ServiceNow Platform Engineer

Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world.

Team & Job Overview

The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:

• Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
• Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
• Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
• Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

The Platform Engineer is a critical role within our Now Platform Squad which supports internal operations and business employees of EDC. The ServiceNow Platform Engineer is primarily focused on ensuring a smooth employee experience in all aspects related to the ServiceNow technology by enabling our Now Platform team through customer support and guidance, knowledge improvement and process improvement. It also covers an aspect of continuous improvement, with capability improvements, trend analysis, support of special grow projects, and collaborating with ServiceNow Analysts and business stakeholders to better support the organization. Expect to be involved in the IT organization on advanced issues and enhancements initiatives.

The Platform Engineer is the first contact support for all EDC employees in business operational modules, such as customer management, workspace delivery, risk management, case management and other fields. To be successful in this role, you will have to use your proven troubleshooting skills, analytical aptitude, problem-solving skills, and high level of communication.

Key Responsibilities

• Perform day-to-day operations of platform configuration, maintenance, and support of customer requests.
• Walk the customer through the problem-solving process and ensure issues are resolved to satisfaction.
• Design and implement to avoid the same problem to happen again
• Contribute to the improvement of service methods
• Communicate with customers to identify their needs and actively participate in their resolution.
• Document issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions in order to build the Knowledge base.
• Lead the technical governance procedures & their improvements
• Identify operational needs, recommend and implement improvement strategies
• Analyze the monthly metrics report and apply improvements
• Provides supervision and major incident coordination, reviews and validates long-term solutions mitigating future occurrences of a problem.
• Performs root cause analysis and develop templates, checklists, and references for typical platform problems.
• Develop and Test ServiceNow software solutions, workflows or integrations.
• Proficiency with ServiceNow ITSM
• Collaborate with offshore and other IT infrastructure teams.
• Keep up to date with ServiceNow technology

Screening Criteria

• Bachelor’s degree in computer science or a closely related discipline, or an equivalent combination of formal education and experience with a minimum of 10 years of experience in Information Technology projects.
• Minimum of 5 years of applied experience on the ServiceNow platform.
• Appropriate ServiceNow Certifications

Assets

• Proficiency in ServiceNow CSM and other business modules.
• Proficiency with Service Now ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis.
• Proficiency with AppEngine, Data Management in ServiceNow
• Proficiency with command line, PowerShell, and comprehension of scripting commonly used in Windows environments.
• Proficiency in Microsoft 365 Suite
• Bilingual in both official languages (English and French)

Salary Range

• Platform Engineer 18: Salaries are based on qualifications and experience and typically range from $92,355 To $123,140 plus a performance-based incentive.

Location

• Export Development Canada is a hybrid work environment.
• This role may be performed from EDC’s headquarters in Ottawa, or from the Community Hub in Toronto, Mississauga, Montreal, Laval, Brossard, Calgary, Halifax, or Vancouver.
• Relocation assistance is available for eligible candidates.

EDC's Commitment to Employment Equity

EDC is committed to employment equity and achieving a diverse workforce. EDC actively encourages applications from women, Aboriginal peoples, visible minorities, persons with disabilities and members of the 2SLGBTQI+ community. If selected for an interview, please advise us if you need any special accommodation.