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Job Description & How to Apply Below
About BFG
BFG is a 100% Canadian, national IT and electrical services company. We deliver coast-to-coast field services, implementation, and a 24/7 Support and deployment center staffed by BFG employees, supporting some of Canada's largest national retailers and enterprise businesses.
Role Summary
The Intermediate Service Now Administrator / Developer supports, configures, and enhances BFG's and clients Service Now platforms. Working under the direction of the Senior Product Development Specialist, you will handle day-to-day administration, build and test enhancements, and support the integrations and workflows behind our 24/7 operations. This role suits someone with solid hands-on Service Now experience who is ready to take on more complex development work.
Key Responsibilities
Platform Administration
Perform day-to-day administration of Service Now, including users, groups, roles, access controls, and data quality.
Resolve and troubleshoot platform issues for internal users and external clients, escalating complex problems as needed.
Assist with upgrades, patches, and family releases, including regression testing.
Monitor platform health and performance.
Development & Configuration
Configure and develop business rules, client scripts, UI policies, UI actions, and script includes.
Build and maintain Flow Designer flows, catalog items, and record producers.
Support enhancements to Service Now modules, as required.
Build reports and dashboards for operational and customer reporting.
Integration Support
Support and troubleshoot integrations between Service Now and other enterprise systems using REST/SOAP APIs and Integration Hub.
Help build and enhance integrations under the guidance of senior team members.
Requirements & Delivery
Take part in requirements sessions and help document user stories, specifications, and test cases.
Contribute to sprint planning, testing/UAT, and deployments using update sets and standard release practices.
Support trials, testing, and root cause analysis alongside cross-functional teams.
Documentation & Improvement
Maintain configuration documentation, guidelines, and runbooks.
Identify and recommend improvements to platform processes, automation, and user experience.
Other duties as assigned.
Qualifications
Required
Diploma or degree in Computer Science, Information Technology, or a related field, or equivalent experience.
2-4 years of hands-on Service Now administration and/or development experience.
Working proficiency in JavaScript and Glide Script (server- and client-side APIs).
Experience with Flow Designer, business rules, client scripts, and ACLs.
Understanding of REST/SOAP APIs and basic integration troubleshooting.
Exposure to Agile/Scrum delivery.
Strong communication, analytical, and problem-solving skills.
Preferred
Service Now Certified System Administrator (CSA).
Service Now Certified Application Developer (CAD) or a Certified Implementation Specialist (CIS) credential in a relevant module.
Experience with Integration Hub, Service Portal, or Workspace configuration.
Experience in IT services, field services, or managed services environments.
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