ServiceNow Administrator

Job Description

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Job Description

Within the Enterprise Solutions team, the ServiceNow Administrator is responsible for ensuring the stability, security, performance, and governance of the ServiceNow platform. The incumbent serves as the guardian of the platform’s health, ensuring it remains reliable, robust, and scalable in support of the organization’s business and technology operations. The ServiceNow Administrator is responsible for the day-to-day operation of the platform and for ensuring compliance with governance, security, and operational standards established by both ServiceNow and Pomerleau. The administrator works closely with development teams, product owners, architects, project managers, and business partners to maintain a secure and high-performing environment while enabling the continuous evolution of the platform’s capabilities. Teams operate in an Agile environment, participating in daily stand-ups and using user stories and Jira to manage and track work. The incumbent is also responsible for managing platform access, environments, technical changes, performance, integrations, and compliance, while implementing the controls and governance mechanisms required to support the platform’s growth, scalability, and maturity.

What you will do

• Administer the ServiceNow platform on a day-to-day basis across all environments, including development, testing, pre-production, and production.
• Plan, coordinate, and execute platform upgrades, patches, and version releases.
• Perform and coordinate environment cloning activities in accordance with established standards.
• Monitor and manage technical incidents affecting the platform and coordinate their resolution.
• Participate in maintenance windows, deployment activities, and production releases.
• Coordinate business continuity, recovery, and restoration activities during major incidents.
• Proactively monitor platform performance, stability, and availability.
• Establish and maintain metrics and indicators to measure the health and performance of the ServiceNow environment.
• Analyze performance issues and coordinate corrective actions to ensure platform reliability.

Support and optimize integrations, interfaces, and MID Servers.

• Partner with ServiceNow during platform health assessments and implement recommended improvements.
• Administer platform roles, permissions, and access control mechanisms to ensure a secure environment.
• Coordinate identity and access management activities, including user provisioning and integration with corporate authentication platforms.
• Ensure configurations and administrative practices comply with corporate standards and regulatory requirements.
• Act as a steward for changes that may impact platform security, access controls, or stability.
• Support compliance with information security requirements and governance frameworks, including ISO 27001.
• Establish, maintain, and enhance governance processes that support the growth and sustainability of the platform.
• Evaluate the impact of technical and functional changes and validate deployment and rollback strategies.
• Contribute to the continuous improvement of ServiceNow administrative and operational practices.

Provide recommendations to improve platform stability, security, and operational efficiency.

• Maintain accurate and up-to-date administrative, operational, and technical documentation.
• Collaborate closely with developers, architects, product owners, and operations teams.
• Serve as a trusted ServiceNow subject matter expert for internal stakeholders.
• Provide advanced support for complex or critical incidents.
• Participate in knowledge sharing, mentoring, and capability development across the team.
• Contribute to the planning and evolution of the ServiceNow technical and operational roadmap.

This role could be for you if you have

• A bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• A minimum of 5 years of experience administering enterprise applications or SaaS platforms.
• At least 3 years of hands-on experience with the ServiceNow platform.
• Experience administering ServiceNow roles, groups, permissions, and security controls.
• Strong understanding of integration technologies, including REST, SOAP, OAuth, Active Directory, and Single Sign-On (SSO).
• Experience supporting critical production environments.
• Knowledge of ITIL best practices (an asset).
• Experience with DevOps tools and change management practices (an asset).
• Knowledge of cloud environments and SaaS architectures.
• Experience in the construction industry or within a large multi-site organization (an asset).
• Proficiency with Microsoft 365 and working knowledge of Jira.
• ServiceNow Certified System Administrator (CSA) certification (a strong asset).
• CIS-ITSM, CAD, or equivalent ServiceNow certifications (an asset).

You Will Also Stand Out If You Have

• A strong customer service mindset and passion for delivering exceptional support.

Outstanding operational discipline and attention to detail.

• A strong focus on governance, compliance, and risk management.
• Excellent analytical and problem-solving abilities.

A collaborative approach and the ability to positively influence stakeholders.

• The ability to work independently in a complex and evolving environment.
• Strong communication skills with the ability to engage effectively at all levels of the organization.
• The ability to manage multiple priorities while maintaining high-quality outcomes.
• A proactive mindset focused on continuous improvement.
• Recognized technical leadership and the ability to serve as a trusted platform expert.

Benefits

• RRSP with up to 5% employer matching
• Hybrid work model for corporate roles
• Employee stock ownership program
• Career growth through real development opportunities
• Transit pass reimbursement — get to work for free
• Minimum 4 weeks of vacation from day one

For the past six years, we've proudly held the distinction of being one of Canada's Top 100 Employers.

Pomerleau is a national leader in construction, delivering major projects across Canada. We believe in creating a workplace where people feel respected, supported, and empowered to grow. Our culture is built on collaboration, trust, and a shared commitment to doing great work.