Why you’ll love Softchoice:
We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.
The impact you'll have:
The ServiceNow Administrator will support the Managed Services toolsets and associated processes and procedures. This role includes daily operational support and ticket management/distribution to ensure all client access management requests are promptly addressed. Additionally, the ServiceNow Administrator will offer Subject Matter Expert (SME) support for the IT Service Management (ITSM) ticketing system.
Reporting to the Manager Infrastructure, Managed Services, this position will interact regularly with system stakeholders and cross-functional teams to ensure the continuous smooth operation of the Keystone Technical Support Center and ticket management systems, adapting them to meet evolving business needs.
The ideal candidate will possess a strong background in supporting systems that serve external customers and an in-depth understanding of IT service management principles and best practices. They should be well-versed in industry-leading IT help desk tools and trends.
What you’ll do:
Responsible for the delivery, maintenance and support of the enterprise ServiceNow application. Designated subject matter expert of the ITSM Ticketing System and providing system administration duties for critical tools and applications for the Managed Services teams. Support end users and key stakeholders in a timely and professional manner to support daily operations.
- Collect regular feedback from operational teams to identify opportunities for improvement and work to implement enhancements.
- Act as Subject Matter Expert (SME) regarding technical and functional design requirements, general data concepts, mapping, and relationships.
- Maintain and improve configuration items and general data integrity in systems and databases.
- Create and maintain existing processes, utilizing custom features and forms.
- Serve as an internal point of contact for technical and application development teams.
- Analyze problems and assist with corrective actions.
- Act as a member of the Change Advisory Board (CAB).
- Coordinate approved changes, including documentation such as Method of Procedure (MOP) documents, process flows, user acceptance testing (UAT), etc.
- Manage technical vendor relationships and handle vendor escalations.
- Assist with vendor contract management, including capacity management for license requirements.
- Provide regular reviews of overall system health and performance along with recommendations to management.
- Manage and respond to tickets related to Managed Service tools and applications.
- Work with external clients on system demos or system requirements when necessary.
- Perform other system administration duties as assigned.
- Understand ITSM product roadmaps and determine how to leverage technology features to meet service requirements and continuously improve the customer experience.
- Maintain a service support log and conduct research for feature requests and bug fixes.
- Review the ITSM Ticketing Tool product roadmap quarterly.
- Participate in Keystone service roadmap reviews and continuous improvement meetings to understand future services focus and potential requirements for supported systems.
- Knowledge of IT Service Management Tools around the ITIL framework is an asset (e.g., Cloud Service Management, ServiceNow).
- Define and maintain process and procedure documentation to support Service Operation best practices.
- Build and maintain key artifacts for operational support, such as process and procedure documentation, workflows, checklists, etc.
- Provide training and guidance to support teams, including new hire onboarding and new features.
- Regularly review access management to key systems to ensure that systems are secure and audit requirements are met (e.g., SOC audit).
- Recommend any changes/access adjustments to management.
- Conduct workshops, identify and address gaps or workarounds.
- Plan meetings, including agenda preparation, meeting minutes, and action registers.
- Perform reporting and data analysis.
- Troubleshoot and resolve issues related to ServiceNow.
- Provide administrative support for users, roles, and groups.
- Support the existing ServiceNow environments, applications, and modules.
- Maintain and review the effectiveness and efficiency of all ITSM processes.
- Support the upgrades and evolution of ServiceNow.
- Monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requests.
- Collaborate with other members of the Platform team as needed to ensure that design and processes meet technical requirements.
- Validate service request requirements and work them to completion in ServiceNow.
- Work with operational teams to identify enhancement opportunities for improvement and implement enhancements.
- Maintain process and procedure documentation to support Service Operation best practices.
- Provide training and guidance to support teams, including new hire onboarding and new features.
- Regularly review access management to key systems to ensure security and compliance with audit requirements (e.g., SOC audit).
- Conduct reporting and data analysis.
- Perform other process management activities as assigned.
What you'll bring to the table:
- Minimum of ITIL Foundation v4 certification
- ServiceNow CSA certification
- 3+ years of hands-on working experience as a ServiceNow Administrator
- 2+ years of hands-on experience troubleshooting issues and developing solutions within the ServiceNow platform
- 2+ years of hands-on working experience as a member of a helpdesk
- In-depth knowledge of most of the ServiceNow modules: Incident, Problem, Change, Service Request, Hardware Asset Management, Configuration Management Database (CMDB), Software Asset Management (SAM), IT Operations Management, and Knowledge Management
Not sure if you qualify? Think about applying anyway:
We understand that not everyone brings 100% of the skills and experience for the role.
At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.
Why You’ll Love Working Here:
- The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
- High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
- Flexibility: Plan your workdays in a way that suits you best
- Award-Winning Workplace: Proudly recognized as a Great Place to Work for 19 consecutive years
- Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
- Competitive Benefits: Benefit from competitive perks that start on day one
Inclusion & Equal opportunity employment:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.
Require accommodation? We are ready to help:
We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com . We are committed to working with you to best meet your needs.
Our commitment to your experience:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.
Before you start with us, we will conduct a criminal record check, verify your education, and check your references.
When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.
Job Requisition ID: 6344
EoE/M/F/Vet/Disability
