ServiceNow Admin, Developer

Job Description

ServiceNow Admin, Developer

On behalf of our Healthcare client, Procom Consultants Group is currently looking for a ServiceNow Admin, Developer.

ServiceNow Admin, Developer Job Details

1. Leads the configuration, enhancement, and support of the core applications inthe Service Management platform, including but not limited to User Interface (UI) platforms, such as service portals, platform portal, parent tables, forms, lists, catalogues, workflows, roles, system properties, business rules, reports and dashboards. 

2. Designs and develops ServiceNow product modules to ensure an enterprise scalable solution with high availability and high performance, and to ensure ease of use across the organization. 

3. Works with IMIT and client leaders to design, build and implement new Service Management modules, features and functionality 

4. Leads the client ServiceNow platform for addressing operational needs 

5. Leads the Configuration of ServiceNow's ITSM (IT Service Management) service catalog 

6. Provides ServiceNow expertise and Tier 3 support to IMIT teams and business areas 

7. Collaborates closely with internal IT teams (i.e. Tier 1/2/3) to ensure feasibility, effectiveness, and security of ServiceNow solution implementation and deployment 

8. Acts as a key contributor to innovate, and build proof of concept examples that can be leveraged across current and future Service Management solutions. 

9. Develops metrics to evaluate technical issues response time and resolutions 

10. Creates the ServiceNow tool adoption strategy and plan. 

11. Leads the strategy, planning, and implementation of the ITIL and ITSM best practices. 

12. Identifies current and anticipates future Service Management business requirements through discussions with stakeholders to understand their needs. 

13. Designs, builds, implements and maintains the IT Infrastructure Library (ITIL) framework and processes across IMIT projects and operations within the organization. 

14. Establishes and documents support policies, guidelines, and procedures based on ITIL framework. 

Operational Responsibilities: 

1. Configure and implement Knowledge Management (KBs, taxonomy, templates, lifecycle workflows, contextual search) 

2. Configure and automate Change Management (change models, workflows, approvals, CAB, change calendar) 

3. Design and build Service Catalog & Request workflows (items, variables, Flow Designer, SLAs, testing) 

4. Support CMDB/CSDM implementation (service modeling, CI relationships, data ingestion, governance controls) 

5. Configure and launch Employee Center (portal setup, navigation, catalog and knowledge integration) 

6. Support ServiceNow platform upgrades (execution, testing, remediation) 

7. Configure and optimize AI Search (indexing, search profiles, relevance tuning, access controls) 

8. Implement Interaction model & Service Operations Workspace (intake routing, workflow automation, Call decommissioning) 

9. Administer and maintain core ServiceNow platform configurations (ITSM, ITOM, ITAM modules) 

10. Monitor and optimize workflows, integrations, and automations for performance and reliability 

11. Manage CMDB data quality, governance controls, and ongoing service mapping updates 

12. Maintain Knowledge lifecycle (reviews, expiry, content health) 

13. Support incident, request, and change operations through troubleshooting and defect resolution 

14. Execute regular testing, release support, and minor enhancements 

15. Maintain technical documentation and support continuous improvement initiatives

ServiceNow Admin, Developer Mandatory Skills

 Education 

• Bachelor’s Degree in Computer Science or related technical fields 

 

Occupational Certification 

Senior Specialist, Service Management – Final JD – Dec 2022 Page 2 of 2 

• ITIL 4 Foundation Certificate, Essential 

• ITIL Practitioner, Preferred 

• DevOps Agile Skills Association (DASA) DevOps Fundamentals, Preferred 

 

Experience 

• 5 to 7 years of related experience in Service Management, and Service Management analytics related fields 

• Minimum of 5+ years of experience in building solutions-based Service Management applications. 

• Expertise in designing, creating, and deploying integration of ServiceNow with third-party applications and or/tools if required 

• Experience in creating dashboards in ServiceNow 

 

Competencies 

• Excellent analytical and problem-solving skills 

• Must be highly organized and have attention to detail 

• Ability to liaise with external vendors 

• Ability to work calmly under pressure 

• Ability to work independently and as part of the team 

• Ability to manage and prioritize, effectively, multiple competing projects/initiatives 

• Ability to communicative effectively both orally and in writing 

• Understanding of complex information and requirements 

• Ability to develop and maintain effective working relationships throughout the organization, and show diplomacy while dealing with multiple stakeholders 

• Ability to show sensitivity and understanding of key issues and opportunities for the client and wellness 

• Strong interpersonal skills and ability to work as a team player 

• Physical ability to perform the duties of the position 

ServiceNow Admin, Developer Start Date
ASAP 

ServiceNow Admin, Developer Assignment Duration
12 Months from the start date as a fixed term contract

ServiceNow Admin, Developer Working Location
Downtown Vancouver, Working onsite 3 days per week