ServiceNow Administrator

Do you enjoy supporting clients in solving complex business problems and like to stay ahead of the technology curve? Do you like to develop and continuously improve a leading technology platform? Do you want to work in an environment where creativity and teamwork is encouraged, and remote work is an option? If so, joining the IT Services team as a Service Now Administrator might be for you.

Queen's University IT Services is looking for a self-directed individual to become proficient in the administration, development, and architecture of the Service Now platform. We are looking for someone with a high degree of technical knowledge, and a proven track record of skill development and willingness to take on new challenges. This position will play a key role in helping the university achieve its digital transformation goals.

This position provides technical expertise and recommendations to create or modify a platform including analysis of business requirements and recommendation of solutions. This position plans and prepares for the implementation and testing of new platform solutions. This position provides expertise to diagnose, support and resolve platform issues. This position also develops platforms, including the creation and integration of dashboards, workflows, third-party integrations, and custom applications.

This position requires a strong communicator with the ability work with both technical teams and business users to solve problems across the enterprise.

The Service Now Administrator will occasionally need to work outside of normal business hours to resolve platform impacting incidents and to perform system upgrades.

• Provides technical expertise and recommendations to create or modify a platform including analysis of business requirements and recommendation of solutions.
• Plans and prepares for the implementation and testing of new platform solutions.
• Provides expertise to diagnose, support, and resolve platform issues.
• Develops platforms, including the creation and integration of dashboards, workflows, third-party integrations, and custom applications.
• Updates and maintains processes and documentation relating to ongoing platform administration, maintenance, configuration, integrations, upgrades, and release management.
• Assists with planning for and developing technical tasks for configuration and implementation of platform components.
• Other duties as required in support of the department and/or unit.

• Four-Year Bachelor Degree or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

• More than 3 years and up to and including 5 years of experience.
• Experience with software and web technologies considered an asset (e.g., Service Now, Customer Relationship Management (CRM), other software packaging, etc.).

• A Service Now System Administrator certification considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

• Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
• Provide effective consultation and advice on non-straightforward and/or complex issues.
• Interaction with others requires interpersonal skills and the ability to understand and influence.
• Adapt messages to meet the different needs of different audiences.
• Builds relationships, trust and credibility.
• Prioritize and distribute work to deliver objectives on time and to the highest standard.
• Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
• Actively participate in project team meetings and develop individual and unit project plans.
• Lead procedural or technological change within a unit.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Seek information and input to fully understand the cause of problems.
• Appropriately assesses risks before making a decision.
• Contribute to the creation and evaluation of possible solutions.
• Take action to remove obstacles and address problems before they impact performance and results.
• Apply equity, diversity, accessibility, inclusion and Indigenization considerations to decision making and planning.
• Promote a work environment that is free from…