ServiceNow System Administrator & Team Supervisor

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

  What You Will Do: 

• Team Leadership & Collaboration  
• 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.  
• Process & Workflow Development  
• 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.  
• Project Delivery & Continuous Improvement  
• 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 which may impact delivery 

Operational Support : 

• 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.   

Other Duties :

• 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    

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