Job Title: Service Now Administrator & Developer
Location: Oakville, Ontario, Canada
Application Deadline: October 13, 2026
Job Number: J0926-0601
Pay Range: $48.07 to $55.57
Preference will be given to qualified employees, as defined in the Full-Time Support Staff Collective Agreement. Should a suitable candidate not be found, external candidates will be considered.
Reporting to the Manager, IT Service Desk, the incumbent will be responsible for the development and administration of Sheridan's Information Technology Service Management (ITSM) and Asset Management (AM) platform. The incumbent is responsible for the platform design and development, application configurations, integrations, unit and component testing, support and maintenance, and continual improvement in alignment with the overall ITSM and AM strategy. To facilitate outstanding customer service and Sheridan business processes the incumbent performs technical and business analysis to build roadmaps for the purpose of developing enhancements, interfaces, fixes, and the application of maintenance packs and upgrades.
What You'll Be Doing - Creating and maintaining the overall roadmap of the ITSM platform in alignment with Sheridan's Service Management strategy;
- Working with stakeholders to gather business and process requirements to build workflows, user interface (UI), scripts and business rules within the ITSM Platform;
- Managing multiple concurrent complex projects and requests for enhancements ranging from operational to corporate wide;
- Performing day to day monitoring, support, administration and maintenance of the ITSM platform;
- Developing and maintaining the APIs for various systems with integrations to the ITSM Platform;
- Coordinating and performing testing of ITSM platform updates and changes;
- Ensures changing to the ITSM platform are done in a controlled and predictive manner;
- Building and implementing patch and maintenance plans for ITSM platform;
- Developing and implementing continual improvement plans for the ITSM platform;
- Monitoring, administering and managing user licensing, roles and permissions for the ITSM platform;
- Contributing to the creation of custom reports and dashboards as well as generating KPIs and supporting metrics;
- Providing guidance to technical peers and teams within Sheridan community;
- Delivering presentations and provides information sessions to technical teams and other audiences;
- Participating in development of strategic plans within the portfolio;
- Providing ITSM platform consultation expertise to all departments;
- Building training plans for the provision of training of newly developed functionality for Sheridan IT;
- Providing user training in the use of the ITSM platform;
- Creating and updating technical and functional documentation for variety of internal/external partners;
- Participating in customer engagement program by eliciting information, building relationships with key partners and providing technical expertise where necessary;
- Collaborating with the appropriate governance groups to undertake projects and initiatives as well as building reports on the progress;
- Ensuring customer view and experience are on the forefront of every engagement and its subsequent reflection in the integration and configuration work;
- Performing other duties as assigned.
About YouYou have a highly
collaborative spirit and
interpersonal skills with the ability to work with others to support establishing and achieving collective goals.
You are a
self-directed natural leader which combined with your keen interpersonal and
communication skills, empowers you to build positive and collaborative relationships and create and maintain a positive organizational culture.
You are an
agile individual with an ability to respond to change, adapt and seek improvements while applying principles of creative
problem solving to most appropriately and effectively support each student's unique needs.
You enjoy
balancing many different tasks, staying organized and planning, and have the ability to integrate multiple streams of information,
prioritize and track multiple projects to meet a demanding workload and keep things running smoothly.
Your
research and analysis skills will help to facilitate the measurement, interpretation and presentation of information in the most impactful way.
The successful candidate will also possess the following qualifications: - Minimum of a 3-year diploma in Information Technology or a related field.
- Minimum of 5-years experience with configuration, deployment and developing customer solutions on IT Service Management platforms.
- Minimum of 2-years experience administering a Service Management or CRM Management system.
- ServiceNow Certified Systems Administrator (CSA) Certification.
- Information Technology Infrastructure Library (ITIL) foundation certification.
- Experience with system integrations and REST API.
- Experience with report writing such as Structured Query Language (SQL) Reporting (SSRS), Crystal Reports, or other reporting tools.
Other DetailsFaculty/Department: Information Technology (IT)
Primary Work/Campus Location: Trafalgar (may be assigned activities at any Sheridan campus)
Work Categorization: Hybrid Position | On-site at least 3 days/week
Reference #: J0926-0601
Employee Group: Support Staff - Permanent
Type of Vacancy: This is a replacement position
Payband: K
Hourly Range: $48.07 - $55.57
Hours/Week: 37.5
Hours: 8:30 am - 4:30 pm
Application Deadline: October 13, 2026
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