About the role

The ServiceNow Analyst with a focus on IT Service Management (ITSM) will be a key contributor to the configuration, implementation, and enhancement of ServiceNow ITSM modules. While primarily working within the IT Service Management Team, the role will also involve a reporting relationship to the ServiceNow Team, with work efforts federated by the ServiceNow Product Owners. This setup ensures alignment with both team objectives and the broader ServiceNow strategy.

What you'll do here:

• Collaborative Process Management: Work closely with both the IT Service Management team and the ServiceNow product owners to implement and manage ITSM processes, particularly focusing on Incident, Problem, and Change Management within the ServiceNow platform.

• Platform Configuration: Partner with ServiceNow product owners to configure ITSM modules in alignment with organizational requirements and industry best practices, ensuring integration and coherence across all IT services.

• Process Improvement and Change Management: Collaborate with process owners and stakeholders to analyze and enhance ITSM processes, facilitating changes through structured change management practices in conjunction with ServiceNow guidance.

• Incident and Problem Resolution: Actively monitor and address incidents and problems, coordinating with IT teams and leveraging ServiceNow functionalities to enhance service delivery.

• Metrics and Reporting Support: Develop shared dashboards and reports under the guidance of ServiceNow product owners, tracking KPIs and SLAs to provide insights into process performance and areas for improvement.

• Cross-Functional Training and Support: Provide training and support for ITSM tools and processes to end users and IT team members, while also aligning with ServiceNow team methodologies to ensure consistency.

• Documentation and Knowledge Sharing: Contribute to comprehensive documentation of ITSM processes and ServiceNow configurations, promoting knowledge sharing between the ITSM and ServiceNow teams.

What you bring to the table:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Demonstrated experience with ServiceNow ITSM modules in a collaborative team environment.
• Strong understanding of ITIL framework and ITSM best practices.
• ServiceNow Certified System Administrator (CSA) and ITIL Foundation certification is highly desirable.
• Excellent problem-solving and interpersonal skills, with the ability to work effectively within a dual-reporting structure.
• Strong communication skills to engage with cross-functional teams and stakeholders.
• Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada

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