ServiceNow BSA – Flexera Migration, ITAM​/CMDB & Production Support

Service Now BSA - Flexera Migration, ITAM, SAM, HAM, CMDB & ITIL

Location:

• Toronto, ON - Hybrid (4 Days WFO)

Duration:

• 12 months

Role Overview:

• A Service Now Business Systems Analyst supports the administration, maintenance, and continuous improvement of the Service Now platform.

• The role focuses on production support, issue resolution, workflow enablement, reporting, platform health monitoring, and coordination with ITSM support, development, and architecture teams.

Key Responsibilities:

• Coordinate production support activities for major systems and related subsystems, ensuring the integrity and reliability of system-generated data.

• Provide technical support to end users and resolve Service Now incidents, requests, and platform-related issues through effective troubleshooting.

• Perform general support, daily administration, and ongoing maintenance of the Service Now platform and associated applications.

• Collaborate with the ITSM Support Lead, ITSM Development Lead, and ITSM Solution Architect to support platform stability and service delivery.

• Facilitate and support the rollout of new Service Now applications, enhancements, updates, and releases.

• Support data loading, administration, and maintenance between Service Now and integrated systems.

• Manage Service Now role requests through Access Manager and support user access administration.

• Coordinate the implementation and maintenance of automated workflows using Service Now Orchestration.

• Develop and maintain Service Now reports and dashboards to support operational visibility and decision-making.

• Manage deployment of solutions, patches, and upgrades across production environments.

• Support UI changes using web technologies such as XML, HTML, and SQL, and assist with integrations using REST, SOAP, and APIs.

• Monitor platform health, analyze system performance issues, recommend enhancements, and ensure overall compliance of Service Now applications.

• Manage backups and data synchronization between Service Now and the data warehouse.

Must-Have Skills and

Qualifications:

• Service Now Certified System Administrator (CSA).

• Experience working in a matrixed environment, preferably within a large publicly traded corporation.

• Strong understanding of Service Now platform administration, production support, and operational processes.

Nice-to-Have

Skills:

• Ability to facilitate discussions across teams and influence key decision-makers.

• Strategic mindset with strong interpersonal skills and the ability to work effectively across functions and business groups.