ServiceNow ITSM Analyst: Admin, Integrations & AI

Newport Williams

Vaughan

On-site

CAD 90,000 - 120,000

Full time

3 hours ago

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Job summary

Newport Williams is seeking an Intermediate ServiceNow Business Analyst for a full-time permanent role in Vaughan, Canada. You will support, configure, and enhance our client's ITSM platform in a structured ITIL-aligned environment to shape how IT services are delivered across the business.

Responsibilities include administering core ServiceNow ITSM modules, supporting CSM, testing and troubleshooting, building integrations via REST/SOAP, and leveraging ATF to ensure stable releases while

Qualifications

Experience with ServiceNow administration and configuration.
Solid knowledge of ITIL processes and ITSM best practices.
Experience in formal IT service delivery and change management environments.

Responsibilities

Administer, configure, and support core ServiceNow ITSM modules: Incident, Request, Change, Problem, Knowledge, and Service Catalog.
Support Customer Service Management (CSM) and the Change Advisory Board (CAB) Workbench.
Test, troubleshoot, and resolve platform issues and provide hands-on user support.
Build and maintain integrations using REST/SOAP APIs and middleware.
Use the Automated Test Framework (ATF) to keep releases stable and reliable.
Improve the user experience through Service Portal / Employee Center.
Explore and apply ServiceNow AI capabilities.
Take on project and business analysis tasks from requirements to delivery.