ITSM System Engineer (ServiceNow)

at CI Investments Inc
Location Toronto
Date Posted August 5, 2022
Category Engineering
Job Type Full Time



CI Global Asset Management is one of the country s largest investment fund companies. CI is known for its innovation and ability to adapt quickly to the changing needs of Canadian investors. It provides employees with a fast-paced and challenging work environment with opportunities for advancement. CI is part of CI Financial, a diverse group of financial services firms.

POSITION: ITSM Systems Engineer (Service Now)
STATUS: Full-time


The ITSM System Engineer is accountable for leading the architecture, development, integrations, and maintenance of the ITSM toolset (ServiceNow) and associated IT Operation Automation Tooling. The role will require hands-on work but also focus on evangelizing ITSM Tooling and IT Operations Automation within the organization.


Architect, develop, maintain, and enhance applications in ServiceNow (ITOM, ITAM and ITSM)
Lead and perform the detailed design, development and testing of the ServiceNow platform and technical components.
Manage and maintain the Self-Service Portal, catalogue items, workflows, custom scripts, business rules, UI pages, UI actions, UI policies
Engineer enhancements to the Self-Service Portal to optimize the User Experience.
Author architectural solutions for ServiceNow projects including integrations with third-party systems.
Configure Service Level Agreements (SLAs) for Incident and Request Management and review them yearly with the IT Leadership.
Conceptualize new reports, dashboards and performance analytics widgets and support business in its usage.
Develop and Design Integrations and APIs within the ITSM Space
Govern the Access Control Lists and the overall security of the platform.
Provide technical assessments, expertise and maintain written documentation for ServiceNow work efforts.
Plan, communicate and prepare for the Service Now Instance Upgrades.
Perform unit testing, code reviews, and implement ServiceNow related best practices.
Marshal the effort of investigating and fixing software defects and performance problems discovered during testing.
Deliver Technical Support for the existing ServiceNow environments, applications, and modules.
Direct the staff on the best practices to optimize the capabilities of the toolset and promote automation wherever possible.
Provide development effort estimates for planned work activities so that activities can be prioritized accordingly.



5+ years of IT experience preferably in IT Operations or ITSM roles.
5-8 years of hands-on experience on the ServiceNow Platform including ITSM, ITAM and IT Operations Modules.
5 to 8 years of demonstrated hands on development experience on the ServiceNow platform particularly in the following areas: development, configuration, integration, reports, notifications, events, business rules, catalogue items, and implementation with advanced knowledge of the platform.
1-2 years of experience in other IT Automation Tools (eg. PagerDuty, Rundeck, Dynatrace etc).
Workflows, Integrations, Client Scripts & Business Rule development using (JavaScript, JQuery HTML, CSS, JSON/XML).
Experience with Service Portal (must have strong scripting experience of HTML, CSS, jQuery, Apache Jelly.
Framework knowledge of AngularJS, Bootstrap 3.0+ is required.


Bachelor's degree in Computer Science, IT, related field, or equivalent education/work experience.
ServiceNow Certified System Administrator (Mandatory).
Service Now Platform Implementation (Mandatory).
ServiceNow Certified Implementation Specialist Certification is an asset.
ServiceNow Certified Application Developer Certification is an asset.
ITIL Certification is an asset.

Knowledge, Skills, and Abilities

Solid grasp of system and ITSM core configurations as well as ITOM in ServiceNow
Knowledge of ITIL methodologies and ITSM concepts, including Incident, Problem, Change, Configuration Management, CMDB and Asset Management
Hands on experience architecting implementations and/or migrations to the ServiceNow platform
Knowledge of web-based and scripting languages (JavaScript, HTML, Web Services)
Experience integrating third-party software and APIs
Experience working within an Agile/Scrum environment
Hands on experience with CMDB and Asset Management (Hardware/Software)
Impeccable attention to detail, superior communication skills, both written and verbal, including the ability to communicate with client stakeholders, and work closely in a collaborative team environment.
Experience in developing, managing and reporting on process KPI s.
Ability to develop workshop presentations and process documentation (advanced Microsoft Visio, PowerPoint, Word skills)
Demonstrate initiative and sound judgment
Work independently as well as contribute to the team.
Strong focus on Continuous Service Improvement and self-motivated


Our dedication to the Employee Experience at CI is aimed at supporting, empowering and inspiring our talented team through:

Recognition & Compensation
Training & Development
Health & Well-being
Communication & Feedback

If you are a passionate, committed and dynamic individual, please submit your resume in confidence by clicking "Apply".

Only qualified candidates selected for an interview will be contacted.

CI Financial Corp. and all of our affiliates ("CI") are committed to fair and accessible employment practices and we are committed to providing accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, or require this posting in an additional format, please contact us at , or call ext. 4747. If you are contacted by CI regarding a job opportunity or testing and require accommodation in any stage of the recruitment process, please use the above contact information. We will work with all applicants to determine appropriate accommodation for individual accessibility needs.

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