ServiceNow Technical Lead

Join a ChallengerBeing a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.The WorkThe ServiceNow Technical Lead is responsible for leading the design, development, and maintenance of the Bank's ServiceNow platform and applications. This is a senior role that functions independently and as a coach to colleagues.The Lead will collaborate with developers, system admins, support teams, stakeholders, and external vendors to ensure that the ServiceNow platform meets the business needs and aligns with the Technology strategy and best practices.The Lead will also provide technical guidance, mentorship, and coaching to the ServiceNow developers and administrators within the ServiceNow Centre of Excellence and oversee their work quality and performance. Reporting to the Manager, ServiceNow Centre of Excellence, the Lead will ensure that the ServiceNow platform is secure, reliable, scalable, and compliant with the Bank’s policies and standards.The core parts of your role would be to:Oversee the design, development, testing, and deployment of ServiceNow applications and enhancements, following the Bank’s standards for software development life cycle and ITIL frameworkCollaborate with developers, admins, business analysts, business units, and external vendors to gather and analyze requirements, propose solutions, and provide estimates for ServiceNow projects and initiativesEnsure that the ServiceNow platform and applications are aligned with the Technology strategy and roadmap, and adheres to the Bank’s policies, standards, and best practicesProvide technical leadership, mentorship, and coaching to the ServiceNow developers and administrators within the ServiceNow Centre of Excellence and oversee their work quality and performanceManage the configuration, administration, and maintenance of the ServiceNow platform, including security, integrations, workflows, automation, and reportingAssist in the monitoring and troubleshooting of the ServiceNow platform and applications and resolve any issues or incidents in a timely and effective mannerSupport the application rollout and upgrade projects by working with the internal teams and vendors and coordinate the change management and release management processesPrepare and maintain technical documentation, training materials, and user guides for the ServiceNow platform and applicationsCommunicate and follow up on all issues and projects on a timely basis, ensuring all stakeholders are kept informed and updatedLet's Talk About You!8 or more years of experience in the field of Information Technology, with advanced experience of at least 5 years of experience in ServiceNow development and administration in a senior roleExperience with technical leadership within a team would be considered an assetPost secondary education, preferably in the areas of Information Technology or Computer Science and/or equivalent experienceCertification in ServiceNow System Administrator, ServiceNow Application Developer, or equivalent experienceAdvanced experience with ServiceNow modules, such as ITSM, ITOM, ITAM, HRSD, and FSMExperience in CSDM adoption and CMDB conceptsProficient in ServiceNow scripting and development tools, such as JavaScript, HTML, CSS, AngularJS, REST API, and GlideHands-on problem-solving skills and a proven ability to debug and troubleshoot technical issuesGood knowledge of Software Development Life Cycle (SDLC) concepts and best practices for both waterfall and agile methodologies. Agile designation(s) would be considered an assetGood knowledge of ITIL framework and related support processes. ITIL designation(s) would be considered an assetSelf-starter with the ability to quickly grasp complex issues. Able to break down issues for general audience. Passionate about delivering exceptional end-user experiencesAbility to translate requirements into executable solutions within the platformStrong administration mind-set with advanced security acumenStrong verbal and written communication skillsWhat we offer (For full-time permanent roles) Competitive discretionary bonus? Market leading RRSP match program