Design, develop, and implement ServiceNow solutions while driving platform adoption, governance, and continuous improvement.
Work collaboratively with IT and departmental partners to deliver effective technology solutions that strengthen services across the Region and advance digital transformation.
Stay current on the platform’s lifecycle, capabilities, and roadmap to ensure its full value is realized.
Provide strategic insight into how ServiceNow and other enterprise platforms inform the Region’s Digital Strategy and align product vision with organizational objectives.
Proactively articulate business value and anticipate partner needs to shape solutions that go beyond immediate requirements.
Collaborate with business stakeholders to identify new capabilities, refine processes, and prioritize platform initiatives.
Oversee platform operations—including administration, incident management, upgrades, performance, and security—while driving continuous improvement through automation, analytics, and process optimization.
Provide strategic consultation and expert knowledge of ServiceNow’s product lifecycle and roadmap to guide planning, resource coordination, and deployment.
Build strong relationships and collaborate with vendors, Change Management Specialists, and other stakeholders to align platform roadmap with regional initiatives.
Ensure the Region’s needs are effectively translated into ServiceNow functionality and proactively deployed across digital initiatives.
Conduct research on industry best practices to ensure the Region is maximizing its investment in ServiceNow.
Champion ServiceNow adoption across the organization, supporting colleagues through communication, training, and change enablement.
Conduct in-depth analysis, research, documentation review, and develop reports/recommendations to optimize platform usage.
Assist IT Operations in selecting and advocating for the right technology solutions to improve internal partner experiences.
Anticipate business needs and provide strategic recommendations on how ServiceNow can support evolving requirements.
Build collaborative partnerships with internal groups to understand desired functionality and ensure platform alignment.
Develop and manage strong relationships with vendors to ensure accountability, timely deliverables, and alignment with the Region’s needs.

Requirements

Relevant post-secondary education in Computer Science and/or Business, or equivalent 8 years of related and progressive experience, planning, implementing and managing ServiceNow projects.
Experience managing products at all stages of the product lifecycle.
Strong understanding of the ServiceNow platform, including integrations and API capabilities.
Advanced ServiceNow expertise, including application, software, and product experience, gained through:
Strong technical background with the ServiceNow platform.
Deep understanding of ServiceNow modules, platform capabilities, integrations, and best‑practice design principles.
ServiceNow certifications such as CSA, CIS‑ITSM, CIS‑HRSD, or other relevant credentials.
Demonstrated project and product management capability
Strong analytical, problem‑solving, and decision‑making skills
Excellent communication, consulting, and stakeholder engagement skills
Effective time management and customer service orientation
Strong facilitation, influencing, and relationship‑building capabilities
Solid understanding of municipal/regional government operations.

Benefits

Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.
Start with 3 weeks of vacation per year— because work-life balance is important!
Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
Flexible hours to fit your lifestyle and prioritize your health and well-being.
Annual performance reviews with merit increases — your hard work is recognized and rewarded!
Work in an environment where leadership truly cares, and inclusivity is celebrated.
Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowAPI capabilitiesproduct lifecycle managementapplication developmentsoftware developmentprocess optimizationincident managementanalyticsautomationbest-practice design principles

Soft Skills

analytical skillsproblem-solving skillsdecision-making skillscommunication skillsconsulting skillsstakeholder engagementtime managementcustomer service orientationfacilitation skillsrelationship-building

Certifications

CSACIS-ITSMCIS-HRSD