Job Description ServiceNow Developer and Administrator Location Hybrid work in Toronto, ON : About Us The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores. Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We're a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We're an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard. About the Role We're looking for a ServiceNow Platform Administrator and Developer to join our team. The ServiceNow Platform Administrator and Developer will be responsible for the administration, development, and maintenance of the ServiceNow platform. This role will be a member of the Service Management team and will be responsible for designing, performing requirement assessments, configuring and implementing complex workflows. Additionally, they will monitor platform health, troubleshooting issues, and ensure platform's reliability and performance. About Your Day
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Configuration and Customization: Set up and configure ServiceNow applications and modules according to business requirements. Develop and customize applications, including UI policies, business rules, UI actions, client scripts, and workflows
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User and Role Management: Manage user accounts, roles, and permissions to ensure appropriate access levels
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Incident, Problem, and Change Management: Resolve incidents, investigate problems, and manage changes to the platform
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System Maintenance and Upgrades: Perform regular maintenance tasks, plan and implement upgrades to new ServiceNow releases
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Integration Management: Configure and maintain integrations with other systems and third-party applications
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Data Management: Ensure data integrity, manage data imports, exports, and transformations
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Security and Compliance: Implement and enforce security policies to protect sensitive data and ensure compliance with regulations
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Consult on development of User Story creation \& Story Refinement
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Configure, design, develop, deploy, customize and maintain the ServiceNow platform including scripts, forms, UI policies, ACLs, client scripts, workflows, business rules, dashboards and more
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Scripting and Automation: Write and maintain scripts (e.g., JavaScript, GlideScript) to automate processes and enhance platform functionality
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Workflow Design: Create and manage complex workflows to streamline business processes
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Reporting and Analytics: Develop and manage reports and dashboards to provide insights into platform performance and usage
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Integration Development: Link external systems to ServiceNow using REST/SOAP APIs to create a unified experience.
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Troubleshooting and Issue Resolution: Fix technical system performance issues like script errors, integration problems, and performance slowdowns to support reliability.
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Technical Documentation: Detailed descriptions of customizations, configurations, and integrations.
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User Manuals: Guides for end-users to understand and utilize the applications effectively.
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Configuration Documentation: Records of system settings, workflows, and scripts.
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Release Notes: Documentation of changes, updates, and new features in each release.
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Troubleshooting Guides: Step-by-step instructions for resolving common issues.
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Troubleshooting: Identify and resolve issues within the ServiceNow platform, including performance problems and bugs.
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Maintenance: Perform regular maintenance tasks, such as platform upgrades and patch installations, to keep the system up-to-date and secure.
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Monitoring: Continuously monitor the platform's performance and health to proactively address potential issues.
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Training: provide user education, walk thru and demos
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Post-Secondary education in Computer Science
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At least 3 years of experience in developing custom applications within ServiceNow
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Significant experience in Systems Integration and Application Development
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Proficient in ServiceNow ITSM core modules such as Incident, Change, Problem, Knowledge, Asset Management (HAM \& SAM), Service Levels (SLA), and Content Management.
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Technical Skills: Proficiency in JavaScript development, experience with Service Catalog and Service Portals, building API integrations, and case exchanges. Hands-on experience with platform upgrade activities, integrations (REST/SOAP/Scripted web service), PowerShell scripting, CMDB/Discovery, and Service Portal.
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Ability to work in Agile methodology
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Strong analytical data-driven thinking skills
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ServiceNow Certified Application Developer (CSA)
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ITIL certification is an asset
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ServiceNow Certifications: Certified Application Developer (CAD) and ServiceNow Certified Implementation Specialist are preferred
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Strong interpersonal and communication skills (written and verbal)
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Strong understanding of day-to-day [platform] operations
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Strong understanding of ServiceNow's data model and workflow engine.
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Familiarity with ITIL principles and best practices for IT service management.
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Collaboration and negotiation skills
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Thrives in a fast paced, intense environment, managing multiple deadlines and priorities
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This position currently offers a hybrid work schedule. The current in office requirement is a minimum of 3 days/week (may be more depending on business needs). The OCS office is located near York Mills and Yonge Street. However, OCS reserves the right to change this policy and its office location at any time.
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City: Toronto, ON
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Employment Type: Permanent, Full-Time
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Required Travel: Rare, usually within the GTA
