Service Management Lead

Job Description:
**About Us**

At Amica we are united in our purpose to provide the best care in Senior Living in a supportive environment. We are setting a new standard for senior living in Canada by combining unparalleled premium hospitality and amenities with expert care and support to deliver a personalized senior living experience. We are committed to enriching the lives of seniors now and as their needs change, and offer Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options. Established in 1996, we own and operate 32 residences in British Columbia, Alberta and Ontario, and continue to grow in select markets. Find out how you can become part of a team where you belong and make a real impact every day.

**The Opportunity**

Reporting to the Senior Manager, IT Service Delivery, the IT Service Management Lead/Analyst will administer, manage and support Amica’s ServiceNow platform and will lead the ITSM operational governance. To be successful in this role, you will need to be detail oriented, technically sound with a focus on processes, continuous service improvement and customer satisfaction.

**What you will be doing**

**ServiceNow Administration**
- SME for all requests or incidents related to ServiceNow.
- Manage all ServiceNow upgrades to maintain N-1 compliance via the change management process.
- Perform base ServiceNow administration. Manage external support vendors.
- Perform enhancements to improve end user experience.
- Work toward having ServiceNow being the main interface for the business to engage IT services.
- Manage the IT and end user knowledge bases.
- Perform analysis/continuous service improvements on existing processes, workflows, etc. and implement changes/improvements.
- Maintain/create configuration items, approval workflows, templates, tables, assignment groups, portal enhancements, etc., based on best practice.
- Maintain/create all ServiceNow reports and dashboards.
- Maintain proper license compliance.
- Create/maintain customer surveys and report on CSAT results.
- Perform analysis on processes outside of ServiceNow to determine if they should be moved into the platform. Business case and manage the implementation.
- Perform consulting services/education to other departments or users related to the use or functionality of ServiceNow.

**IT Service Management**
- Document and maintain IT Service Management Governance
- Perform consulting services/education to other departments or users related to ITSM.

**Change Management**
- Maintain governance policy and procedures.
- Chair Weekly Change Advisory Board Meeting.
- Report on weekly approved and unapproved changes.
- Report on Change Success and failures.
- Engage teams for review on failed changes.
- Create/maintain standard, normal, and emergency change process and templates.

**Problem Management**
- Vendor management
- Preform RCAs on all P1 incidents.
- Report on all RCA status
- Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.

**Incident and Request Management**
- Deliver aging ticket reporting and work with teams to reduce volumes which will drive customer satisfaction.
- Monitor ticket approvals to and engage/report where required to avoid delays in fulfilment.

**Service Level Management**
- Maintain SLAs in ServiceNow.
- Create reporting based on key SLAs.

**What we’re looking for**
- Bachelor's degree or college diploma in information systems support or related field from an accredited college or university.
- Minimum of 3 years of related experience administering ServiceNow.
- ITIL foundations V3 or higher certified.
- Experienced working within and managing IT service management disciplines - Change Management, Problem Management, Incident Management, Service Request Management, Service Level management.
- Experience with managing projects end to end. Experienced with the practices and principles of project management.
- Experienced with gathering business requirements and translating them into IT deliverables.
- Strong understanding of processes and workflows and operationalizing them.
- Read and interpret technical documents common to this environment.

**What you can expect from us**
- A diverse and inclusive environment where individual differences are celebrated, and you’re encouraged to be your best self
- A collaborative environment where we support each other to succeed as a team
- Learning opportunities to help you grow and support for professional development and designations
- Comprehensive benefit package including RRSP matching
- Participation in Amica’s Flex or Hybrid work model providing team members the opportunity to work a combination of days both in office and remotely
- Our office is centrally located in the financial district, on the PATH and the TTC subway line, and provides easy access to downtown amenities- Requests for accommodation can be made at any stage of the recruitment process providing the applicant