Intermediate Technology Specialist, ServiceNow Developer

Equitable • Waterloo • 1w ago

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact—for our clients, our communities, and each other. Position Title: Intermediate Technology Specialist, ServiceNow Developer Reports To: Senior Technology Manager, ITSM Department: IT Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. The Intermediate Technology Specialist, ServiceNow Developer role is to maintain and enhance shared technology solutions and infrastructure. This role will partner with a cross-functional team to develop, test, launch, and refine solutions to optimize the organizations' service experience. Responsible to develop and, implement infrastructure technologies that support business priorities and capabilities for internal and external clients. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.

What you will be doing: Support the implementation of corporate policies, standards, and procedures that provide effective architecture, governance, and management of Equitable’s technical systems and solution Collaborate with Business and IT roles on the solution design, development and quality management of shared infrastructure systems and applications across organizational functions Work with internal and external teams to increase client satisfaction by improving the quality of systems and products through identification of issues, on-going maintenance, and implementation of solutions Perform hands-on configuration and troubleshooting of components including the maintenance, upgrading or replacement of hardware and/or application software Assist in the maintenance of existing internal processes and quality system management documentation to uphold quality standards Inspect systems and processes to identify opportunities for improvements to workflow and enhanced efficiencies Monitor capacity usage and performance of assigned technologies to assure operational availability and process integrity Provide technical guidance to peers and/or end-users regarding technologies that enable continuous delivery of shared solutions Designing and managing enterprise ServiceNow platform used by the business and IT Work with different IT professionals and teams to ensure our platform capabilities meet the needs of our organization and clients.

What you will bring:

Behavioral Client Experience Achieve service commitments by balancing efficiency and quality and by proposing viable solutions to minimize or eliminate obstacles Demonstrate empathy when faced with client concerns and issues Model expected behaviours and influences the behaviour of others Act as a brand ambassador by demonstrating knowledge and leveraging resources to meet clients’ needs Proactively share knowledge/expertise with colleagues to improve their resourcefulness and performance Strive to resolve client inquiries at first point of contact Ability to research and resolve complex or unique problems Professional, respectful, and courteous in all interactions with clients Stay up to date with changing regulations/policies to ensure clients' best interests are met Growth Mindset and Innovation Critically evaluate current processes and proactively contribute to, or lead, the implementation of improvement opportunities by incorporating past learnings and leveraging industry/external best practices Solutions focused approach - advocate for continuous improvement / innovation amongst the team Receptive to, solicit, and apply feedback and learnings on the job Seek out and obtain required, and beyond what's required, professional and/or industry knowledge and training, for both personal and organizational benefit Consider the big picture implications when implementing changes or improvements Openly solicit and share feedback and opinions for improvement opportunities by incorporating past learnings Actively share knowledge for the betterment of the team/others, and encourage others to do the same, through providing feedback and coaching to others Approach problems as opportunities that can be resolved and overcome Actively pursue organizational challenges in an effort to improve efficiency, quality and/or the client experience Interpersonal Skills Communicate professionally and respectfully Share and solicit knowledge and insights freely with clients, colleagues, and business partners Provide both reinforcing and constructive feedback to peers as appropriate Embrace diversity; works well with different people; adapts to other’s styles and/or work habits Receptive to, solicits, and applies feedback and learnings on the job Synthesize complex information and crafts communications with the audience in mind Ability to negotiate and manage conflict effectively Agility and Flexibility Adapt to changes in priorities, assigned responsibilities and projects by seeking out the why and how if not readily understood Take initiative to alter normal procedures in order to fit a specific situation to get the work done and/or to meet organizational goals Willingly consider new ideas, procedures, or processes to address a situation Enjoy ambiguity; comfortably handle risk and uncertainty; is responsive in ambiguous situations Critical Reasoning Use observations and experience, combined with resources and facts or data, to draw conclusions and make judgements Take ownership of decisions and ensure they are consistent with legislation, precedent and established policies and procedures Handle competing priorities effectively and act to obtain desired outcomes Act promptly and with confidence when a situation requires a quick decision Leadership Exhibit a sense of urgency over matters that pertain to day-to-day and team responsibilities by acting resourcefully and independently Show an appreciation for the contributions, capabilities, and achievements of others Achieve expected results and demonstrates ownership of personal and team outcomes Lead by example; model and promote a culture of respect, fairness, and trust Involve others in planning and executing, and in so doing, gain their buy-in Skills and Capabilities Technical skills, capabilities and experience generally to a strong-level for the sub-specialties. Experience and Education 3+ years of experience in IT; Post-secondary degree or equivalent combination of education and experience in the following or related discipline: computer science, computer systems engineering, software engineering Technical certifications Specialized Skills, Capabilities and/or Education Contemporary technical certifications relative to the platform they manage. Designing and maintaining enterprise platforms. Experience with ServiceNow-specific scripting languages (JavaScript, Jelly, and Glide API) for automation and customization. Hands-on experience with ServiceNow integrations (REST/SOAP, Mid Server, etc.) for connecting to enterprise systems.

What’s in it for you: A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day. A healthy work-life balance with employee wellness top of mind Annual bonus program, annual vacation allowance, and company-paid benefits program Generous vacation package with one volunteer day to give back to a charity of your choice Immediate enrollment in the company’s pension program with employer matching Employee resource groups that support an inclusive work environment Tuition support and specialized program assistance An onsite full-service cafeteria with a variety of daily options Discounts on company products and services, and access to exclusive employee perks Regular EQ Together events focused on company togetherness and collaboration As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy. This position is available due to an existing vacancy. We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.