David Aplin Group, one of Canada’s Best Managed Companies, has partnered with our client to recruit for a ServiceNow Client/Server Applications Analyst based in Toronto, ON.

The analyst will be responsible for administration, support, and development of the mission-critical IT Service management/Enterprise Service Management platform (e.g. ServiceNow), in support of enterprise support function, as well as other Enterprise Client/Server and SaaS applications.

The Role:

  • Maintain the IT Service Management (ITSM)/Enterprise Service Management (ESM) systems in both Production and pre-Production environments
  • Design and execution to update, or implement new modules or expand existing functionality for the ITSM/ESM system
  • Research and recommend to the Supervisor, new application modules or functionality required to enhance the performance of the system
  • Work with process/module owners, managers, and functional teams to maintain and enhance existing modules/functionality
  • Define requirements, workflows, participate in all build/configuration, testing, and implementation activities to meet specifications of a project or service request
  • Set-up and maintain listings of groups, locations, users, and assignments, categorization, and other application data
  • Act at the highest level of escalation for technical problem resolution for any problems with the ITSM/ESM system
  • Identify, integrate and test IT Tools requirements to enhance ITSM/ESM system and ensure compatibility through testing, and identify, integrate and test IT Tools requirements to enhance integration applications, and ensure compatibility through testing
  • Manage Discovery processes and related Service-Mapping settings/processes
  • Maintain health of CMDB and of environment

Client/Server and SaaS Applications Responsibilities:

  • Maintain the Enterprise Support Software on the Development Server and the Production Server as well as ensuring back up of session critical data
  • Test and evaluate upgrades or software patches on the pre-Production environment, and when stable, implement application changes as required on the Production environment to ensure optimization of the system
  • Research and recommend to the Supervisor, new application modules or functionality required to enhance the performance of the system
  • Work with application owners, managers, and functional teams to maintain and enhance existing modules/functionality
  • Define requirements, participate in all build/configuration, testing, and implementation activities to meet specifications of a project or service request
  • Assist with new user accounts, reset passwords, and maintain user accounts to ensure accuracy and consistency of data
  • Responsible for ensuring health of the system, performance, scheduling, and monitoring of all required maintenance and software upgrades
  • Participate in the design/implementation of application changes to meet the on-going need of the enterprise support operations
  • Responsible for documenting and maintaining a detailed record describing every step performed of all changes or updates including modifications description, impact assessment, and procedures to restore if problem discovered
  • Develop preventive, corrective predictive maintenance processes and performance monitoring, reporting, and optimization methods and tools to increase performance
  • Research, resolve, and respond to highly technical complex questions in accordance with current standards
  • Manage outstanding problem escalation and time-sensitive issues and determine appropriate action, and notify requester of application problem resolution closure
  • Execute the project activities as directed by the Supervisor
  • Liaise with vendors, support and consult to acquire, maintain, and expand knowledge of relevant products, product upgrades, support policies, new directions, and methods of support delivery, in order to provide technically accurate solutions
  • Responsible for communicating scheduled interruptions, or expectations to the client base as well as issues affecting the operations of the system, outages, and disruptions
  • Under the direction of the Supervisor, manage outstanding problem escalation and time-sensitive issues, and communicate scheduled interruptions to the client base as well as issues affecting the operations of the system
  • Periodically may be assigned to other functional areas within Information Technology

The Ideal Candidate:

  • 2+ years’ hands-on design, development, and deployment experience with the ServiceNow platform
  • Experience with ServiceNow administration and support (in current or n-1 product versions_
  • Familiarity with Now Platform
  • Familiarity with ServiceNow modules including ITSM, CSM, ChatBot, Virtual Agent, Discovery, ServiceMapping, IntegrationHub, Mobile Application(s)
  • Recognized as a source of knowledge on ServiceNow, both functional and technical operations
  • Certified in ServiceNow Foundations/ServiceNow System Administrator
  • Strong working knowledge of the Enterprise Support Software programming in ServiceNow
  • Certification acquired (e.g. ITIL Training/Certification) or knowledge of IT Service Management and Administration
  • Knowledgeable in relevant ServiceNow development and support technologies (e.g. Scripting: JavaScript, XML, Web Services, HTML, CSS, Angular JS, Apache Jelly, JQuery/node.js/Bootstrap)

General Qualifications:

  • University degree in Computer Science or related field with 3 years’ progressively responsible experience with application management within an Information Technology environment or an equivalent combination of education and experience
  • Hands-on experience managing enterprise applications (cloud and client/server)
  • Strong experience in requirements gathering
  • Hands-on experience with relational database management systems (e.g. Oracle)
  • Strong understanding of inter-relationships of network systems and protocols (and related network/connectivity hardware and software components
  • Working knowledge of Client/Server and SaaS software applications
  • Understanding of IT technology and common architectures
  • Understanding of IT support processes
  • Working and technical knowledge of client workstation technology products
  • Good oral, written, interpersonal, and organizational skills
  • Knowledge and experience of the DevOps and Agile delivery (preferred)

If you are interested in this position and meet the above criteria, please click the Apply button to send your resume in confidence directly to Matthew Grieve , Recruiter, Aplin Information Technology. Visit our website at www.aplin.com to view our job opportunities, career tips, and tools. We thank all applicants; however, only those selected for an interview will be contacted.

WE APPRECIATE YOUR INTEREST IN DAVID APLIN GROUP.

If this is your first introduction to us, we invite you to become one of our satisfied candidates. David Aplin Group has been Canadian owned since 1975. Our professional consultants are passionate about helping you find a fulfilling job or career and ensuring your complete satisfaction with our process. Our proven track record, nearly four decades long, is largely due to our team of highly skilled and successful specialists. Through superior service and a commitment to long-term relationships, we provide deep specialization in core areas for complete recruiting and HR solutions across Canada – all from one source. We look forward to exceeding your expectations!

Learn more about David Aplin Group and view all of our current job opportunities, career tips, and tools at www.aplin.com.

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