ServiceNow Technical Lead

3 weeks 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, following the Bank's standards for software development life cycle and ITIL framework.

Key Responsibilities

  • Collaborate with developers, admins, business analysts, business units, and external vendors to gather and analyze requirements, propose solutions, and provide estimates for ServiceNow projects and initiatives.
  • Ensure that the ServiceNow platform and applications are aligned with the Technology strategy and roadmap, and adheres to the Bank's policies, standards, and best practices.
  • Provide technical leadership, mentorship, and coaching to the ServiceNow developers and administrators within the ServiceNow Centre of Excellence and oversee their work quality and performance.
  • Manage the configuration, administration, and maintenance of the ServiceNow platform, including security, integrations, workflows, automation, and reporting.
  • Assist in the monitoring and troubleshooting of the ServiceNow platform and applications and resolve any issues or incidents in a timely and effective manner.
  • Support the application rollout and upgrade projects by working with the internal teams and vendors and coordinate the 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 on a timely basis, ensuring all stakeholders are kept informed and updated.

Requirements

  • 8 or more years of experience in the field of Information Technology, with advanced experience of at least 5 years of experience in ServiceNow development and administration in a senior role
  • Experience with technical leadership within a team would be considered an asset.
  • Post secondary education, preferably in the areas of 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. Agile designation(s) would be considered an asset.
  • Good knowledge of ITIL framework and related support processes. ITIL designation(s) would be considered an asset.
  • Self-starter with the ability to quickly grasp complex issues. Able to break down issues for general audience.
  • Passionate about delivering exceptional end-user experiences.
  • Ability to translate requirements into executable solutions within the platform.
  • Strong administration mind-set with advanced security acumen.
  • Strong verbal and written communication skills.

What We Offer

Equitable Bank offers a competitive discretionary bonus, market leading RRSP match program, medical, dental, vision, life, and disability benefits, employee share purchase plan, maternity/parental top-up, generous vacation policy, personal days, and virtual events to connect with colleagues.

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