ServiceNow System Administrator & Team Supervisor

The Service Now  System Administrator and Team Supervisorprovidestechnical leadership, platform governance, and operational oversight for West Fraser’s Service Now environment aswell as Supervisor responsibilities for the Service Now Team.

This role ensures stability, scalability, and continuous improvement of the IT Service Management (ITSM) platform while guiding a Service Now team of Developers and Business Analysts and collaborating withcross-functionaltechnologyand business stakeholders. The position reports directly to the Manager Customer Service - IT.

• Team Leadership & Collaboration
• Lead the administration, configuration, and optimization of the Service Now platform, including ITSM, ITOM, CMDB, Discovery, Service Catalog, Workflow, and Automation modules.
• Oversee the design, implementation, and maintenance of Service Now solutions that support enterprise IT processes and business requirements.
• Ensure platform health through proactive monitoring, performance tuning, and lifecycle management (patching, upgrades, module deployments).
• Maintain and enforce platform governance, development standards, and best practices.
• Provide day-to-day leadership, mentorship, and technical guidance to Service Now team members.
• Coordinate workload, prioritize incoming requests, and ensuretimelyresolution of incidents, problems, and enhancement requests.
• Facilitate cross training, documentation, and knowledge sharing within the team.
• Collaborate with Infrastructure, Security, Applications, and Businessstakeholdersto align Service Now capabilities with organizational needs.
• Process & Workflow Development
• Work with process owners to design, document, and implement IT aligned workflows, automation, and service catalog items.
• Support the development and maintenance of a robust CMDB, ensuring data accuracy, discovery integration, and relationship mapping.
• Partner with the Security Team to ensure compliance, access controls, and secure configuration of the platform.
• Ensurethe platform meets and supportsSOX and internal control business requirements.
• Project Delivery & Continuous Improvement
• Lead or support Service Now related projects, including new module implementations, integrations, and enterprise automation initiatives.
  
  Evaluate new Service Now features and capabilities, recommending adoption strategies and coordinating testing and rollout.
• Drive continuous improvement of ITSM processes, reporting, dashboards, and KPIs.
• Review enhancement and project requests and prioritize work with stakeholders and the Customer Service Manager. Identify risks, constraints and resource gaps which may impact delivery

• Provide support for Service Now issues, escalations, and complex troubleshooting.
• Ensure platform availability, integrity, and continuity through proper change management and operational discipline.
• Collaborate with approved vendors and Service Now partners as required.

• Evening or weekend work may be required for scheduled maintenance, service interruptions, or project deadlines.
• Occasional travel within Canada and the United States may be required.
• Performadditionalresponsibilities as assigned by the department Manager

• Certificate, Diploma, or Degree in Information Technology, MIS, or related field; or 5+ years of relevant experience
• 3+ years ofhands onService
  
  Now administration experience
• 3+ years of team or supervisor experience
• Service Now certifications (CSA, CISITSM,CIS Discovery,CIS-HAM,CAD, ITIL, etc.) are strong assets
• Additional certifications such as ITIL Foundation, CompTIA Security+, orcloud related credentials are beneficial.
• Strong interpersonal skills, communication, leadership ability,teamwork and positive attitude
• Works well within a team environment as well as individually
• Must have excellent organizational and coordination skills
• Mustdemonstratesound analytical skills

• Benefits starting Day 1
• Competitive starting pay
• On-the-job training
• A culture that strongly believes in promoting from within
• Medical
• Dental
• Vision
• 401k with company matching & retirement contribution
• Employee Stock Purchase plan
• Life Insurance
• Disability Insurance
• Paid vacations and holidays
• Employee Assistance Program

West Fraser is a diversified wood products company producing lumber, OSB, LVL, MDF, plywood, pulp, newsprint, wood chips, and energy with over 60 facilities in Canada, the United States, and Europe. We are the largest lumber producer in North America, a leading global manufacturer of wood-based panels, and the world’s largest producer of oriented strand board (OSB). We are a growing company, believe strongly in promoting from within, and pride ourselves on providing a challenging environment with continuous development.

The successful candidate should be interested in future growth opportunities within the company

West Fraser is an Equal Opportunity Employer M/F/V/D & Drug-Free Workplace (DFW)