At a Glance
- Tasks: Administer and enhance WestJet's ServiceNow platform while troubleshooting and improving its functionality.
- Company: Join WestJet, a leading airline known for its innovative approach and supportive culture.
- Benefits: Enjoy competitive pay, health benefits, and opportunities for professional growth.
- Other info: Collaborate with talented teams and grow your career in a fast-paced setting.
- Why this job: Make a real impact on a vital platform in a dynamic tech environment.
- Qualifications: 2+ years of ServiceNow experience and strong problem-solving skills required.
The predicted salary is between 64350 - 78650 $ per year.
The Intermediate Analyst, Service Now Platform Administration is responsible for the day-to-day administration, health, stability and reliability of West Jet’s Service Now platform.
This is a hands‑on technical role responsible for administering and supporting the platform, troubleshooting issues, supporting platform maintenance and changes, and continuously improving how Service Now is operated.
The successful candidate will independently manage routine and moderately complex platform activities while working with developers, architects and other stakeholders when deeper technical expertise is required.
Key responsibilities
- Administer and maintain the Service Now platform and core platform configuration.
- Manage users, groups, roles and access in accordance with established security and governance requirements.
- Configure and maintain platform components including system properties, notifications, forms, lists and other administrative settings.
- Monitor platform health and proactively identify issues, risks and opportunities for improvement.
- Investigate and troubleshoot platform issues, determine root causes and resolve or elevate issues as appropriate.
- Support Service Now upgrades, patches, releases and routine platform maintenance.
- Perform testing and validation related to upgrades, configuration changes and maintenance activities.
- Support the movement and validation of configuration across Service Now environments.
- Monitor and help maintain platform data quality and configuration integrity.
- Support role, access and licence administration.
- Maintain accurate technical documentation, operational procedures and knowledge articles.
- Identify opportunities to simplify, standardise or automate recurring administrative activities.
- Support incident, problem and change activities affecting the Service Now platform.
- Collaborate with developers and architects on changes or issues requiring development or architectural expertise.
- Apply established platform standards, technical guardrails and Service Now best practices.
- Contribute to platform health, technical debt reduction and continuous improvement.
Experience and qualifications
2+ years of experience in Service Now administration, platform support or a related technical role.
- Hands‑on experience administering Service Now in an enterprise environment.
- Strong understanding of Service Now users, groups, roles and access management.
- Experience configuring and maintaining Service Now platform functionality.
- Experience troubleshooting technical issues and performing root‑cause analysis.
- Experience supporting platform releases, upgrades or maintenance activities.
- Understanding of Service Now configuration and development practices.
- Understanding of IT service management processes including incident, problem and change management.
- Ability to independently manage routine and moderately complex technical and administrative work.
- Strong problem‑solving, documentation and communication skills.
- Ability to recognise when an issue requires development, architectural or vendor expertise.
- Preferred qualifications
- Service Now Certified System Administrator (CSA).
- Experience supporting an enterprise Service Now implementation.
- Experience with Service Now Automated Test Framework (ATF).
- Familiarity with Service Now security and access controls.
- Experience supporting Service Now upgrades and release management.
- Familiarity with CMDB and platform data‑quality practices.
- Exposure to multiple Service Now products or capabilities.
- Basic Java Script knowledge with the ability to understand and troubleshoot existing Service Now configuration and scripts.
- #J-18808-Ljbffr
Intermediate Analyst in Calgary employer: WestJet Group
WestJet is an exceptional employer that values innovation and collaboration, making it a fantastic place for professionals seeking to make a meaningful impact in the airline industry. With a strong focus on employee growth, WestJet offers comprehensive training programs and opportunities for advancement, all within a supportive work culture that prioritizes teamwork and guest satisfaction. Located in a vibrant community, employees enjoy a dynamic work environment that fosters creativity and encourages contributions to enhance brand health and marketing performance.
