Job Description
On behalf of our public sector client, Affinity is seeking a Senior ServiceNow Administrator – ServiceNow Implementation Project to support continuity of IT service management capabilities and establish a scalable, secure, and sustainable platform for managing IT incidents, service requests, problems, changes, knowledge, and related service management workflows. The Senior ServiceNow Administrator will support the implementation and transition of the platform into ongoing operations, providing platform administration, governance, release management, operational readiness, and knowledge transfer support.
Responsibilities
Serve as the primary client-side ServiceNow administrator throughout implementation, transition, and post-golive stabilization, coordinating closely with the implementation partner and TransLink technical teams.
- Administer and support ServiceNow capabilities in scope, including Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalog, Service Operations Workspace, and other capabilities as applicable.
- Manage users, groups, roles, ACLs, and platform access controls in accordance with TransLink security, governance, and operational requirements.
- Configure and maintain platform components including UI policies, business rules, client scripts, notifications, Flow Designer flows, forms, lists, catalog items, and related ServiceNow configurations.
- Promote a configuration-first and out-of-box approach, minimizing unnecessary customization and identifying solutions that support long-term maintainability and upgradeability.
- Support data imports, transform maps, reference data, data validation, and data quality activities as required.
- Perform technical review and validation of implementation partner configurations and deliverables against approved requirements, ServiceNow best practices, maintainability standards, and TransLink technical requirements.
- Identify, document, and track configuration issues, technical debt, defects, platform risks, and recommended remediation actions.
- Manage ServiceNow environments and release activities, including update sets and/or application repositories, instance cloning, deployment planning, testing coordination, promotion across environments, and production releases.
- Support integrations between ServiceNow and third-party systems using supported integration methods such as REST APIs, SOAP services, IntegrationHub, and related platform capabilities, in coordination with TransLink technical teams and the implementation partner.
- Establish and maintain ServiceNow platform administration standards, configuration standards, runbooks, operational procedures, and support documentation.
- Support platform operational readiness activities, including production readiness reviews, cutover preparation, go-live support, hypercare, issue resolution, and transition into ongoing sustainment.
- Support instance health, platform performance, upgrade readiness, release management, and technical debt reviews.
- Mentor and coach TransLink administrators and technical resources, providing structured knowledge transfer to build long-term in-house ServiceNow capability.
- Work with project, operational, security, architecture, testing, and support teams to ensure the platform is supportable and aligned with TransLink operational standards.
Qualifications
- 5+ years of hands-on ServiceNow administration experience, including at least one full implementation lifecycle.
- Strong working knowledge of ITSM processes and core ServiceNow modules.
- Proficiency with platform configuration: business rules, client scripts, UI policies/actions, ACLs, Flow Designer, and Service Catalog.
- Experience managing update sets, instance cloning, and release promotion.
- Familiarity with integrations (REST/SOAP, IntegrationHub, MID Server).
- Scripting ability in JavaScript / Glide (server- and client-side).
- Experience working with external implementation partners and coordinating deliverables.
- Strong communication skills with the ability to translate between technical and business stakeholders.
- Ability to mentor and guide internal staff.
- Required: ServiceNow Certified System Administrator (CSA)
- Preferred: ServiceNow Certified Implementation Specialist (CIS) – ITSM; ITIL Foundation
- Experience with additional modules (e.g., ITOM, ITAM, CSM)
- Exposure to Automated Test Framework (ATF)
- Experience delivering in a public-sector or large enterprise environment
Affinity Earn
Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/
About Affinity
Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.
For more information on Affinity, please visit www.affinity-group.ca
Job Number: 13944
