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Platform Engineer Associate
2 months ago
About the Role
As a Platform Engineer Associate at Export Development Canada, you will play a key role in supporting the organization's digital transformation initiatives. You will be responsible for ensuring a seamless experience for employees and business stakeholders by providing expert-level support for the ServiceNow platform.
Key Responsibilities
- Manage daily operational tasks
- Accompany clients throughout the problem-solving process
- Track tickets and ensure issues are resolved to satisfaction
- Take appropriate measures to prevent the same issue from recurring
- Contribute to service method improvements
- Communicate with clients to identify needs and actively participate in their resolution
- Document problems, client interactions, measures taken, relevant information collected, and resolutions to form the basis of knowledge
- Participate in technical governance procedures and their improvement
- Identify operational needs and recommend improvement strategies
- Create monthly reports
- Ensure supervision and coordination of major incidents, examine and validate long-term solutions to mitigate future problems
- Analyze root causes and develop control models and references for typical platform issues
- Contribute to the definition and application of technical governance
- Mastery of ServiceNow ITSM: advanced ability to create reports, queries, dashboards
- Collaborate with offshore teams and other IT teams
- Maintain a level of knowledge of ServiceNow technology at a high level
Requirements
- Bachelor's degree in Computer Science or a closely related field, or equivalent combination
- At least 1 year of experience using the ServiceNow platform or a similar enterprise platform
- At least one ServiceNow certification
Preferred Qualifications
- Mastery of ServiceNow CSM and other commercial modules
- Mastery of ServiceNow ITSM: advanced ability to create reports, dashboards, and manipulate data for technical analysis and trend analysis
- Mastery of AppEngine, data management in ServiceNow
- Mastery of command consoles, Bash/PowerShell, and understanding of commonly used scripts in Windows environments
- Mastery of the Microsoft 365 suite
- Mastery of both official languages (English and French)
