ServiceNow Lead Analyst, IT Service & Asset Management (T & I) (Telework/Hybrid)

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Work at CBC/Radio-Canada

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. 
 
Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

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Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.

Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between. 

A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.

This is a hybrid role with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines. 

Your Role

We are seeking a highly skilled and proactive ServiceNow Technical Lead to drive the evolution of our IT Service Management (ITSM) and Hardware Asset Management (HAM) solutions. This role is pivotal in translating client needs into robust technical designs within the ServiceNow platform. The successful candidate will lead the implementation of these designs, ensuring pragmatic and effective solutions that align with and enhance our business objectives. This position requires a strong blend of technical expertise, solution design, and leadership to guide our ServiceNow administration team.

Specific Tasks

• Analyze and document detailed business requirements for complex ITSM and HAM initiatives, leading workshops and work sessions to understand client needs.
• Design and architect scalable and sustainable technical solutions in ServiceNow, with a focus on Help Desk, Incident Management, Change Management, Service Catalogs, and Knowledge Management.
• Develop and document comprehensive implementation plans, defining project scope, establishing realistic timelines, and prioritizing a high volume of requests.
• Lead and mentor the ServiceNow administration team through the implementation of new features and solutions, providing clear technical guidance and oversight.
• Architect and implement practical Hardware Asset Management (HAM) solutions, ensuring the integrity of the asset lifecycle from procurement to disposal.
• Collaborate with stakeholders to understand business processes and design solutions that may thoughtfully deviate from out-of-the-box ServiceNow functionality to better meet client needs.
• Coordinate and lead all phases of testing for new applications and major system updates to ensure quality and functionality.
• Establish and maintain governance frameworks and operational processes to ensure consistency and quality in the ServiceNow environment.
• Provide expert guidance on ServiceNow best practices and emerging capabilities to continuously improve the platform.
• Act as the primary technical liaison between business stakeholders and the ServiceNow administration team, ensuring clear communication and alignment.

What You Bring

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8-10 years of hands-on experience with the ServiceNow platform, including deep expertise in ITSM and HAM modules.
• Proven experience in a Technical Lead, Solution Designer, or Lead Analyst role within a ServiceNow environment.
• Demonstrated experience in designing and implementing solutions for Help Desk, Incident Management, Change Management, Service Catalogs, and Knowledge Management.
• Strong track record of leading the implementation of Hardware Asset Management (HAM) processes and technologies.
• The ability to design pragmatic and effective solutions, including customizations that deviate from standard out-of-the-box configurations.
• Experience leading and coordinating the technical efforts of a ServiceNow administration or development team.
• Capability to lead work sessions, analyze complex business requirements, and translate them into detailed technical designs.
• Familiarity with Agile and Scrum methodologies, an asset.
• ServiceNow certification, an asset.
• Strategic thinking and strong problem-solving skills.
• Excellent communication and interpersonal skills.
• Bilingualism (French and English).

Candidates may be subject to skills and knowledge testing.
 

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

As part of our recruitment process, candidates who advance to the next

step will be asked to complete a background check. This includes:  

• A mandatory Criminal record check. 

• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to recruitment@cbc.ca.
 
You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

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