Servicenow Technical Lead

2 weeks ago

Ottawa, Canada Canadian Institute for Health Information Full time

**Category**
- Information/Infrastructure Technology

**City**
- Ottawa, Toronto, Ontario, Canada
- ServiceNow Technical Lead
- Who we are
- We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include
- HOOPP Pension Plan (Defined Benefits Pension)
- Retirement Planning Program
- Generous vacation days for permanent and long-term contracts
- Work-life balance
- Career Planning Program
- Learning and Professional Development Program
- Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?
- Under the direction of the Manager Corporate Products, the Technical Lead is responsible for the delivery, maintenance, support, enhancement and continuous improvement of CIHI’s enterprise service management platform (ServiceNow). The Technical Lead works with the Senior Business Systems Analyst and the Manager, Corporate Products to ensure timely delivery of results and services that satisfy business and user requirements in ServiceNow. The Technical Lead serves as the primary contact between the practice/process owners and business users, and the Corporate Products team for the day-to-day maintenance, support and enhancements of ServiceNow.
- What you'll do
- Lead development team to deliver solutions for production ServiceNow releases through an Agile/Scrum process. This includes:

- initiating and maintain on-going contact with practice/product owners to ensure that users’ needs are being addressed through timely delivery of results, and that business and functional requirements are well-understood.
- providing leadership and guidance in the development of scalable and sustainable information flows/services/processes based on user requirements and specifications enhancements.
- developing and overseeing testing strategies and protocols for user acceptance and implementation of new and enhanced services/processes.- Working with the Senior Business Systems Analyst, the ITS Management, the ESM Steering Committee, provide best-practice leadership (e.g. ITIL) and guidance in the ongoing maintenance and implementation of CIHI’s enterprise service management program.
- Administers CIHI’s ServiceNow instance including managing the overall security of the platform, configuring Service Level Agreements (SLAs), developing workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions.
- Lead the team’s operational and technology development planning, including business requirements gathering, roadmap development, project planning, organizing and negotiating the allocation of resources.
- Provide leadership and guidance to assigned staff. Supervise, coach, allocate and monitor work, workload and performance of staff to ensure that quality is maintained and that learning opportunities are provided. Conduct annual performance management reviews by preparing and delivering PMP review documents or providing PMP input for supervised staff.
- Develop and demonstrate a thorough understanding of ITS systems development standards and methodologies, tools and techniques, and its underlying quality assurance principles and processes. Maintain current knowledge of industry best practices and future direction, and shares findings with other ITS teams.
- Demonstrate and maintain a thorough understanding and knowledge of CIHI policies that form the basis to existing business processes. Contribute to policy evolution and refinement and business and process re-engineering.
- Interact closely with other ITS resources to ensure successful system development according to the detailed specifications and industry best practices within architectural frameworks particularly ensuring engagement of the Architecture and Standards team in the design of solutions.
- Works with the team to provide report design and development expertise for both process
- and program-level reports. Identifies metrics to develop meaningful ESM/ITSM key performance indicator reports and leads knowledge transfer to operational teams. Provides on-going oversight on report timeliness and accuracy.
- As r

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