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Servicenow support engineer

Infosys Public Services Inc

This is a Full-time position in Ottawa, ON posted October 1, 2019.

Infosys Public Services is the leader in consulting, technology, and next-generation services.

We partner with US and Canadian public sector organizations to help them stay ahead of the innovation curve.

Our technology solutions, combined with proven best-practices and execution excellence enable our clients to renew themselves and build new capabilities to improve mission outcomes.

We are pushing the limit of what is currently possible towards completely new areas.

And then executing these ideas to perfection.

We are currently seeking a Lead support engineer for Ottawa, ON Canada.

Position Description (scope of work or brief narrative): The ServiceNow L2 / L3 support engineer will maintain the stability and usability of the ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.

Required years of experience, training, technical skills, and other requirements for job performance: ServiceNow platform administration, development, documentation and technical support ServiceNow platform / application related Incident analysis & diagnosis, resolve & recover by applying any agreed workaround to resolve the incident as soon as possible Coordination with vendor (ServiceNow) support for issues not resolved at L2 / L3 level Manages Instance security User/Group Access/Access Control Lists ServiceNow platform release upgrade planning and execution, this includes feature release, patch release, and hotfix Schedules and verifies instance cloning activities in coordination with ServiceNow HI team Fit-gap analysis of the customer requirements to match the requirements with OOB features or suggest the way to achieve the requirements with minimal customizations Configuration / customization of various ServiceNow ITSM modules specifically Incident, Service Level, Problem, Release, Change, Knowledge, Service Catalog & Service request and Configuration Management Execute System testing, and Support UAT including defect management Qualifications and Skills Certified ServiceNow Administrator with minimum 1 to 4 years of experience in ServiceNow configuration and administration, preferably Kingston / London release.

Experience in ServiceNow platform release upgrades Knowledge of ITIL concepts with strong knowledge of ITSM processes (Incident Management, Problem Management, Knowledge Management, Release Management, Change Management, and Configuration Management) and the associated ServiceNow modules Experience: Minimum 1 to 4 years of experience in service now platform Security Clearance: Must have, or be able to qualify for, a government security clearance.

Educational Qualifications: Bachelor s Degree in Engineering Infosys is committed to treating all people in a way that allows them to maintain their dignity and independence.

We believe in integration and equal opportunity.

We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by identifying, removing and preventing barriers to accessibility and meeting accessibility standards in accordance with the AODA.

Infosys will provide accommodations for persons with disabilities throughout the recruitment process, upon request.

If an applicant requests an accommodation, Infosys will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant s accessibility needs due to disability.

Infosys Public Services Canada follows Equal Opportunity Guidelines.

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