Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Summary:
As a ServiceNow Administrator/Developer, you will be responsible for building, supporting, and continuously improving our ServiceNow platform to meet the evolving needs of PointClickCare. You'll combine hands-on administration with creative development — configuring workflows, designing integrations, and delivering features that make it easier for every team across the company to get things done. This is a collaborative, high-impact role that sits at the intersection of technology and people.
Responsibilities:
Platform Administration & Development — Serve as a primary owner of the ServiceNow platform's day-to-day health, handling break-fix resolution, feature implementations, patch management, upgrades, and ongoing compliance monitoring. Develop and configure platform components including Business Rules, Client Scripts, Script Includes, UI Actions, UI Pages, and ACLs. Build custom applications and automate processes using Flow Designer flows and actions on the Now Platform.
ITSM Module Ownership & Service Catalog — Configure, maintain, and expand core ITSM modules — Incident, Problem, Change, Request, Knowledge, and CMDB — in alignment with ServiceNow and ITIL best practices. Partner with Technology & Support Services and business stakeholders to grow the Service Catalog and Service Portal, ensuring offerings reflect current business needs and drive end-user adoption.
Integrations, Reporting & System Health — Design, build, and maintain integrations between ServiceNow and third-party systems using REST/SOAP APIs, JSON, MID Servers, and other web-based technologies. Coordinate data integrity between ServiceNow and connected systems, create meaningful reports and dashboards, and proactively monitor platform usage, health, and compliance across all modules.
Upgrades, Vendor Management & Continuous Improvement — Plan and execute platform upgrades, hot fixes, and patch deployments to mitigate security vulnerabilities and maintain platform stability. Collaborate with the ServiceNow vendor on high-impact tickets and remediation efforts. Continuously evaluate new ServiceNow capabilities and recommend improvements that align with organizational goals and ITIL best practices.
Testing & Quality Assurance — Define and execute structured testing strategies covering unit, integration, and regression scenarios. Conduct peer code reviews to enforce platform standards and ensure all delivered solutions are robust, scalable, and maintainable before moving to production.
Documentation & Knowledge Management — Develop and maintain comprehensive technical documentation including architecture guides, process manuals, configuration notes, and policies. Ensure knowledge continuity across the NES team and empower end-users through well-structured, accessible resources.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Qualifications:
3+ years of hands-on experience with the ServiceNow platform
Experience with ServiceNow ITSM modules: Incident, Problem, Change, Request, Knowledge
Working knowledge of JavaScript, HTML, CSS, JSON, and REST/SOAP APIs
Experience in a customer-facing or helpdesk environment
Strong analytical, troubleshooting, and communication skills
Ability to manage and prioritize multiple concurrent requests in a fast-paced environment
Nice to Have Skills & Experience
Experience with ServiceNow HRSD Module
Nice to Have:
ServiceNow Certified System Administrator (CSA) certification
Hands on experience with AI tools such as ChatGPT, Claude, or Copilot. Designing useful prompts to assist in getting work done faster.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.