Description The Application Specialist for ITSM is responsible to support and maintain the organizations ITSM capabilities and the ServiceNow platform. You will be a key contact for technical expertise, platform administration, process enablement, and operational support. Working closely with internal support, vendors, and partners to ensure the ITSM processes and platform capabilities are operating effectively and continue to mature to meet business needs.

Now is your chance to join our team to make a lasting impact as an Application Specialist.

Successful applicants must have resided in Canada for a minimum of five (5) years to meet the requirements of the Canadian Controlled Goods Program (CGP), Canadian Government security clearances, and U.S. International Traffic in Arms Regulations (ITAR).

This position requires full-time on-site presence.

Responsibilities

- Participate in technical discussions for configuration, testing, and operations of our platform solutions
- Configure forms and workflows within the setting following established guidelines and models
- Develop automations within workflows
- Ensure compliance to daily management checklist for operational effectiveness
- Provide 'go live' and post 'go live' support for project and solution in general
- Upgrade and manage different environments and recommend ways for improving performance, availability,



and scalability of solutions
- Administration and resolution of application issues & severities, provide timely updates and perform root cause analysis.
- Navigating complex SQL queries to perform root cause analysis and extracting data for development and testing purposes
- Strong attention to detail for data validation, networking, and integration connectivity, in support of cloud-based systems
- Monitor application vendor service level agreements and report for non-performance
- Update key performance indicators for platforms on a weekly basis
- Review and keep knowledge management articles updated
- Support the Delivery/Project managers regarding solutions
- Participate in on call support for 24X 7 operations

Qualifications

- Education Required: A university degree, college diploma or a related discipline
- 2-5 years of experience in the related field
- Technically inclined, process oriented and driven by natural curiosity
- Experience working with ServiceNow is an asset
- Code/JavaScript experience, knowledge of code deployment practices
- Passionate about technology
- Customer service mindset with a high level of attention to detail in all interactions, ensuring quality service
- A practiced communicator with strong verbal, written, and interpersonal skills

📌 Application Specialist, ITSM (Saint John)
🏢 J.D. Irving
📍 Saint John