ServiceNow Admin (ITSM Analyst)
Collabera Inc.
ServiceNow Admin (ITSM Analyst)
Contract: Toronto, Ontario, CA
Salary Range: 65.00 - 70.00 | Per Hour
Job Code: 363320
End Date: 2025-07-30
Days Left: 28 days, 9 hours left
Senior ITSM Analyst
Client: Investment Industry
Type: 14-month contract (until Oct 2026) + potential to extend or convert to FTE
Location: Toronto, ON (Hybrid: 3 day/week in office; flexible, typically not Fridays)
On-call: Every 4 weeks (rotation among 4 resources). Expect ~2-3 calls per week during on-call period. Incidents could be P1–P4. Compensation provided for on-call work.
Project Scope / Why this role is open
This is a backfill for an FTE who transitioned to another internal team and will return in Oct 2026. The small, collaborative team consists of 2 senior analysts and 2 lead analysts. The team operates in a fast-moving, startup-like environment within a larger organization.
What you will accomplish
As a Senior ITSM Analyst, you will:
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Strengthen ITSM process maturity across incident, problem, change, and request management.
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Lead major incident response, ensuring minimal business disruption.
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Drive root cause analysis, risk evaluation, and change implementation.
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Deliver enhancements in ServiceNow, including building new AI agent phases and workspace improvements.
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Identify trends through IT operations metrics and propose solutions for continuous improvement.
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Mentor peers and contribute to a culture of knowledge sharing.
Key Responsibilities
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Manage and resolve complex IT issues with minimal business impact.
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Lead coordination during major incidents (e.g., app outages) to restore services efficiently.
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Partner with internal and external stakeholders to address issues and drive solutions.
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Optimize ITSM processes, identify process improvement opportunities, and deliver enhancements.
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Enhance ServiceNow workspaces, reports, dashboards, and analytics.
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Support business continuity and disaster recovery efforts.
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Champion ITSM adoption and ensure user enablement.
Must-Have Qualifications
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5–7 years of ITSM or related IT operations experience.
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Minimum 5 years of hands-on ServiceNow experience, including platform enhancements and AI/agent integrations.
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Strong working knowledge of core ServiceNow modules: Incident, Problem, Change, Request (Service Catalog), Knowledge Management, CMDB/CSDM.
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Proven ability to lead major incident response, root cause analysis, and change risk assessments.
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Strong communication and stakeholder management skills.
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Bachelor’s degree in IT, Computer Science, or related field.
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Comfortable in a fast-paced, evolving, startup-like environment.
Nice-to-Have Skills
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ServiceNow certifications (CSA, CIS-ITSM).
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Experience implementing AI solutions (e.g., Virtual Agent, NowAssist, CreatorAI).
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Experience with additional ServiceNow modules: SecOps, IRM, HRSD.
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Performance Analytics (building indicators, dashboards, reports).
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Technical certifications (Azure, AWS, ServiceNow).
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Experience in organizations outside of banking (e.g., startups).
Soft Skills
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Strong analytical and critical thinking skills; ability to assess impact and solution in real-time.
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Ability to break down complex workflows and synthesize data into actionable insights.
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Adaptability and passion for continuous learning, especially with evolving ServiceNow features.
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Excellent documentation skills (runbooks, knowledge base, process guides).
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Strong at translating technical details into business value and outcomes.
Job Requirement
- servicenow
- ITSM
- CMDB
- incident
Reach Out to a Recruiter
- Recruiter
- Phone
- Shashank Rathod
- shashank.rathod@collabera.com