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Title:  ServiceNow Support Specialist




Requisition ID: 109832  

Cost Centre: Enterprise Technology Services 

Employee Referral Program – Potential Reward: $2,000.00 

We are committed to investing in our employees and helping you continue your career at Scotiabank. 


The Team:
We are the Service Management Technology (SMT) team under Global Technology Services (GTS). We utilise the ServiceNow tool to provide the enterprise ticketing system supporting the bank’s tracking of incident/problem/change management; service requests; asset management & configuration management. We also have custom applications for teams where the standard IT Service Management (ITSM) modules may not make the perfect fit.



The Role:
Reporting to the Manager of Scotia ServiceNow Support, you are responsible for delivery, maintenance and support of the enterprise ServiceNow application in a fast-paced environment. Primary focus (80%) is the day to day operations, new project initiative involvement and stability of the existing deployed modules.
Secondary focus (up to 20%) will be to troubleshoot complex issues and provide fixes / solutions for deployment.

As part of your directive to ensure system availability, you will be reachable, 24x7, by rotational pager.

While we are currently working remotely, when it is safe to return to the office, our primary work location for this position will be in the King West/Bathurst Street neighbourhood, with infrequent travel to the downtown Toronto core and our Scarborough IT campus.



Is this role right for you?
•    You have a passion for everything to do with ServiceNow and can help drive and implement into a global enterprise.
•    You enjoy providing support in a fast-paced environment.
•    The eagerness to learn and to challenge yourself is a part of your DNA.
•    You enjoy providing improvements, recommendations and solutions on existing processes and tools.
•    You get a deep satisfaction in applying your troubleshooting and root cause analysis to address bugs or finding workarounds or other methods to solve problems.
•    You can work under pressure and with multiple tasks to meet tight deadlines.



Do you have the skills that will enable you to succeed in this role?
Must Have

•    You have at least 5+ years of hands-on technical working experience as a ServiceNow Administrator in a medium or large enterprise organization.
•    You have at least 3+ years of hands on experience troubleshooting issues and developing the solution within the ServiceNow platform.
•    You have at least 2+ years of hands-on working experience as a member of a medium or large sized help desk.
•    You can demonstrate an in-depth knowledge of the following ServiceNow modules: Incident, Problem, Change, IT Operations Management (ITOM), Service Request.
•    Completion of the ServiceNow System Administrator certification is required.
•    You possess strong communication skills (verbal/written/presentation) skills in order to work with technical peers or business stakeholders.

Good to Have
•    You possess good time management skills in order to succeed with shifting priorities over  multiple assignments on projects/programs.
•    Completion or in the process of completing the ITIL Foundation v.3 or v.4 certification.
•    Completion of a post secondary education in Computer Science or Engineering or in a related field is desired.
•    Knowledge & understanding of Java scripting is a definite asset.
•    You can demonstrate an in-depth knowledge of the following ServiceNow modules: Hardware Asset Management; Configuration Management Database (CMDB); Software Asset Management (SAM) and Knowledge Management.


What's in it for you?
•    You can play a critical role in evolving the process around ITSM on a global scale; as well as promote the automation of service management, which increases quantifiable employee & clients’ satisfaction by resolving the issues efficiently and implementing changes properly.
•    We are technology partners who help the business transform how our employees around the world work.
•    You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world



Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

Note: All postings in me@Scotiabank will remain live for a minimum of 5 days.

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