ServiceNow ITSM Lead | Change & CSAT Champion (Hybrid)

Amica Mature Lifestyles Inc.; Toronto; Hybrid; CAD 72,000 - 91,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Retirement plan contributions

Employee wellness programs

Job summary

Amica Mature Lifestyles Inc. in Downtown Toronto is seeking an IT Service Management Lead/Analyst to administer, manage and support Amica's ServiceNow platform and lead the ITSM operational governance.

The successful candidate will report to the Senior Manager, IT Service Delivery and focus on process improvement, customer satisfaction, and effective IT service delivery in a hybrid work environment.

Qualifications

• Bachelor's degree in information systems or related field.
• Minimum of 3 years of ServiceNow administration experience.
• ITIL foundations V3 or higher certified.
• Experience in IT service management disciplines (Change, Problem, Incident, Service Request, and SLA management).
• Strong communication and teamwork skills.

Responsibilities

• ServiceNow Administration/Development and upgrades management.
• Provide application troubleshooting and support.
• Manage projects related to ServiceNow and external integrations.
• Maintain service governance and reports/dashboards.
• Deliver CSAT reporting and process improvements.
• Lead Change Advisory Board and governance activities.
• Coordinate ITSM processes, including Incident, Problem, and SLA management.

Education

Bachelor's degree in information systems support or related field

Tools

ServiceNow

Job description

Amica Mature Lifestyles Inc. in Downtown Toronto is seeking an IT Service Management Lead/Analyst to administer, manage and support Amica's ServiceNow platform and lead the ITSM operational governance.

The successful candidate will report to the Senior Manager, IT Service Delivery and focus on process improvement, customer satisfaction, and effective IT service delivery in a hybrid work environment.