Analyst, Platform Management – ServiceNow

Four Seasons Hotels and Resorts • Toronto, ON

3d • CA$70,000 - CA$80,000 • Hybrid

About The Position

The purpose of the Analyst, Platform Management – ServiceNow is to provide timely and effective first-level platform support, administration, and user assistance for ServiceNow users and stakeholders. The role supports incident intake, troubleshooting, account and access requests, documentation, reporting, and escalation of complex issues while helping maintain productivity across Hotel, Corporate IT, and Operations teams. Reporting to the Senior Director, Enterprise Support Services, the position also supports foundational ServiceNow Customer Service Management (CSM) capabilities and Now Assist Platform entitlement activities, including knowledge readiness, assist usage reporting, and AI-enabled support adoption.

Requirements

• A minimum of 0–2 years of relevant ServiceNow ITSM administration experience.
• Bachelor’s degree, college diploma, or equivalent experience in Information Technology, Computer Science, Business Technology, or a related field.
• ServiceNow Certified System Administrator (CSA).
• Platform Fundamentals: Proficient navigation, list/form configuration, and UI Policies.
• Automation Basics: Configuring simple workflows, Flow Designer, and email notifications.
• Data Migration: Ability to use Import Sets and Transform Maps to bring external data into the platform.
• Environment Management: Understanding of Update Sets to safely migrate customizations from Dev to Test and Production instances.
• Access Controls (ACLs): Basic grasp of field and row-level security mechanisms.
• Strong communication and customer support skills with the ability to provide timely, clear, and service-oriented assistance to end users and internal stakeholders.
• Service oriented with a focus on troubleshooting, problem solving, documentation, and appropriate escalation.
• Highly motivated and organized with attention to detail.
• Ability to work under pressure.
• Flexible and dependable.
• Team player.
• Incident & Request Management: Ability to process, route, and triage tickets while managing Service Level Agreements (SLAs).
• Process Translation: Skill in gathering requirements from users and mapping business needs into clear Service Catalog items and forms.
• Documentation & Testing: Competence in drafting release notes, test scripts, and standard operating procedures (SOPs) for platform changes.
• Access Administration: Understanding of least-privilege security by mapping roles to groups and managing user profiles.
• Reporting & Dashboards: Ability to build and schedule regular performance metrics and business dashboards.

Nice To Haves

• Exposure to CSM, and Now Assist capabilities is considered an asset.
• ServiceNow Customer Service Management (CSM) Fundamentals, CSM Professional learning path, and Now Assist Platform learning are considered assets.
• Scripting: Foundational JavaScript knowledge to interpret Client Scripts, Business Rules, and UI Actions would be considered an asset.
• Self-Service Portals: Familiarity with the Employee Center or standard Service Portal components would be considered an asset.
• Integration Awareness: Basic understanding of Web Services (REST/SOAP) and MID Server concepts would be considered an asset.
• Automated Testing: Familiarity with the Automated Test Framework (ATF) to streamline upgrades and application releases would be considered an asset.
• Advanced Engine Tools: Exposure to Integration Hub, Virtual Agent, or Now Assist (AI) features would be considered an asset.
• Data Structure: Understanding of the Configuration Management Database (CMDB), tables, columns, and relational database basics would be considered an asset.

Responsibilities

• Respond to ServiceNow support requests through incident queues, help desk channels, and stakeholder inquiries; troubleshoot user, access, workflow, reporting, knowledge, and platform usability issues; document actions taken and escalate complex issues to senior platform, infrastructure, security, vendor, or managed services teams as required.
• Install, configure, maintain, and update ServiceNow platform components and user-facing experiences as assigned, including forms, lists, service catalog items, knowledge content, reports, dashboards, groups, roles, access controls, Customer Service Management case support, and Now Assist Platform skills. Support routine administration, testing, documentation, and basic automation activities while coordinating with higher-level platform resources or managed services teams for complex changes.
• Escalate unresolved or complex platform, workflow, integration, security, access, CSM, or Now Assist entitlement issues to senior ServiceNow administrators, infrastructure teams, security teams, ServiceNow Technical Support, or 3rd party managed services providers when internal troubleshooting options are exhausted.
• Support ServiceNow account, group, role, and access requests in accordance with established security and access management processes, escalating exceptions or elevated access concerns as needed.
• Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps to improve repeatable support processes and strengthen the ServiceNow knowledge base for agents and end users.
• Support foundational configuration, adoption, and operational tracking for ServiceNow Customer Service Management and Now Assist Platform capabilities, including case support, entitlement awareness, knowledge readiness, AI skill enablement, assist usage reporting, and responsible use of AI-enabled support tools.
• Due to the nature of the global 24x7 operations of our business, there could be the occasional requirement to be involved in after-hours support.

Benefits

• Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree