Intermediate Service Support Analyst

Are You Ready to Join Us on Our Dynamic Team?

Reporting to the Manager of Enterprise Software Solutions the Intermediate Service Support Analyst provides Seneca’s team (ITS, administration, and faculty) with technical service support related to technology and organizational landscape that involves service support leveraging specialized technical platform-ServiceNow.

The role will oversee the day-to-day administration of the ServiceNow platform, ensuring optimal performance, reliability, and security.

Here's What's on Your Horizon

Development

• Develop, configure, and customize the platform to meet the specific needs of the organization. This includes creating and modifying workflows, business rules, UI policies, client scripts, and other components.
• Design and implement integrations with other systems and applications using APIs and integration hubs. Ensure seamless data flow and process automation between Service platform and external systems
• Develop and maintain modules for incident, problem, and change management within Service platform. This includes creating custom forms, views, and reports to facilitate efficient IT service management (ITSM) processes.
• Provide support to end-users, troubleshoot issues, and ensure optimal use of the Service platform. Develop and deliver training materials and sessions to enhance user proficiency and adoption of the platform.
• Monitor the performance of the Service platform, identify bottlenecks, and implement optimizations to improve efficiency and user experience.

Regularly update the platform to ensure it is running the latest version with all security patches applied.

Maintain comprehensive documentation of the Service Platform configuration, customizations, and development processes.

Ensure compliance with organizational standards, ITIL practices, and regulatory requirements to support audits and continuous improvement initiatives.

• Customize and configure ServiceNow modules including ITSM, HR, and CMDB to meet business needs.
• Design, develop, and implement automated workflows, service catalogs, and business rules.

Support

• Respond to and resolve incidents reported by users related to the Service platform. This includes diagnosing issues, providing solutions, and escalating to higher-level support when necessary.
• Manage user accounts, roles, and permissions within the Service platform. Ensure users have the appropriate access levels and troubleshoot any access-related issues.
• Regularly monitor the health and performance of the Service platform. Perform routine maintenance tasks such as database updates, patch installations, and system backups to ensure stability and reliability.
• Maintain and update the knowledge base with solutions to common issues, troubleshooting guides, and best practices. Ensure that users and support staff have access to up-to-date and accurate information.
• Provide training sessions and create user guides to help users effectively utilize the Service platform. Offer ongoing support to address questions and enhance user competency.
• Assist in the implementation of changes and updates to the Service platform. This includes coordinating with stakeholders, testing changes in a sandbox environment, and ensuring smooth deployment to the production environment.
• Provide technical support and guidance to end-users, troubleshoot issues, and implement solutions to enhance the user experience.
• Manage platform upgrades, patches, and general maintenance to ensure the system is up-to-date and running efficiently.
• Maintain detailed documentation for configurations, customizations, and workflows, ensuring that best practices are followed.

Strategy and Planning

• Actively communicates with the client, collecting information and understand business needs. Defines requirements and reviews with supervisor.
• The Analyst designs software solutions and systems involved with internal and external data sources based on the business needs designed by the Client, whether it is ITS, faculty, administration, or external partner.
• Designs the process of collecting artifacts using methods such as, but not limited to, questionnaires, interviews, or observations, designing content specific report specifications, database structures.
• Researches and recommends alternative products and services.

Projects

• Works with project manager leader to ensure data is effectively collected and tagged in a format that meets client requirements.
• Works independently or in ITS teams to develop software application details.
• Supports projects as required.

Join Our Team

Qualifications

Education

• 3-year diploma / degree or equivalent.
• Certifications : ServiceNow System Administrator certification preferred

Experience

• Minimum of three (3) years with ServiceNow
• Proficiency in Service scripting (JavaScript), including client scripts, business rules, script includes, and UI policies.
• Strong understanding of Service data structures, including tables, fields, and relationships.
• Experience with Workflow Editor for automating processes.
• Knowledge of web technologies (HTML, CSS, XML) and REST / SOAP web services for integrations.
• Familiarity with database concepts and SQL for querying and managing data within Service.
• Knowledge of ITIL practices and how they are applied within the Service platform.
• Awareness of industry standards and best practices for security, data protection, and compliance related to Service implementations.
• Experience with Salesforce is an asset

Skills

• Strong communications skills that include presentation, written, and oral skills, working with a technical and non-technical audience.
• Ability to collaborate with strong client and peer relationships while working in a team environment.
• Structured and strong organization skills in a consulting environment.
• Understanding of best practice systems implementation methodologies.

Notes :

A skills assessment test may be administered during the recruitment process.

As part of our commitment to dismantling barriers to success, Seneca may consider applicants with an equivalent combination of education and experience.