ServiceNow Administrator – Automation Analyst

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Assist in enhancing AI-driven service improvements and self-service initiatives utilizing Virtual Agent, AI Search, knowledge management, automation, and ServiceNow AI features.

• Recognize opportunities to streamline, standardize, and automate manual or repetitive tasks.

• Design, develop, and refine Service Catalog items and service request workflows.

• Configure and upgrade the Employee Center and Service Portal, including enhancements to portal widgets and user experience.

• Facilitate cross-platform automation and integrations between ServiceNow and various enterprise systems.

• Collect stakeholder requirements and convert them into process flows, user stories, functional requirements, acceptance criteria, and implementation strategies.

• Administer, configure, maintain, troubleshoot, and enhance the ServiceNow platform alongside core ITSM functionalities.

• Develop and implement test plans, scenarios, and test cases while coordinating User Acceptance Testing (UAT).

• Support release management, upgrades, instance cloning, deployment validation, and post-implementation activities.

• Create and maintain process, technical, testing, and user documentation.

• Communicate progress, risks, requirements, and outcomes to both technical and non-technical stakeholders.

• Leverage reporting, platform data, and stakeholder feedback to pinpoint ongoing improvement opportunities.

• Collaborate with the Senior ServiceNow Administrator/Developer on platform enhancements, AI and automation projects, solution design, testing, and continuous improvement efforts.

⛳️ Requirements

• 3–5 years of practical experience in ServiceNow administration, configuration, or platform support.

• ServiceNow Certified System Administrator (CSA) certification or equivalent hands-on experience.

• Proficiency with ServiceNow ITSM and core platform configuration.

• Hands-on experience with ServiceNow Virtual Agent or similar AI-driven self-service and automation tools.

• Practical experience implementing generative AI, conversational AI, or AI-assisted workflows in business or IT service settings.

• Hands-on experience utilizing Flow Designer and workflow automation.

• Experience in building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and associated fulfillment processes.

• Familiarity with customizing Employee Center and Service Portal, including portal widgets, along with a 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 functions.

• Ability to gather business requirements and translate them into actionable solutions.

• Experience in creating and executing test cases as well as supporting or coordinating UAT activities.

• Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills.

• General understanding of ITSM and ITIL principles.

• ServiceNow Certified Application Developer (CAD) certification or relevant ServiceNow development experience.

• Experience with IntegrationHub, ServiceNow spokes, REST/SOAP APIs, and enterprise integrations.

• Experience in automating cross-platform business processes.

• Familiarity with Virtual Assist, Now Assist, AI Search, or other advanced ServiceNow AI features.

• 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.

🏝️ Benefits

• Three weeks of vacation (increasing to four weeks after three years and five weeks after seven years) in addition to five personal days.

• Comprehensive Medical, Dental, and Vision coverage starting 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 numerous opportunities for career advancement.