IT Specialist Systems - ServiceNow

Job Summary

Join Our Team as a ServiceNow Systems Specialist

Are you a proactive problem solver with a passion for operational excellence? Do you thrive in collaborative environments and have a knack for optimizing IT systems to support dynamic business needs? If so, we invite you to bring your skills to our team as a ServiceNow Systems Specialist.

In this role, you’ll be a key player in supporting and enhancing the City’s ServiceNow environment, with a focus on IT Service Management (ITSM), IT Asset Management (ITAM), and Strategic Portfolio Management (SPM) modules. You’ll provide day-to-day operational support, manage user access, and resolve incidents—all while helping shape the future of our ServiceNow capabilities through project involvement and process documentation aligned with industry best practices.

This is more than a support role. It’s an opportunity to influence how our technology supports business goals, serve as a trusted advisor to internal teams, and be part of a culture that values professionalism, initiative, and continuous improvement.

Duties and Responsibilities

Under the guidance of the ServiceNow Technical Lead, you will:

• Partner with business stakeholders to gather requirements, conduct impact assessments, and ensure systems align with compliance and governance standards.
• Support ServiceNow module implementations through test case development, user training, and documentation.
• Manage user access across modules and maintain license compliance.
• Troubleshoot technical issues, respond to incidents, and provide timely resolution.
• Continuously improve and maintain documentation to support operational efficiency.
• Build and enhance reports and dashboards to provide critical insights and data-driven support to leadership.
• Take on additional tasks as required to support IT operations and initiatives.

Skills and Qualifications

• A post-secondary education in Information Technology, Information Systems Management, Business Administration, or equivalent combination of education and work experience.
• A minimum of 3 years of IT operational support experience, with at least:
  • 2 years of hands-on experience working with the ServiceNow platform, specifically within the ITSM module (Incident Management, Change Management, Service Request, Knowledge Management, etc.).
  • 1 year of experience with the ITAM module (Hardware and Software Asset Management).
• Strong skills in creating dashboards and reports, including scheduled reports, within the ServiceNow platform.
• Proven ability to develop and maintain high-quality documentation—user guides, SOPs, knowledge articles, and OSAs.
• Excellent communication and interpersonal skills, with a strong focus on client service and working with diverse stakeholders, including senior leadership.
• Strong analytical thinking, decision-making, and organizational skills.
• A results-driven mindset with the ability to work both independently and in collaboration with cross-functional teams

Assets:

• ServiceNow Certified System Administrator (CSA)
• ITIL 4 Certification
• Experience working in municipal, provincial, or federal government environments