IT Operations Analyst – ServiceNow

About Compugen
Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen

Our Culture
We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview:
The IT Operations Analyst plays a key role in optimizing, maintaining, and supporting enterprise IT services through a combination of ServiceNow administration, Azure and Microsoft 365 management, and ITIL aligned process improvement. This role ensures operational efficiency, compliance, and continuous service improvement by leveraging technology, analytics, and collaboration with cross-functional teams.
Key Responsibilities:

• Monitor and analyze daily IT operational performance across systems and processes to identify trends, inefficiencies, and opportunities for improvement.
• Support IT governance, compliance, and change management activities in alignment with ITIL best practices and internal standards.
• Administer and enhance ServiceNow, including the creation and maintenance of forms, fields, workflows, notifications, SLAs, and service catalogs.
• Manage user access, roles, and security groups within Microsoft Entra ID (Azure AD) and Microsoft 365 environments.
• Oversee Azure administration tasks such as identity management, group policies, resource access, and monitoring.
• Collaborate with teams to streamline workflows, improve system reliability, and drive automation using tools such as Flow Designer and Automation Engine.
• Manage and track service requests and incidents through ticketing platforms (ServiceNow, Jira), ensuring SLA compliance and timely resolution.
• Develop and maintain documentation, process maps, and knowledge base materials to ensure operational consistency.
• Provide Tier 1 and Tier 2 technical support across Microsoft 365 tools (Outlook, Teams, SharePoint, OneDrive), escalating complex issues as required.
• Coordinate and execute small-scale technology or process improvement projects, including upgrades, deployments, and procedural enhancements.
• Partner with stakeholders to perform root cause analyses on recurring issues and recommend sustainable, automated solutions.
• Generate and maintain operational dashboards, reports, and analytics to guide leadership decisions and resource planning.

Skills & Qualifications:

• Deep understanding of ITIL processes (Incident, Problem, Change, Request, Asset, CMDB, etc.) and how they integrate within ServiceNow modules.
• Proficiency in Azure Administration and Microsoft 365 ecosystem management.
• Hands-on configuration experience in ServiceNow — including workflows, catalogs, SLAs, notifications, and dashboards.
• Scripting experience using JavaScript (Glide API) for automation and customization within ServiceNow.
• Experience integrating ServiceNow with external systems using REST/SOAP APIs, LDAP, or email.
• Ability to design scalable, automated workflows and balance customization versus out-of-the-box solutions.
• Strong understanding of how technical solutions align with business needs and IT governance.

Equity Statement
At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.