ServiceNow Administrator / Automation Analyst

Job description

We are seeking a ServiceNow Administrator / Automation Analyst to support the administration, AI enablement, automation, enhancement, and continued improvement of our ServiceNow platform. A primary focus of this role will be identifying opportunities to use AI and automation to reduce manual effort, streamline business processes, improve self-service, and increase operational efficiency. The successful candidate will work with business and technical stakeholders to understand processes and requirements, identify improvement opportunities, and help design, configure, test, and implement practical ServiceNow solutions. This role combines hands-on ServiceNow experience with AI-enabled service improvement, workflow automation, business analysis, user experience, testing, and strong communication skills. The successful candidate will work alongside our existing Senior ServiceNow Administrator/Developer on platform enhancements, AI and automation initiatives, solution design, testing, and continual improvement WHAT YOU WILL DO Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other available ServiceNow AI capabilities. Identify opportunities to simplify, standardize, and automate manual or repetitive processes using Flow Designer, subflows, approvals, notifications, IntegrationHub, and related ServiceNow capabilities. Design, build, and enhance Service Catalog items and service request workflows, including forms, variables, approvals, routing, and fulfillment processes. Configure and enhance Employee Center and Service Portal, including portal widgets and user-experience improvements. Support cross-platform automation and integrations between ServiceNow and enterprise systems using IntegrationHub, ServiceNow spokes, APIs, and other integration methods. Work with stakeholders to understand business processes, pain points, requirements, and desired outcomes, and translate those needs into process flows, user stories, functional requirements, acceptance criteria, and implementation plans. Administer, configure, maintain, troubleshoot, and enhance the ServiceNow platform and core ITSM functionality. Create and execute test plans, scenarios, and test cases and coordinate User Acceptance Testing (UAT) with business stakeholders. Support releases, upgrades, instance clones, deployment validation, and post-implementation activities. Create and maintain appropriate process, technical, testing, and user documentation while communicating progress, risks, requirements, and outcomes to technical and non-technical stakeholders. Use reporting, platform data, and stakeholder feedback to identify opportunities for continual improvement. WHAT ARE WE LOOKING FOR 3–5 years of hands-on ServiceNow administration, configuration, or platform support experience. ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience. Experience with ServiceNow ITSM and core platform configuration. Hands-on experience with ServiceNow Virtual Agent or other AI-enabled self-service and automation capabilities. Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment. Hands-on experience with Flow Designer and workflow automation, including identifying opportunities to simplify or automate manual processes. Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes. Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap. Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies, and related platform functionality. Experience gathering business requirements, understanding end-to-end processes, and translating business needs into practical solutions. Experience creating and executing test cases and supporting or coordinating UAT. Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills. General understanding of ITSM and ITIL principles. WHAT WILL MAKE YOU STAND OUT ServiceNow Certified Application Developer (CAD) certification or relevant ServiceNow development experience. Experience with IntegrationHub, ServiceNow spokes, REST/SOAP APIs, and integrations with enterprise platforms such as Workday, Microsoft Entra ID, Microsoft Intune, Microsoft 365/Teams, Active Directory, or similar systems. Experience automating cross-platform business processes such as onboarding/offboarding, identity and access management, device management, or service fulfillment. Experience with Virtual Assist, Now Assist, AI Search, or other advanced ServiceNow AI capabilities. Experience with UI Builder, Service Operations Workspace, or other ServiceNow user-experience capabilities. Exposure to SPM, CMDB/CSDM, ITAM/HAM, Performance Analytics, reporting, or Automated Test Framework (ATF). Understanding of UI/UX, usability, responsive design, and accessibility principles. WHAT WE OFFER Three weeks' vacation (four weeks after three years and five weeks after seven years) plus five personal days Comprehensive Medical, Dental and Vision coverage from your first day of employment Financial and professional development support for CPA candidates and members Employee stock ownership and RRSP matching programs Lifestyle rewards program Flexible work options Performance driven organization with many opportunities for advancement And more! COMPENSATION DETAILS CAD Salary Range The hiring range for this role is $80,000 to $90,000 CAD per year. Final compensation will be based on experience, skills, market conditions, and internal equity. US Salary Range The hiring range for this role is $58,000 to $65,000 USD per year. Final compensation will be based on experience, skills, market conditions, and internal equity.