Position Type: Contract (Full Time) (Fixed Term) Closing Date: June 13, 2025 Salary/Wage Range: $100,375.00 - $125,469.00 Working for the City of Burlington A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow. We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership. Hours of Work 35 hours per week Contract 12 Months Department Burlington Digital Services Location This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall. Work location is subject to change at the discretion of the City due to operational demands. Effective January 2026 this role will be in person a minimum of 10 days per month. Position Overview Reporting to the Supervisor, Technical Services, the Application Analyst will work with application users, project teams, business analysts, and other BDS staff to implement and support corporate and departmental business applications with emphasis on ServiceNow implementations, integrations and the related applications. Responsibilities Platform Configuration & Customization: Configure and customize ServiceNow modules based on business needs, including UI policies, business rules, client scripts, workflows, and forms. Scripting & Automation: Develop and maintain scripts (e.g., JavaScript, GlideScript) to automate processes and enhance functionality. Workflow Design: Design, implement, and manage workflows to support streamlined business processes. Incident, Problem & Change Management: Support ITSM processes by configuring applications and workflows aligned with City of Burlington standards. User & Role Management: Manage user accounts, roles, and permissions to ensure secure and appropriate access. System Maintenance & Upgrades: Perform regular platform maintenance, apply patches, and plan for upgrades to newer ServiceNow releases. Integration Management: Configure and maintain integrations with third-party systems (e.g., Azure, Intune, Workday) using REST/SOAP APIs. CMDB & Data Management: Maintain CMDB integrity, design processes and integrations, and manage data imports, exports, and transformations. Security & Compliance: Implement security controls to protect data and ensure compliance with policies and regulations. Monitoring & Troubleshooting: Monitor platform performance, troubleshoot system issues, and resolve bugs or errors to ensure platform reliability. Reporting & Analytics: Create and manage dashboards and reports to provide visibility into platform usage and performance. Documentation: Prepare and maintain technical documentation, including configuration records, user guides, release notes, and troubleshooting instructions. User Support & Training: Provide user education, walkthroughs, demos, and support user story creation and refinement as part of agile delivery. Additional Application Support: May support other business applications as required, based on departmental priorities and capacity. Requirements Applicants require a degree or diploma with an emphasis on Information Technology and must have at least 4 to 7 years of work experience in the field of information technology administering and integrating ServiceNow utilizing Jave, JavaScript, Angular JS. Three years’ experience dealing with technical administration and process enhancements for ServiceNow is required. Certification in ServiceNow, Information Technology Infrastructure Library (ITIL), web administration would be considered an asset. Additionally, the incumbent must possess analytical and problem-solving skills coupled with attention to detail. The incumbent must have communication, interpersonal and customer service skills. Accommodations In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: hr@burlington.ca if you require accommodation to ensure your equal participation in the recruitment and selection process. Note to Applicants: We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted. Come work with us at the City of Burlington! Why? Ranked as the most livable city in Ontario, and fifth in Canada, Burlington is nestled in the Greater Toronto Area, with the Niagara Escarpment (a UNESCO world biosphere reserve) in our backyard, and Lake Ontario at our front door. Equipped with a team of approximately 1,150 full-time and 1,000 part-time employees, the corporation of the City of Burlington is an innovative, progressive and hybrid workplace dedicated to delivering more than 37 high-quality services to residents. A career at the City boasts: A positive workplace culture built on a set of organizational values, designed by employees. These values guide our behavior and how we work together. A hybrid work model, with remote and flexible work arrangements. A commitment to advance diversity, equity, and inclusion in our organization to create a workplace where employees can bring their whole selves to work. A focus on service excellence, including high-quality customer experiences, operational performance, and staff engagement. A great pension and benefits package. Collective action to support a climate resilient and low carbon community, implementing actions to become net carbon neutral and prepared for warmer, wetter and wilder weather. Opportunities to continuously learn and grow. These are just some of the reasons to come work with us at the City of Burlington. If you are interested in applying for a job with the city, you must apply online. We no longer accept paper copies of resumes. In accordance with the Accessibility for Ontarians with Disabilities Act, the city accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at hr@burlington.ca if you require accommodation to ensure your equal participation in the recruitment and selection process. We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.
