Intermediate Service Support Analyst

**Join the Renewed Seneca, The Next Seneca.**:

Guided by _The Next - A Strategic Plan for Seneca Polytechnic_, we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.

• *Are You Ready to Join Us on Our Dynamic Team?**:

Reporting to the Manager of Enterprise Software Solutions the Intermediate Service Support Analyst provides Seneca’s team (ITS, administration, and faculty) with technical service support related to technology and organizational landscape that involves service support leveraging specialized technical platform-ServiceNow. The role will oversee the day-to-day administration of the ServiceNow platform, ensuring optimal performance, reliability, and security.

• *Here's What's on Your Horizon**:
• *Development**
• Develop, configure, and customize the platform to meet the specific needs of the organization. This includes creating and modifying workflows, business rules, UI policies, client scripts, and other components.
• Develop and maintain modules for incident, problem, and change management within Service platform. This includes creating custom forms, views, and reports to facilitate efficient IT service management (ITSM) processes.
• Provide support to end-users, troubleshoot issues, and ensure optimal use of the Service platform. Develop and deliver training materials and sessions to enhance user proficiency and adoption of the platform.
• Monitor the performance of the Service platform, identify bottlenecks, and implement optimizations to improve efficiency and user experience. Regularly update the platform to ensure it is running the latest version with all security patches applied.
• Maintain comprehensive documentation of the Service Platform configuration, customizations, and development processes. Ensure compliance with organizational standards, ITIL practices, and regulatory requirements to support audits and continuous improvement initiatives.
• Customize and configure ServiceNow modules including ITSM, HR, and CMDB to meet business needs.
• Design, develop, and implement automated workflows, service catalogs, and business rules.
• *Support**
• Respond to and resolve incidents reported by users related to the Service platform. This includes diagnosing issues, providing solutions, and escalating to higher-level support when necessary.
• Manage user accounts, roles, and permissions within the Service platform. Ensure users have the appropriate access levels and troubleshoot any access-related issues.
• Regularly monitor the health and performance of the Service platform. Perform routine maintenance tasks such as database updates, patch installations, and system backups to ensure stability and reliability.
• Maintain and update the knowledge base with solutions to common issues, troubleshooting guides, and best practices. Ensure that users and support staff have access to up-to-date and accurate information.
• Provide training sessions and create user guides to help users effectively utilize the Service platform. Offer ongoing support to address questions and enhance user competency.
• Assist in the implementation of changes and updates to the Service platform. This includes coordinating with stakeholders, testing changes in a sandbox environment, and ensuring smooth deployment to the production environment.
• Provide technical support and guidance to end-users, troubleshoot issues, and implement solutions to enhance the user experience.
• Manage platform upgrades, patches, and general maintenance to ensure the system is up-to-date and running efficiently.
• Maintain detailed documentation for configurations, customizations, and workflows, ensuring that best practices are followed.
• *Strategy and Planning**
• Actively communicates with the client, collecting information and understand business needs. Defines requirements and reviews with supervisor.
• The Analyst designs software solutions and systems involved with internal and external data sources based on the business needs designed by the Client, whether it is ITS, faculty, administration, or external partner.
• Designs the process of collecting artifacts using methods such as, but not limited to, questionnaires, interviews, or observations, designing content specific report specifications, database structures.
• Researches and recommends alternative products and services.
• *Projects**
• Works with project manager leader to ensure data is effectively collected and tagged in a format that meets client requirements.
• Supports projects as required.
• *Join Our Team**:
• *Qualifications**
• *Education**
• 3-year diploma / degree or equivalent.
• Certifications: ServiceNow System Administrator certification preferred
• *Experience**
• Minimum of three (3) years with ServiceNow
• Proficiency in Service scripting (JavaScri