Overview:
Working within a team for ServiceNow for Bell and to support our external customers; this role will have responsibility for helping to define and evolve our ITSM processes and support maturity of our ServiceNow system.
In this role, you will be responsible for day-to-day activities surrounding ServiceNow administration and support, ensuring Bell operates in accordance with best practice and makes full use of the ServiceNow system and accompanying processes and reporting.

Responsibilities:

• Serve as a technical advisor for ServiceNow initiatives and roadmap planning for internal use and for customers.
• Act as a liaison between customers, IT, and operational units to ensure requirement alignment
• Oversee the overall ServiceNow platform health, stability, and performance
• Act as a technical escalation point for ServiceNow-related incidents and service requests
• Work on Service Catalog, Service Portal, and custom applications to enhance user experience
• Design, develop, and optimise ServiceNow workflows, UI policies, business rules, and scripts
• Support enterprise-wide process automation initiatives to improve efficiency
• Design and build reports and dashboards to track platform performance and business KPIs.
• Lead ServiceNow training sessions, workshops, and documentation requirements.
• Provide mentorship and guidance to junior administrators and support teams
• Manage instance upgrades, patches, and performance monitoring.
• Enforce best practices, governance policies, and compliance with ITIL and corporate standards.
• Ensure role-based access control, security policies, and platform permissions are correctly configured.
• Conduct platform audits and performance tuning to optimize system efficiency
• Ensure Change Management policies are followed for system modifications and enhancements.
• Collaborate with IT teams to maintain compliance with ITSM, ITOM, and ITIL standards

Qualifications:

Essential:

• ServiceNow Certified System Administrator (CSA)
• 5+ years of ServiceNow administration and configuration experience.
• Strong hands-on experience with ServiceNow ITSM, ITOM, or custom application development.
• Experience managing ServiceNow upgrades, patching, and integrations.
• Proven ability to troubleshoot complex system issues and optimize performance
• Advanced ServiceNow Administration & Configuration
• Scripting Expertise (JavaScript, Glide API, Script Includes, Business Rules)
• Workflow & Automation Development (Flow Designer, UI Policies, Scheduled Jobs, Inbound Actions)
• CMDB & Asset Management (Discovery, Service Mapping, Data Integrity)
• Integration Development (REST/SOAP APIs, MID Servers, Webhooks)
• Service Portal & UI Development (HTML, CSS, AngularJS)
• ITSM, ITOM, Implementation
• ServiceNow Upgrades, Performance Optimisation & Troubleshooting
• Problem-Solving & Troubleshooting
• Strategic Thinking & Process Optimisation
• Stakeholder Engagement & Communication
• Team Leadership & Mentorship
• Project Management & Prioritisation

Desirable:

• ServiceNow Certified Implementation Specialist (CIS-ITSM, CIS-Discovery, CIS-Service Mapping, etc.)
• ITIL v4 Foundation Certification (Preferred but not mandatory)

• Serve as a technical advisor for ServiceNow initiatives and roadmap planning for internal use and for customers.
• Act as a liaison between customers, IT, and operational units to ensure requirement alignment
• Oversee the overall ServiceNow platform health, stability, and performance
• Act as a technical escalation point for ServiceNow-related incidents and service requests
• Work on Service Catalog, Service Portal, and custom applications to enhance user experience
• Design, develop, and optimise ServiceNow workflows, UI policies, business rules, and scripts
• Support enterprise-wide process automation initiatives to improve efficiency
• Design and build reports and dashboards to track platform performance and business KPIs.
• Lead ServiceNow training sessions, workshops, and documentation requirements.
• Provide mentorship and guidance to junior administrators and support teams
• Manage instance upgrades, patches, and performance monitoring.
• Enforce best practices, governance policies, and compliance with ITIL and corporate standards.
• Ensure role-based access control, security policies, and platform permissions are correctly configured.
• Conduct platform audits and performance tuning to optimize system efficiency
• Ensure Change Management policies are followed for system modifications and enhancements.
• Collaborate with IT teams to maintain compliance with ITSM, ITOM, and ITIL standard