Servicenow Administrator

**About Queen's University**

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

Come work with us

**Job Summary**

**A Brief Overview**
Do you enjoy supporting clients in solving complex business problems and like to stay ahead of the technology curve? Do you like to administer, develop and continuously improve a leading technology platform? Do you want to work in an environment where creativity and teamwork is encouraged? If so, joining the IT Services team as a ServiceNow Administrator might be for you.

IT Services is looking for an experienced ServiceNow Administrator to help optimize and maintain solutions on the ServiceNow platform. Your expertise in administering ServiceNow will be pivotal as you collaborate with a diverse group of professionals, including IT specialists, leaders, and support teams across the institution. Your innovative mindset and problem-solving skills will be essential in identifying areas for improvement and creating customized solutions tailored to the unique needs of our institution.

**What you will do**
- Provides technical expertise and recommendations to create or modify a platform including analysis of business requirements and recommendation of solutions.
- Plans and prepares for the implementation and testing of new platform solutions.
- Provides expertise to diagnose, support, and resolve platform issues.
- Updates and maintains processes and documentation relating to ongoing platform administration, maintenance, configuration, integrations, upgrades, and release management.
- Assists with planning for and developing technical tasks for configuration and implementation of platform components.
- Other duties as required in support of the department and/or unit.

**Required Education**
- Four-Year Bachelor Degree in an information technology or engineering discipline or equivalent is preferred. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

**Required Experience**
- More than 3 years and up to and including 5 years of experience.
- Experience with software and web technologies considered an asset (e.g., ServiceNow, Customer Relationship Management (CRM), other software packaging, etc.).

**Required Licenses and Certifications**
- A ServiceNow System Administrator certification considered an asset.
- Consideration will be given to an equivalent combination of education and experience.

**Job Knowledge and Requirements**
- Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
- Provide effective consultation and advice on non-straightforward and/or complex issues.
- Interaction with others requires interpersonal skills and the ability to understand and influence.
- Adapt messages to meet the different needs of different audiences.
- Builds relationships, trust and credibility.
- Prioritize and distribute work to deliver objectives on time and to the highest standard.
- Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
- Actively participate in project team meetings and develop individual and unit project plans.
- Lead procedural or technological change within a unit.
- Identify opportunities to improve the effectiveness and efficiency of work processes.
- Seek information and input to fully understand the cause of problems.
- Appropriately assesses risks before making a decision.
- Contribute to the creation and evaluation of possible solutions.
- Take action to remove obstacles and address problems before they impact performance and results.
- Promote a work environment that is free from sexual violence, harassment and discrimination, and the ability to show empathy for those who have experienced trauma.

**Employment Equity and Accessibility Statement