Manager, ServiceNow

IG Wealth Management - Winnipeg, MB (30+ days ago)

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Position: Manager, ServiceNow
Location: Winnipeg

IGM Financial Inc. is one of Canada's premier personal financial services companies, and one of the country's largest managers and distributors of investment funds and other managed asset products, with over $167 billion in total assets under management as of December 31, 2019. Its activities are carried out principally through Investors Group Inc., Mackenzie Financial Corporation and Investment Planning Counsel Inc.

As part of Power Financial Corporation, we are focused on the long-term strength and stability of our companies. We recognize these as core responsibilities to our clients and shareholders as we adapt and lead in an ever-changing world.


The IGM Technology Service Governance & Reporting team is accountable to act as a point of contact/business relations to key 3rd party IT service providers; assessing and driving on-going improvements in service delivery, including defining and monitoring performance of key performance indicators/metrics, managing technology and business issues as they relate to contracts managed; ensuring business value for services provided and cost optimization. The Service Governance & Reporting team manages the IGM Technology Service Lifecycle and Service Catalog, inclusive of all major ITIL processes such as release, change, configuration management, communication, incident, and problem management, and partners with the business and Enterprise Architecture to ensure effective service strategy and design.

The Senior ServiceNow Specialist will work with the IT and Business mid to senior leadership, IT stakeholders, architects, development teams and various service delivery groups. This position places special and initial emphasis on the analysis and implementation of ITSM and ITOM related processes.

It is responsible for carrying out various development, implementation and administration opportunities within the ServiceNow platform. The role sits within the Service Governance Team and is tasked with delivering solutions that integrate various enterprise systems in a hybrid cloud environment. The role requires advanced to mastery skills that enable the individual to deliver a high level of service and to meet the expectation from the business, as well as a very solid understanding of an enterprise IT infrastructure operational environment and industry best practice.

Develop, design, configure, test and deploy of new or enhancement of the application including but not limited to, modules, workflows, catalog requests, scripts, reporting, data imports, custom scripting, third-party software integrations, user interface and other ServiceNow platform component.
Combine business knowledge and analytic insight with programming skills to develop applications while managing business requirements and ensuring all technical deliverables.
Ensure solution architecture analysis, design and direction on the development activities, with specific emphasis on leading efforts involving Process, Solution Design, and Integration while ensuring technical leadership and assurance of best practices
Respond to and manage all ServiceNow issues including troubleshooting ServiceNow upgrades, patching, and release management.
Produce detailed documentation and required training on all relevant work. Maintain up-to-date documentation related to the application administration and configuration. Document and support technical architectures that are clearly understood by other architects, developers and testers
Manage ServiceNow instances, including the data management, table maintenance, overall security of the platform, configuring Service Level Agreements, developing workflows, business rules, UI pages, UI actions, UI policies, catalog items etc. and updates of all other existing solutions requiring revisions
Contribute to continuous improvement of processes, standards, working methods, and tools while ensuring adherence to cording and quality standards.
Drive out the development and execution of the ServiceNow project activities, working with the project team to define, sequence and estimate duration of project activities and duration of schedule to meet project objectives
Integrate and architect with other complex systems like ServiceCloud (client facing technology), Remedy and other Supplier-based tools that enable IGM’s day to day operations
Envision and enable a long term ServiceNow capabilities outside of IT Service Management and IT Operations Management suites (ie. Customer Service Management, Cloud Management, etc)
Design and architect ServiceNow CMDB and Discovery Jobs
Work directly with business clients to understand specific business processes and business drivers and business strategy across a business unit; identifies and communicates resulting future needs and opportunities for business services that can be enabled via ServiceNow, and oversees the technical development, testing and delivery of business solutions
Other duties as assigned

Experience (3-5 years) implementing and supporting ITSM and ITOM suites, including strong skills in Discovery
Experience (3-5 years) ITIL methodologies, IT architecture, JavaScript, web software design principals, database architecture, and relational databases
Experience (3-5 years) in Scripting, System Definition, Business Rules, Menus, UI/Forms, UI Actions, Content Management, Imports, Transform Maps, Web Services (SOAP, REST, including cross-browser compatibility), and Notifications (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
Experience (3-5 years) in utilizing of AngularJS, JavaScript, GlideScript, JSON, Jelly, SOAP, database management concepts
Experience (3-5 years) in Identity Management / Authentication approaches (token, SAML 1.1, SAML 2.0), integrations (LDAP, Active Directory) Single Sign-on using various authentication methods
ServiceNow Fundamentals and Administrator Certification required
ServiceNow Implementation Specialist in two or more applications required
ServiceNow Certified Application Developer desired
Has a Bachelor's degree in Computer Information Systems, Management Information Systems, Computer Science or equivalent
Excellent communication skills and a strong personal commitment to quality service
Ability to organize work as a project and work across multiple projects

MS platform and scripting knowledge
SQL server database knowledge
Canadian Financial industry experience

Please apply by March 6th, 2020. For technical difficulties when applying