ServiceNow ITSM Lead & Platform Optimizer

Amica Senior Lifestyles; Toronto; Hybrid; CAD 72,000 - 91,000; Full time

Benefits offered by this job

Health benefits

Dental & vision coverage

Retirement plan contributions

Disability coverage

Wellness programs

Generous vacation

Job summary

Amica Senior Lifestyles is seeking an IT Service Management Lead/Analyst at the Support Office in Downtown Toronto. The role is a Full-Time Contract (12 months) with a hybrid work model (3 days in office, Mon–Wed).

The candidate will administer, manage and support Amica’s ServiceNow platform and drive ITSM governance and continuous service improvement. The ideal candidate has a minimum of 3 years' experience administering ServiceNow, 3 years of development work in the platform, and ITIL

Qualifications

• Bachelor’s degree or college diploma in information systems or related field.
• Minimum of 3 years of experience administering ServiceNow.
• Minimum of 3 years of related development experience in ServiceNow.
• ITIL foundations V3 or higher certified.
• Experience with IT service management disciplines: Change, Problem, Incident, Service Level management.

Responsibilities

• Administer, manage and support Amica’s ServiceNow platform.
• Lead ITSM governance and process improvements.
• Manage ServiceNow upgrades and external vendors.
• Develop and enhance forms, workflows, and dashboards in ServiceNow.
• Create and maintain reports, dashboards, and CSAT analytics.
• Collaborate with departments to educate on ITSM processes.

Skills

ITSM

Communication

Problem-solving

Team collaboration

Education

Bachelor’s degree or college diploma in information systems

ITIL Foundations V3 or higher

Tools

ServiceNow

Job description

Amica Senior Lifestyles is seeking an IT Service Management Lead/Analyst at the Support Office in Downtown Toronto. The role is a Full-Time Contract (12 months) with a hybrid work model (3 days in office, Mon–Wed).

The candidate will administer, manage and support Amica’s ServiceNow platform and drive ITSM governance and continuous service improvement. The ideal candidate has a minimum of 3 years' experience administering ServiceNow, 3 years of development work in the platform, and ITIL