ServiceNow System Administrator & Team Supervisor

This role provides technical leadership, platform governance, and operational oversight for West Fraser’s ServiceNow environment, as well as supervisory responsibilities for the ServiceNow Team. The position ensures stability, scalability, and continuous improvement of the IT Service Management (ITSM) platform while guiding a team of Developers and Business Analysts and collaborating with cross-functional technology and business stakeholders. Reports directly to the Manager Customer Service - IT.

Responsibilities

• Lead the administration, configuration, and optimization of the ServiceNow platform, including ITSM, ITOM, CMDB, Discovery, Service Catalog, Workflow, and Automation modules.
• Oversee the design, implementation, and maintenance of ServiceNow solutions that support enterprise IT processes and business requirements.
• Ensure platform health through proactive monitoring, performance tuning, and lifecycle management (patching, upgrades, module deployments).
• Maintain and enforce platform governance, development standards, and best practices.
• Provide day-to-day leadership, mentorship, and technical guidance to ServiceNow team members.
• Coordinate workload, prioritize incoming requests, and ensure timely resolution of incidents, problems, and enhancement requests.
• Facilitate cross-training, documentation, and knowledge sharing within the team.
• Collaborate with Infrastructure, Security, Applications, and Business stakeholders to align ServiceNow capabilities with organizational needs.
• Work with process owners to design, document, and implement IT-aligned workflows, automation, and service catalog items.
• Support the development and maintenance of a robust CMDB, ensuring data accuracy, discovery integration, and relationship mapping.
• Partner with the Security Team to ensure compliance, access controls, and secure configuration of the platform.
• Ensure the platform meets and supports SOX and internal control business requirements.
• Lead or support ServiceNow-related projects, including new module implementations, integrations, and enterprise automation initiatives.
• Evaluate new ServiceNow features and capabilities, recommending adoption strategies and coordinating testing and rollout.
• Drive continuous improvement of ITSM processes, reporting, dashboards, and KPIs.
• Review enhancement and project requests and prioritize work with stakeholders and the Customer Service Manager.
• Identify risks, constraints, and resource gaps that may impact delivery.
• Provide support for ServiceNow issues, escalations, and complex troubleshooting.
• Ensure platform availability, integrity, and continuity through proper change management and operational discipline.
• Collaborate with approved vendors and ServiceNow partners as required.
• Evening or weekend work may be required for scheduled maintenance, service interruptions, or project deadlines.
• Occasional travel within Canada and the United States may be required.
• Perform additional responsibilities as assigned by the department Manager.

Requirements

• Certificate, Diploma, or Degree in Information Technology, MIS, or related field; or 5+ years of relevant experience.
• 3+ years of hands-on ServiceNow administration experience.
• 3+ years of team or supervisor experience.
• ServiceNow certifications (CSA, CIS-ITSM, CIS Discovery, CIS-HAM, CAD, ITIL, etc.) are strong assets.
• Additional certifications such as ITIL Foundation, CompTIA Security+, or cloud-related credentials are beneficial.
• Strong interpersonal skills, communication, leadership ability, teamwork, and a positive attitude.
• Works well within a team environment as well as individually.
• Excellent organizational and coordination skills.
• Sound analytical skills.

Benefits

• Benefits starting Day 1.
• Competitive starting pay.
• On-the-job training.
• A culture that strongly believes in promoting from within.
• Medical, dental, and vision coverage.
• 401k with company matching & retirement contribution.
• Employee Stock Purchase plan.
• Life Insurance and Disability Insurance.
• Paid vacations and holidays.
• Employee Assistance Program.