the administration, development, and architecture of the ServiceNow platform. We are looking for someone with a high degree of technical knowledge, and a proven track record of skill development and willingness to take on new challenges. This position will play a key role in helping the university achieve its digital transformation goals.

This position provides technical expertise and recommendations to create or modify a platform including analysis of business requirements and recommendation of solutions. This position plans and prepares for the implementation and testing of new platform solutions. This position provides expertise to diagnose, support and resolve platform issues. This position also develops platforms, including the creation and integration of dashboards, workflows, third-party integrations, and custom applications. This position requires a strong communicator with the ability work with both technical teams and business users to solve problems across the enterprise.

The ServiceNow Administrator will occasionally need to work outside of normal business hours to resolve platform impacting incidents and to perform system upgrades.

Job Description

What you will do

• Provides technical expertise and recommendations to create or modify a platform including analysis of business requirements and recommendation of solutions.
• Plans and prepares for the implementation and testing of new platform solutions.
• Provides expertise to diagnose, support, and resolve platform issues.
• Develops platforms, including the creation and integration of dashboards, workflows, third-party integrations, and custom applications.
• Updates and maintains processes and documentation relating to ongoing platform administration, maintenance, configuration, integrations, upgrades, and release management.
• Assists with planning for and developing technical tasks for configuration and implementation of platform components.
• Other duties as required in support of the department and/or unit.

Required Education

• Four-Year Bachelor Degree or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

Required Experience

• More than 3 years and up to and including 5 years of experience.
• Experience with software and web technologies considered an asset (e.g., ServiceNow, Customer Relationship Management (CRM), other software packaging, etc.).

Required Licenses and Certifications

• A ServiceNow System Administrator certification considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
• Provide effective consultation and advice on non-straightforward and/or complex issues.
• Interaction with others requires interpersonal skills and the ability to understand and influence.
• Adapt messages to meet the different needs of different audiences.
• Builds relationships, trust and credibility.
• Prioritize and distribute work to deliver objectives on time and to the highest standard.
• Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
• Actively participate in project team meetings and develop individual and unit project plans.
• Lead procedural or technological change within a unit.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Seek information and input to fully understand the cause of problems.
• Appropriately assesses risks before making a decision.
• Contribute to the creation and evaluation of possible solutions.
• Take action to remove obstacles and address problems before they impact performance and results.
• Apply equity, diversity, accessibility, inclusion and Indigenization considerations to decision making and planning.
• Promote a work environment that is free from sexual violence, harassment and discrimination, and the ability to show empathy for those who have experienced trauma.