Application Portfolio Manager: ServiceNow and Corporate Applications

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We are seeking an Application Portfolio Manager (APM), who will be the ServiceNow and Corporate Applications Service Owner to oversee and strategically guide those applications utilized at E-Comm 911. This role involves comprehensive management of the ServiceNow and Corporate Applications services portfolio, including application inventory and their roadmap, establishing strategic direction for the service, aligning with business objectives, and optimizing investment across the portfolio. The APM will be responsible for the full lifecycle of applications, from selection and design to maintenance and retirement, ensuring the portfolio's cost efficiency, effectiveness, and evolution in harmony with the company's strategy and market developments.

You will work closely with various stakeholders, including internal IT teams, business units, and vendors, to ensure that our application portfolio aligns with the company's strategic objectives and delivers maximum value.

Key responsibilities in this role include:

Develop, maintain and evolve processes and tools that most efficiently support the intended outcomes of the role as noted below:

• Develop and maintain a comprehensive understanding of the organization's ServiceNow and Corporate Applications landscape, including current applications, dependencies, and future needs
• Define and implement application portfolio management strategies, policies, and procedures to optimize the use of resources and minimize risk
• Collaborate with Finance, Human Resources and corporate business leaders to prioritize applications improvements based on business needs, value, and alignment with strategic goals
• Lead the evaluation, selection, and retirement of applications, ensuring that decisions are based on thorough analysis and alignment with business objectives
• Drive continuous improvement initiatives to enhance the performance, reliability, and cost-effectiveness of the application portfolio
• Partner with PM on the development of a project plan for application implementations or upgrades including identifying and securing resources, coordinating and completing tasks, identifying and mitigating risks
• Monitor and report on key performance indicators, including application usage, performance, and cost, to identify areas for improvement and support decision-making
• Manage relationships with application vendors and service providers, ensuring that contractual agreements are upheld and service levels are met
• Provide leadership and guidance to a team of application portfolio analysts, fostering a culture of collaboration, innovation, and accountability
• Create and maintain processes, protocols, documentations and comprehensive records of all applications for various clients
• Investigate and advise on aligning ServiceNow and Corporate Applications with the business and technology strategy
• Act as Tier 2 support for wide spread incidents impacting applications within the area of focus; liaise with core technical teams and vendors to resolve to SLA. Provide direction to other technical resources for upgrades, patching and monitoring as needed
• Will participate in a standby rotation including, evenings and weekends

What you will bring:

• Degree in Computer Science or related discipline, plus a minimum 7 years’ experience managing enterprise applications, including apps within a Windows-based environment and managing IT projects; or an equivalent combination of training and experience
• ITIL Foundation v3 or later accreditation preferred
• Experience with ServiceNow, Dayforce, Business Central (or other corporate applications) would be considered a definite advantage
• Demonstrated competency achieving outcomes via application lifecycle management best practices
• Experience developing workflows based on complex business requirements
• Demonstrated competency troubleshooting and resolving complex software issues quickly and efficiently to minimize impacts to business
• Experience managing applications within a Windows-based infrastructure environment
• Ability to communicate effectively orally and in writing, and to provide advice and recommendations on technical matters
• Ability to establish and maintain effective working relationships with a variety of internal and external contacts.

SECURITY REQUIREMENTS:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

WHAT WE OFFER:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary - with the opportunity for increases
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
• 100% paid extended health and dental benefits
• Pension – employer matched contributions to Municipal Pension Plan, a defined benefits plan
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

JOB DETAILS :

• Number of positions: 1
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Wage/Salary: P4 $ $120,369 to $ $145,000 depending on experience
• Employee Group: Exempt
• Department: Technology Services – E-Comm Application Services Team
• Location: Burnaby (Still Creek Drive, Burnaby, BC) / Hybrid
• CLOSING DATE FOR APPLICATIONS: May 3rd, 2024 @ 11.59pm

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca