ServiceNow Platform Engineer

at  EDC

Posting Date: Oct 17, 2024, 2:58:56 PM
Primary Location: Ontario-Ottawa
Job Type: Permanent
Schedule: Full-time
Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.
When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.
Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world. #LI-Hybrid

• Perform day-to-day operations of platform configuration, maintenance, and support of customer requests.
• Walk the customer through the problem-solving process and ensure issues are resolved to satisfaction.
• Design and implement to avoid the same problem to happen again
• Contribute to the improvement of service methods
• Communicate with customers to identify their needs and actively participate in their resolution.
• Document issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions in order to build the Knowledge base.
• Lead the technical governance procedures & their improvements
• Identify operational needs, recommend and implement improvement strategies
• Analyze the monthly metrics report and apply improvements
• Provides supervision and major incident coordination, reviews and validates long-term solutions mitigating future occurrences of a problem.
• Performs root cause analysis and develop templates, checklists, and references for typical platform problems.
• Develop and Test ServiceNow software solutions, workflows or integrations.
• Proficiency with ServiceNow ITSM
• Collaborate with offshore and other IT infrastructure teams.
• Keep up to date with ServiceNow technology

Screening Criteria

• Bachelor’s degree in computer science or a closely related discipline, or an equivalent combination of formal education and experience with a minimum of 10 years of experience in Information Technology projects.
• Minimum of 5 years of applied experience on the ServiceNow platform.
• Appropriate ServiceNow Certifications