Our New Westminster BC public sector client is urgently seeking a Senior Service Now Administrator for a 12-month contract position. This is a hybrid role 2 days in office and 3 days remote.
Senior Service Now Administrator (12 Month Contract)
Role: Hands-on client-side Service Now admin supporting a new ITSM platform implementation — from build through go-live and into stabilization/sustainment. Works alongside the implementation partner and internal teams; also mentors internal staff to build long-term platform capability.
Core Responsibilities
- Administer core ITSM modules:
Incident, Request, Change, Problem, Knowledge, Service Catalog, Service Operations Workspace - Manage users, groups, roles, ACLs, and access controls
- Configure business rules, client scripts, UI policies, Flow Designer flows, forms, notifications, catalog items
- Favor configuration/out-of-box solutions over heavy customization
- Handle data imports, transform maps, and data quality
- Review and validate implementation partner deliverables against best practices
- Track configuration issues, defects, and technical debt
- Manage environments/releases: update sets, cloning, testing, promotion, deployments
- Support integrations (REST, SOAP, Integration Hub)
- Create admin standards, runbooks, and support documentation
- Lead go-live readiness, cutover, hypercare, and transition to sustainment
- Mentor internal admins and technical staff
- Admin/operational documentation and runbooks
- Release & environment management procedures
- Configuration review reports (gaps, defects, tech debt)
- Security/access administration documentation
- Configuration/support docs for workflows, catalog, integrations
- Platform health & readiness assessments
- Knowledge transfer/handover materials
- Go-live and post-go-live support
- 5+ years hands-on Service Now admin experience, incl. one full implementation lifecycle
- Strong ITSM process knowledge
- Skilled in business rules, client scripts, UI policies/actions, ACLs, Flow Designer, Service Catalog
- Experience with update sets, cloning, release promotion
- Integration experience (REST/SOAP, Integration Hub, MID Server)
- JavaScript/Glide scripting (client & server)
- Experience coordinating with external implementation partners
- Strong technical-to-business communication skills
- Mentoring ability
Required:
Service Now Certified System Administrator (CSA)- Preferred: Service Now Certified Implementation Specialist (CIS) – ITSM; ITIL Foundation
- Experience with additional modules (e.g., ITOM, ITAM, CSM)
- Exposure to Automated Test Framework (ATF)
- Experience delivering in a public-sector or large enterprise environment
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About Match Box
Headquartered in downtown Vancouver and serving clients nationally, Match Box is one of the leading recruitment and solutions firms that specializes in the fields of IT & Technology, Engineering & Technical, Real Estate & Construction, and Accounting & Finance. We offer unrivaled expertise with our team's extensive experience in the recruitment and professional services industry. We are dedicated to building great connections and creating strong opportunities within the workforce and the labor market.
Equal Opportunities
Match Box is committed to providing equal opportunities for all applicants. We welcome and encourage applications from people of all backgrounds, including members of minority groups such as racialized individuals, people with disabilities, LGBTQ+ individuals, and Indigenous peoples. It is a priority for us that all candidates are treated fairly and without discrimination. Our recruitment teams receive ongoing training on using objective criteria for evaluating candidates and other related topics to create an inclusive and welcoming environment for all.
Work Permits
Please note that we require all interested candidates to obtain the necessary work permits from the Government of Canada prior to submitting an application. This position is open exclusively to individuals residing in Canada and legally authorized to work in Canada. Applications not meeting these criteria will not be considered.
Further Consideration
We receive a high volume of applications and are only able to contact candidates who are selected for further consideration.
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