Intermediate Service Support Analyst
Department/Faculty Information Technology Services
Location Newnham Campus
ID 5396
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 Join the Renewed Seneca, The Next Seneca.

Guided by The Next - A Strategic Plan for Seneca Polytechnic , we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.


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.

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.

Job Details

External Posting Date: October 22, 2024
External Closing Date: Posted Until Filled
Pay Range: Payband J - $42.56 - $49.34 (Start rate: $42.56)
Hours: 37.5 hours per week + OT as required
Work Type: Hybrid
Shift: Monday to Friday (9:00 AM - 5:00 PM)
Ideal Start Date:
End Date:
Job Type: Full-time, Permanent

Note: As part of our pre-employment process, we validate employment and education credentials at the time of an offer. For professor positions, we require copies of official transcripts directly from the issuing institution or credential evaluation from World Education Services (WES) or International Credential Assessment Service (ICAS). However, we recommend that candidates gather any supporting documentation (e.g., unofficial transcripts, scan of credentials) in advance to support their applications in the event that they are successful in the hiring process.

Seneca Polytechnic at a Glance

Seneca is Canada’s leading polytechnic with over 4300+ employees, 40,000 full-time students and 23, 400 part-time and continuing education students. With over 55 years since opening its doors for the first time, Seneca Polytechnic is dedicated to getting our students career- and world-ready. We offer an education that has no boundaries. And we create great flexible experiences for those who study and work here. The student experience. The employee experience. The community experience. The Seneca experience is a differentiator. As Canada’s leading polytechnic, our core mission is our North Star: we provide a great education that builds great careers for our graduates. We make a difference so they can make a difference.

None of this happens without the exceptional employees of Seneca – the faculty, support staff and administrators – who show their commitment to our students and their success every day. We are excited about what the future holds. Come help us build The Next for Seneca Polytechnic. Embrace innovation. Challenge the status quo. Lead. That’s Seneca Polytechnic.

Our Commitment

We are proud to be building the equitable Seneca, and welcome applications from candidates who can contribute to the diversity of lived experiences, perspectives, and approaches. Joining Seneca means being part of an inclusive community working hard to dismantle barriers to access, student success, and employee potential.  Learn more about how we are building an equitable Seneca

Accessibility

Seneca is committed to making employment opportunities accessible in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Upon request, accommodation will be provided in all parts of the application and hiring process. If you require accommodation, please contact  jobs@senecapolytechnic.ca.

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