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ServiceNow ITSM Specialist for Digital Transformation

2 months ago

Laval, Quebec, Canada Export Development Canada Full time

Export Development Canada, a financial Crown corporation dedicated to supporting Canadian businesses, is seeking a ServiceNow ITSM Specialist. This role involves managing the ITSM module and collaborating with cross-functional teams to enhance efficiency and user satisfaction.

About the Role

This position requires a deep understanding of ITSM best practices, including process design, implementation, and improvement. The successful candidate will work closely with stakeholders to gather and analyze business requirements, and translate them into enhancements using ServiceNow development tools such as workflows, client scripts, and business rules.

The ideal candidate will have a strong proficiency in ServiceNow development, advanced experience participating in sprint planning, agile development, and backlog prioritization, and proven ability to collect, analyze, and document business requirements.

We are looking for an experienced ServiceNow Administrator with a minimum of 5 years of hands-on experience, focusing on the ITSM module. A ServiceNow Certified System Administrator (CSA) certification is required, along with strong written and verbal communication skills to effectively communicate complex technical concepts to both technical and non-technical stakeholders.

About the Team

You will be part of the Digital & Technology Solutions group, established in 2023 to empower customers and colleagues to take on the world by delivering secure and reliable digital experiences. Our objectives include defining, executing, and sustaining the integrated technology target state, target data model, and technology operations required to enable EDC's 2030 business transformation.

What We Offer

We offer a competitive salary, ranging from $92,355 to $123,140 annually, based on qualifications and experiences, plus a performance-based incentive. As a hybrid work environment, you can perform your duties from our headquarters in Ottawa or from one of our Community Hubs in Mississauga, Toronto, Montreal, Laval, or Brossard. Relocation assistance is available for eligible candidates.

Requirements
  • Completed degree or diploma in Computer Science or relevant field
  • Minimum 5 years of hands-on experience as a ServiceNow Administrator, focusing on the ITSM module
  • ServiceNow Certified System Administrator (CSA)
  • Strong proficiency in ServiceNow development (workflows, client scripts, business rules, UI policies)
  • Demonstrated experience managing ServiceNow platform enhancements, configurations, and customizations
  • Advanced experience participating in sprint planning, agile development, and backlog prioritization using tools such as ADO or ServiceNow Agile Development
  • Proven ability to collect, analyze, and document business requirements, and work with technical teams to translate them into enhancements
  • Experience with ITSM integrations with CMDB, ITOM, or other modules (e.g., Asset Management, CSM, or Security Operations)
  • Understanding of ITIL framework and ITSM best practices, including the ability to design, implement, and improve core ITSM processes
  • Ability to work autonomously, prioritize tasks, and manage multiple initiatives simultaneously
  • Excellent written and verbal communication skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders