Analyst - ServiceNow/Client-Server Applications

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Eagle is currently seeking an Analyst – ServiceNow/Client-Server Applications. This is a twelve (12) month, contract position scheduled to start in December.

Key Responsibilities

The successful candidate will be responsible for:

  • Maintaining the IT Service Management (ITSM) / Enterprise Service Management (ESM) systems in both Production and the pre-Production environments;
  • Design and execution to update, or implement new modules or expand existing functionality for the ITSM/ESM system;
  • Researching and recommendation to the Supervisor, new application modules or functionality required to enhance the performance of the system;
  • Working with process/module owners, managers and functional teams to maintain and enhance existing modules/functionality;
  • Defining requirements, workflows, participating in all build/configuration, testing, and implementation activities to meet specifications of a project or service request;
  • Setting-up and maintaining listings of groups, locations, users, assignments, categorizations and other application data;
  • Acting at the highest level of escalation for technical problem resolution for any problems with the ITSM/ESM system;
  • Identifying, integrating and testing IT Tools requirements to enhance ITSM/ESM system and ensure compatibility through testing, and identify, integrate and test IT Tools requirements to enhance integrated applications, and ensure compatibility through testing;
  • Managing Discovery processes and related Service-Mapping settings/processes;
  • Maintaining health of CMDB;
  • Maintaining health of environment;
  • Maintaining the Enterprise Support Software on both the Development Server and the Production Server as well as ensuring back up of session critical data;
  • Testing and evaluating upgrades or software patches on the pre-Production environment, and when stable, implementing application changes as required on the Production environment to ensure optimization of the system;
  • Assist with new user accounts, reset passwords, maintain user accounts to ensure accuracy and consistency of data;
  • Participating in the design/implementation of application changes to meet the on-going need of the enterprise support operations;
  • Documenting and maintaining a detailed record describing every step performed of all changes or updates including modifications description, impact assessment, and procedures to restore back if problem discovered;
  • Developing preventive, corrective predictive maintenance processes and performance monitoring, reporting and optimization methods and tools to increase performance;
  • Researching, resolving and responding to highly technical complex questions in accordance with current standards;
  • Managing outstanding problem escalation and time-sensitive issues and determine appropriate action, and notify requester of application problem resolution closure;
  • Executing the project activities as directed by the Supervisor;
  • Liaising with vendors, support and consultants on an on-going basis to acquire, maintain and expand knowledge of relevant products, product upgrades, support policies, new directions, and methods of support delivery, in order to provide technically accurate solutions;
  • Communicating scheduled interruptions, or exceptions to the client base as well as issues affecting the operations of the system, outages, and disruptions; and,
  • Managing outstanding problem escalation and time-sensitive issues, and communicate scheduled interruptions to the client base as well as issues affecting the operations of the system.

Skills and Qualifications

The qualified candidate must have:

  • University Degree in Computer Science or related field with three (3) years progressively responsible experience with application management within an Information Technology environment or an equivalent combination of education and experience;
  • Minimum two (2) years hands-on design, development and deployment experience with the ServiceNow platform;
  • Experience with ServiceNow administration and support (in current or n-1 product versions);
  • Familiarity with Now Platform;
  • Familiarity with ServiceNow modules including ITSM, CSM, ChatBot, Virtual Agent, Discovery, Service Mapping, IntegrationHub, Mobile Application(s);
  • Knowledge on ServiceNow, both functional and technical operations;
  • Certification in ServiceNow Foundations/ServiceNow System Administrator;
  • Strong working knowledge of the Enterprise Support Software programming in ServiceNow;
  • Certification acquired such as ITIL Training/Certification or knowledge of IT Service Management and Administration;
  • Knowledgeable in relevant ServiceNow development and support technologies (e.g. Scripting: JavaScript, XML, Web Services, HTML, CSS, Angular JS, Apache Jelly, JQuery/node.js/Bootstrap);
  • Hands-on experience managing enterprise applications (cloud and client/server);
  • Strong experience in requirements gathering;
  • Hands-on experience with relational database management systems such as Oracle;
  • Strong understanding of inter-relationship of network systems and protocols (and related network/connectivity hardware and software components;
  • Working knowledge of Client/Server and SaaS software applications;
  • Understanding of IT technology and common architectures;
  • Understanding of IT support processes;
  • Working and technical knowledge of client workstation technology products;
  • Good oral, written, interpersonal and organizational skills;
  • Strong analytical, reasoning and problem-solving skills;
  • Ability to work alone and in groups;
  • Proven ability to work under pressure and consistently meeting deadlines;
  • Project management and time management skills (an asset); and,
  • Knowledge and experience of the DevOps and Agile delivery (an asset).

Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.
  • Posted On: September 18, 2020
  • Job Type: Contract
  • Job ID: 67811
  • Location: Toronto/GTA ON