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IT Advisor, Servicenow Technical Support

4 months ago

Burnaby, Canada BC Hydro Full time

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that’s where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be
ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
build an even cleaner B.C.

**JOB DESCRIPTION**
**Duties**:

- Provide operational management and technical leadership for ServiceNow IT Service

Management platform.
- Manage ServiceNow environments and ensure all instances are updated on an as required

basis.
- Perform regular review of system platform configuration and enhancements to identify

opportunities to improve customer experience.
- Monitor incident, problem and request tickets to ensure trouble calls and support requirements

are dealt with in a timely, and effective manner to ensure SLA is met.
- Oversee submission of changes to the ServiceNow change advisory board.
- Collaborate with ServiceNow vendor support, and internal ServiceNow architecture team

concerning technical aspects of annual upgrade, patch installation and hot fixes.
- Provide input to ServiceNow solution roadmaps and work programs.
- Oversee and validate System Administrators translation of business requirements to technical

requirements on development and configuration.
- Consult and confirm business requirements with Business Analysts, Process Owners and

business counterparts on a required basis.
- Oversee the creation and maintenance of knowledge articles related to the use of the
- ServiceNow platform.- Oversee the creation and maintenance of operational documentation and standard operating

procedures to reduce support risk and inefficiency.
- Knowledge, Skills and Abilities:
- Functional and technical knowledge on ServiceNow including but not limited to incident,

problem, request, service catalogue, service asset and configuration management, knowledge,
- event, service level, service portal, system integration, discovery and service mapping (ITOM),
- and reporting.- Ability to engage stakeholders, facilitate discussions, and provide solutions.
- Excellent written and oral communications skills.
- Effective presentation skills, including the ability to convey complex technical issues to diverse

audience.- Solid understanding and working knowledge of infrastructure / network support, and system

integrations.**Qualifications**:
***
- Bachelor degree in Computer Science or equivalent.

support.- 3+ years of management experience for technical professionals.
- ITIL Foundation certification.
- ServiceNow System Administrator certification.
- Other ServiceNow certificates are considered as assets.
- Applicants who do not meet the full qualifications or those with lesser work experience may be

considered for this position.

**ADDITIONAL INFORMATION**
- This is a 1 year FTT position.

PN 2023112

We're always looking for exceptional people to bring new ideas, fresh thinking and the motivation
to help shape the electricity system in B.C. It's an exciting time to be a part of our team as we
invest in our system and prepare to meet the challenges of tomorrow.

Our values guide our work. Want to join us?

We are safe.

We are here for our customers.
We are one team.
We include everyone.
We act with integrity and respect.
We are forward thinking.

BC Hydro is an equal opportunity employer.

minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual
orientations and gender identities, and others with the skills and knowledge to productively
engage with diverse communities.

We are also happy to provide reasonable accommodations throughout the selection process and

BC Hydro has a COVID-19 Vaccination Policy that requires employees to have a full series of
COVID-19 vaccine and provide proof of vaccination on request. This Policy is currently suspended
but may resume at BC Hydro's discretion. While the Policy is suspended, all new employees are
required to disclose their vaccination status to BC Hydro.

Flexible work model role definitions
===========================
Our four role types identify the degree of flexibility an employee could have to work from home
based on the type of work they do. The flexibility for an individual job is up to the manager for
each position and the operational requirements. Employees also have the right to work full-time
from the office if they prefer. All of our roles require at least some in-person time.

IBEW/Field - No option to work from