System Administrator

6 months ago

Ottawa, Canada IFS Full time

**Company Description**
IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters-at the Moment of Service. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a **global, diverse environment;** you will be joining a **winning team** with a **commitment to sustainability;** and a company where we get things done so that you can **make a positive impact** on the world.

We’re looking for innovative and original thinkers to work in an environment where you can **#MakeYourMoment** so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Work consists of managing, triaging and resolving items in the work queues (e.g. incidents, enhancements requests, access requests); configuring core ITSM, CSM, ITOM & CMDB modules including the service catalog and service portal; participating in platform clones, patching and upgrades; building workflows; managing instance security, user/group access; creating and maintaining operational process and technical documentation; automating and improving standard support and fulfilment processes.

**Essential Duties and Accountabilities**:

- Build, maintain, and utilize a thorough knowledge of ServiceNow, best practices, and system administration best practices and guidelines.
- Instance cloning; A-Z process including communication, planning, preparation, follow ups, clone execution, post clone support etc.
- Instance upgrade; A-Z process including communication, planning, preparation, follow ups, upgrade execution, post upgrade support etc.
- Assist and coordinate ESM release management and UAT process on regular basis.
- Triage, resolve and close ESM related incidents and requests on a daily basis.
- Understand and work with Incident, Request, Change, Problem, Users/Groups/Roles access processes and be able to guide others in these processes.
- Develop and/or enhance KB articles for both platform and frontend user.
- Troubleshoot technical & process issues, resulting in timely resolution or escalation of user incidents.
- Create and maintain library of technical and process documentation related to system administration.
- Mentor and guide more junior staff.

**Qualifications** Essential**:

- Certified ServiceNow System Administrator (CSA)
- Relevant ServiceNow micro certifications.
- 3-4 years experience with ServiceNow
- Excellent communication and collaboration skills in English language
- Bachelor’s degree in Computer Information Technology or related field (or equivalent training / experience)
- Ability to work in a fast-paced, ever changing environment

**Desirable**:

- ITIL v3/4 Foundations Certification
- Experience with Agile development methodology
- Knowledge in Configuration Management CMDB
- Knowledge in ITOM
- Knowledge in Customer Service Management
- Fundamental understanding of IT infrastructure management

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