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ServiceNow Technical Lead

1 month ago

Toronto, Ontario, Canada Equitable Bank Full time
About the Role

The ServiceNow Technical Lead will be responsible for overseeing the design, development, testing, and deployment of ServiceNow applications and enhancements, ensuring alignment with the Bank's standards for software development life cycle and ITIL framework.

Key Responsibilities
  • Collaborate with developers, admins, business analysts, and external vendors to gather and analyze requirements, propose solutions, and provide estimates for ServiceNow projects and initiatives.
  • Ensure the ServiceNow platform and applications are aligned with the Technology strategy and roadmap, and adhere to the Bank's policies, standards, and best practices.
  • Provide technical leadership, mentorship, and coaching to ServiceNow developers and administrators, overseeing their work quality and performance.
  • Manage the configuration, administration, and maintenance of the ServiceNow platform, including security, integrations, workflows, automation, and reporting.
  • Assist in monitoring and troubleshooting the ServiceNow platform and applications, resolving issues or incidents in a timely and effective manner.
  • Support application rollout and upgrade projects by working with internal teams and vendors, coordinating change management and release management processes.
  • Prepare and maintain technical documentation, training materials, and user guides for the ServiceNow platform and applications.
  • Communicate and follow up on all issues and projects, ensuring all stakeholders are informed and updated.
Requirements
  • 8 or more years of experience in Information Technology, with advanced experience of at least 5 years in ServiceNow development and administration in a senior role.
  • Experience with technical leadership within a team is considered an asset.
  • Post-secondary education, preferably in Information Technology or Computer Science, and/or equivalent experience.
  • Certification in ServiceNow System Administrator, ServiceNow Application Developer, or equivalent experience.
  • Advanced experience with ServiceNow modules, such as ITSM, ITOM, ITAM, HRSD, and FSM.
  • Experience in CSDM adoption and CMDB concepts.
  • Proficient in ServiceNow scripting and development tools, such as JavaScript, HTML, CSS, AngularJS, REST API, and Glide.
  • Hands-on problem-solving skills and a proven ability to debug and troubleshoot technical issues.
  • Good knowledge of Software Development Life Cycle (SDLC) concepts and best practices for both waterfall and agile methodologies.
  • Good knowledge of ITIL framework and related support processes.
  • Self-starter with the ability to quickly grasp complex issues, able to break down issues for a general audience.
  • Passionate about delivering exceptional end-user experiences.
  • Ability to translate requirements into executable solutions within the platform.
  • Strong administration mindset with advanced security acumen.
  • Strong verbal and written communication skills.