ITSM & Automation Analyst

Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proudly Canadian and committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.

With clients of all sizes from coast to coast and nearly 700 employees, we currently have an exciting opportunity on our IT Operations team for the right candidate. Because when it comes to great people, there’s always room for one more.

DOING RIGHT BY PEOPLE – IT’S WHAT WE DO

Reporting to the Manager, IT Operations, the ITSM & Automation Analyst is responsible for advancing Payworks’ IT service management maturity and expanding automation across IT and business workflows. This role owns the evolution of our ServiceNow platform and practices, operating at the intersection of technology and business process. You will partner with teams across the organization to identify where manual effort and workarounds are creating drag — and design solutions that automate, simplify, and scale. The focus is always on business outcomes: less manual effort, faster service delivery, smarter processes.

WHY YOU SHOULD CHOOSE PAYWORKS

+ Comprehensive employer paid benefits, including a Health Spending Account, for you and your family and excellent pension plan with employer contributions

+ Plenty of professional development opportunities.

+ Community-minded culture – Receive two paid days per year to volunteer and lots of opportunity to “Pay it Forward”.

+ Time and flexibility to meet your needs – Hybrid work model with flexible work options, plus 3 weeks vacation to start, flex time and parental leave benefits.

+ Cool perks – Annual Lifestyle Spending Account, fun office environment and events, and more!

AUTOMATE. IMPROVE. ENABLE. – IT’S WHAT YOU’LL DO

+ Own & evolve the ITSM platform — Own ServiceNow as the backbone of Payworks’ service management practice. Advance ITIL-aligned processes from reactive to proactive, mature problem and change management practices, and embed Continual Service Improvement as a standard way of working across IT.

+ Design & build automation — Proactively identify automation and self-service opportunities across IT and business workflows. Use Flow Designer and Integration Hub to build end-to-end automation. Drive incident deflection, increase first-contact resolution, and treat every recurring manual task as an automation candidate.

+ Integrate & maintain the platform foundation — Build and maintain integrations connecting ServiceNow to the broader ecosystem, including Tanium, Duo, and other SaaS applications via MID Servers. Maintain the CMDB as the trustworthy foundation for automation, reporting, and decision-making.

+ Measure & demonstrate impact — Build dashboards that make service performance and automation impact visible to IT and the business. Use data to demonstrate value delivered and identify the next improvement opportunity. Report against metrics including incident deflection, MTTR, MTBF, and first-contact resolution.

+ Partner across the business — Act as an internal consultant and process partner, working with IT and business stakeholders to map and improve how work gets done. Challenge manual effort and workarounds constructively, translate between business needs and technical solutions, and grow self-service adoption across the organization.

WHAT YOU’LL NEED TO SUCCEED

+ 3–5 years of experience administering ServiceNow with hands-on ITSM experience.

+ A demonstrable track record of improving processes and service metrics — you can point to things you have made measurably better, not just tools you have operated.

+ Strong workflow automation skills including Flow Designer and Integration Hub, with integration experience using REST/SOAP and MID Servers.

+ A solid grasp of ITIL practices and a genuine commitment to maturing them as a discipline.

+ Experience administering SaaS applications and automating access and license management.

+ Strong reporting and data storytelling ability for both performance and compliance audiences.

+ A consultative, collaborative mindset — energized by working with business teams to rethink how work gets done.

+ Familiarity with endpoint management (Tanium) and identity/MFA tooling (Duo) considered an asset.

BONUS SKILL SET

+ ITIL Foundation certification or higher considered an asset.

+ ServiceNow certifications (CSA, CIS specialties) considered an asset.

+ Direct Tanium–ServiceNow integration experience considered an asset.

+ Experience with process improvement frameworks such as Lean, Six Sigma, or BPM considered an asset.

We are proud to support a Flexible Work Plan that recognizes the diverse needs and lifestyles of our people. The ITSM & Automation Analyst has the option to work fully out of the Payworks head office in Winnipeg or on a hybrid work model, working in the office at least three (3) days a week.

Payworks is committed to providing an inclusive, accessible environment, and collaborating with employees, clients and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation and equal opportunity. Payworks welcomes and encourages applications from all persons. Individuals applying for employment with Payworks may request accommodations at all stages of recruitment and employment from Human Resources.

Employees at Payworks come from different backgrounds, and we celebrate those differences. We are looking for the best candidate for this opportunity, but do not expect applicants to meet every qualification in order to be considered.

Payworks does not use artificial intelligence (AI) technologies in the screening, assessment, or selection of applicants at any stage of the hiring process.

This posting is for an existing vacancy within our team.