Senior Specialist, Service Management
Top Benefits
About the role
About Us FNHA Overview The First Nations Health Authority is a diverse and transformational health organization of professional, innovative, and dedicated team members and leaders.
The first of its kind in Canada, FNHA works as a health-and-wellness partner with BC First Nations to support self-determination and decision-making to improve health outcomes.
FNHA is proud to have been named one of BC’s Top Employers for 2025. Learn more about why we were selected here .
Title: Senior Specialist, Service Management
Salary: $99,899 - $117,528 - $135,158 per year (pay range explained below)
Contract: Permanent
Hours: 37.5 hours, 9:00am- 5:00pm (core hours 9am-3pm Mon-Fri)
Location: Coast Salish Territories: Metro Vancouver: Sinclair office – Hybrid (Hybrid working is an option in line with FNHA’s flex work policy).
About The Role As a Senior Specialist, Service Management, you will lead and execute on the vision for modern IT Service Management. You will be part of a team establishing a dedicated, strategic function focused squarely on elevating IT service delivery. The team is building and enhancing the platform and processes from a point where there's significant room for impactful change. Additionally, you will be translating business needs into scalable, high-performing solutions within ServiceNow, specifically focusing on maturing key areas like the Service Catalog, core ITSM processes, and performance reporting.
Duties & Responsibilities
- Leads the configuration, enhancement, and support of the core applications in the Service Management platform, including but not limited to User Interface (UI) platforms, such as service portals, platform portal, parent tables, forms, lists, catalogues, workflows, roles, system properties, business rules, reports and dashboards.
- Designs and develops ServiceNow product modules to ensure an enterprise scalable solution with high availability and high performance, and to ensure ease of use across the organization.
- Works with IMIT and FNHA leaders to design, build and implement new Service Management modules, features and functionality
- Leads the FNHA ServiceNow platform for addressing operational needs
- Leads the Configuration of ServiceNow's ITSM (IT Service Management) service catalog
- Provides ServiceNow expertise and Tier 3 support to IMIT teams and business areas
- Collaborates closely with internal IT teams (i.e. Tier 1/2/3) to ensure feasibility, effectiveness, and security of ServiceNow solution implementation and deployment
- Acts as a key contributor to innovate, and build proof of concept examples that can be leveraged across current and future Service Management solutions.
- Develops metrics to evaluate technical issues response time and resolutions
- Creates the ServiceNow tool adoption strategy and plan.
- Leads the strategy, planning, and implementation of the ITIL and ITSM best practices.
- Identifies current and anticipates future Service Management business requirements through discussions with stakeholders to understand their needs.
- Designs, builds, implements and maintains the IT Infrastructure Library (ITIL) framework and processes across IMIT projects and operations within the organization.
- Establishes and documents support policies, guidelines, and procedures based on ITIL framework.
- Performs other related duties as assigned
About You To be successful in this role you will have –
Education
- Bachelor’s Degree in Computer Science or related technical fields
Occupational Certification
- ITIL 4 Foundation Certificate, Essential
- ITIL Practitioner, Preferred
- DevOps Agile Skills Association (DASA) DevOps Fundamentals, Preferred
Experience
- 5 to 7 years of related experience in Service Management, and Service Management analytics related fields
- Minimum of 5+ years of experience in building solutions based Service Management applications.
- Expertise in designing, creating, and deploying integration of ServiceNow with third-party applications and or/tools if required
- Experience in creating dashboards in ServiceNow
Please refer to Job Specification section of the Job Description for more details .
Working at FNHA As a member of the team, you will have access to a wide range of employee benefits, including:
- Municipal Pension plan with an employer contribution of 9.31% (after 3 months)
- 3 weeks’ vacation, which increases with service to 4 weeks, plus 5 personal days, 1 volunteer day, and 14 public holidays including National Indigenous People’s Day, National Day of Truth and Reconciliation, Easter Monday and Boxing Day
- Access to group health benefits and a Health Care Spending Account through Canada Life on day 1 of employment
- And more!
The First Nations Health Authority is committed to respecting diversity within our workforce; preference will be given to individuals who identify as First Nations, Inuit, or Métis. Leading with culture, all FNHA employees complete San’yas Indigenous Cultural Safety Training. We support our family to be leaders in wellness and all staff members develop a yearly wellness plan as part of their performance partnership and goal-setting.
The Pay Range is the minimum and maximum annual salary based on full time equivalent hours.
Incumbents are typically hired, transferred or promoted between the minimum and midpoint of the range based on their knowledge, skills, abilities and experience in relation to the role requirements.
The top 10% of the pay range is for the incumbents who are industry experts in the job with the combination of exceptional experience and competencies needed to perform all duties and responsibilities at a superior capability level. Internal employee compensation will be determined as per the FNHA Employee Total Compensation Policy.
How To Apply If this sound likes the opportunity for you, please click on the 'Apply for Job' button.
Closing date: August 5, 2025 (at 23:59)
For more information about us, please visit: www.fnha.ca/about/work-with-us
For information about Cultural Safety and Humility (fnha.ca) and for information about Land Acknowledgements
If you have any inquiries or issues please contact FNHA Recruitment at careers@fnha.ca
Follow us at: Facebook Twitter LinkedIn Instagram
About First Nations Health Authority
The First Nations Health Authority (FNHA) is the first and only provincial First Nations Health Authority in Canada. Dedicated to transforming health services for First Nations and Aboriginal people in BC, the FNHA is improving the health of communities by advancing the quality of health care delivered to BC First Nations and Aboriginal people.
Senior Specialist, Service Management
Top Benefits
About the role
About Us FNHA Overview The First Nations Health Authority is a diverse and transformational health organization of professional, innovative, and dedicated team members and leaders.
The first of its kind in Canada, FNHA works as a health-and-wellness partner with BC First Nations to support self-determination and decision-making to improve health outcomes.
FNHA is proud to have been named one of BC’s Top Employers for 2025. Learn more about why we were selected here .
Title: Senior Specialist, Service Management
Salary: $99,899 - $117,528 - $135,158 per year (pay range explained below)
Contract: Permanent
Hours: 37.5 hours, 9:00am- 5:00pm (core hours 9am-3pm Mon-Fri)
Location: Coast Salish Territories: Metro Vancouver: Sinclair office – Hybrid (Hybrid working is an option in line with FNHA’s flex work policy).
About The Role As a Senior Specialist, Service Management, you will lead and execute on the vision for modern IT Service Management. You will be part of a team establishing a dedicated, strategic function focused squarely on elevating IT service delivery. The team is building and enhancing the platform and processes from a point where there's significant room for impactful change. Additionally, you will be translating business needs into scalable, high-performing solutions within ServiceNow, specifically focusing on maturing key areas like the Service Catalog, core ITSM processes, and performance reporting.
Duties & Responsibilities
- Leads the configuration, enhancement, and support of the core applications in the Service Management platform, including but not limited to User Interface (UI) platforms, such as service portals, platform portal, parent tables, forms, lists, catalogues, workflows, roles, system properties, business rules, reports and dashboards.
- Designs and develops ServiceNow product modules to ensure an enterprise scalable solution with high availability and high performance, and to ensure ease of use across the organization.
- Works with IMIT and FNHA leaders to design, build and implement new Service Management modules, features and functionality
- Leads the FNHA ServiceNow platform for addressing operational needs
- Leads the Configuration of ServiceNow's ITSM (IT Service Management) service catalog
- Provides ServiceNow expertise and Tier 3 support to IMIT teams and business areas
- Collaborates closely with internal IT teams (i.e. Tier 1/2/3) to ensure feasibility, effectiveness, and security of ServiceNow solution implementation and deployment
- Acts as a key contributor to innovate, and build proof of concept examples that can be leveraged across current and future Service Management solutions.
- Develops metrics to evaluate technical issues response time and resolutions
- Creates the ServiceNow tool adoption strategy and plan.
- Leads the strategy, planning, and implementation of the ITIL and ITSM best practices.
- Identifies current and anticipates future Service Management business requirements through discussions with stakeholders to understand their needs.
- Designs, builds, implements and maintains the IT Infrastructure Library (ITIL) framework and processes across IMIT projects and operations within the organization.
- Establishes and documents support policies, guidelines, and procedures based on ITIL framework.
- Performs other related duties as assigned
About You To be successful in this role you will have –
Education
- Bachelor’s Degree in Computer Science or related technical fields
Occupational Certification
- ITIL 4 Foundation Certificate, Essential
- ITIL Practitioner, Preferred
- DevOps Agile Skills Association (DASA) DevOps Fundamentals, Preferred
Experience
- 5 to 7 years of related experience in Service Management, and Service Management analytics related fields
- Minimum of 5+ years of experience in building solutions based Service Management applications.
- Expertise in designing, creating, and deploying integration of ServiceNow with third-party applications and or/tools if required
- Experience in creating dashboards in ServiceNow
Please refer to Job Specification section of the Job Description for more details .
Working at FNHA As a member of the team, you will have access to a wide range of employee benefits, including:
- Municipal Pension plan with an employer contribution of 9.31% (after 3 months)
- 3 weeks’ vacation, which increases with service to 4 weeks, plus 5 personal days, 1 volunteer day, and 14 public holidays including National Indigenous People’s Day, National Day of Truth and Reconciliation, Easter Monday and Boxing Day
- Access to group health benefits and a Health Care Spending Account through Canada Life on day 1 of employment
- And more!
The First Nations Health Authority is committed to respecting diversity within our workforce; preference will be given to individuals who identify as First Nations, Inuit, or Métis. Leading with culture, all FNHA employees complete San’yas Indigenous Cultural Safety Training. We support our family to be leaders in wellness and all staff members develop a yearly wellness plan as part of their performance partnership and goal-setting.
The Pay Range is the minimum and maximum annual salary based on full time equivalent hours.
Incumbents are typically hired, transferred or promoted between the minimum and midpoint of the range based on their knowledge, skills, abilities and experience in relation to the role requirements.
The top 10% of the pay range is for the incumbents who are industry experts in the job with the combination of exceptional experience and competencies needed to perform all duties and responsibilities at a superior capability level. Internal employee compensation will be determined as per the FNHA Employee Total Compensation Policy.
How To Apply If this sound likes the opportunity for you, please click on the 'Apply for Job' button.
Closing date: August 5, 2025 (at 23:59)
For more information about us, please visit: www.fnha.ca/about/work-with-us
For information about Cultural Safety and Humility (fnha.ca) and for information about Land Acknowledgements
If you have any inquiries or issues please contact FNHA Recruitment at careers@fnha.ca
Follow us at: Facebook Twitter LinkedIn Instagram
About First Nations Health Authority
The First Nations Health Authority (FNHA) is the first and only provincial First Nations Health Authority in Canada. Dedicated to transforming health services for First Nations and Aboriginal people in BC, the FNHA is improving the health of communities by advancing the quality of health care delivered to BC First Nations and Aboriginal people.