Service Management Lead Jobs

About Us
At Amica we are united in our purpose to provide the best care in Senior Living in a supportive environment. We are setting a new standard for senior living in Canada by combining unparalleled premium hospitality and amenities with expert care and support to deliver a personalized senior living experience. We are committed to enriching the lives of seniors now and as their needs change, and offer Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options. Established in 1996, we own and operate 32 residences in British Columbia, Alberta and Ontario, and continue to grow in select markets. Find out how you can become part of a team where you belong and make a real impact every day.
The Opportunity
Reporting to the Senior Manager, IT Service Delivery, the IT Service Management Lead/Analyst will administer, manage and support Amica’s ServiceNow platform and will lead the ITSM operational governance. To be successful in this role, you will need to be detail oriented, technically sound with a focus on processes, continuous service improvement and customer satisfaction.
What You Will Be Doing
ServiceNow Administration

• Manage all projects related to ServiceNow including external application integrations with ServiceNow.
• Perform enhancements to improve end user experience.
• Manage the IT and end user knowledge bases.
• Perform consulting services/education to other departments or users related to the use or functionality of ServiceNow.
• Maintain/create configuration items, approval workflows, templates, tables, assignment groups, portal enhancements, etc., based on best practice.
• Manage all ServiceNow upgrades to maintain N-1 compliance via the change management process.
• Work toward having ServiceNow being the main interface for the business to engage IT services.
• Perform base ServiceNow administration. Manage external support vendors.
• Create/maintain customer surveys and report on CSAT results.
• SME for all requests or incidents related to ServiceNow.
• Perform analysis on processes outside of ServiceNow to determine if they should be moved into the platform. Business case and manage the implementation.
• Maintain/create all ServiceNow reports and dashboards.
• Maintain proper license compliance.
• Perform analysis/continuous service improvements on existing processes, workflows, etc. and implement changes/improvements.
• Provide application troubleshooting and support.

IT Service Management

• Perform consulting services/education to other departments or users related to ITSM.
• Document and maintain IT Service Management Governance

Change Management

• Chair Weekly Change Advisory Board Meeting.
• Engage teams for review on failed changes.
• Maintain governance policy and procedures.
• Report on Change Success and failures.
• Create/maintain standard, normal, and emergency change process and templates.
• Report on weekly approved and unapproved changes.

Problem Management

• Perform trend analysis on incidents and proactively raise Problem tickets to perform RCA.
• Vendor management
• Report on all RCA status
• Preform RCAs on all P1 incidents.

Incident and Request Management

• Deliver aging ticket reporting and work with teams to reduce volumes which will drive customer satisfaction.
• Monitor ticket approvals to and engage/report where required to avoid delays in fulfilment.

Service Level Management

• Create reporting based on key SLAs.
• Create the ability to report on key business application availability.
• Maintain SLAs in ServiceNow.

What We’re Looking For

• Bachelor's degree or college diploma in information systems support or related field from an accredited college or university.
• Experienced with gathering business requirements and translating them into IT deliverables.
• Experience with managing projects end to end. Experienced with the practices and principles of project management.
• Experienced working within and managing IT service management disciplines – Change Management, Problem Management, Incident Management, Service Request Management, Service Level management.
• Read and interpret technical documents common to this environment.
• ITIL foundations V3 or higher certified.
• Strong understanding of processes and workflows and operationalizing them.
• Minimum of 3 years of related experience administering ServiceNow.

What You Can Expect From Us

• A diverse and inclusive environment where individual differences are celebrated, and you’re encouraged to be your best self
• Participation in Amica’s Flex or Hybrid work model providing team members the opportunity to work a combination of days both in office and remotely
• A collaborative environment where we support each other to succeed as a team
• Comprehensive benefit package including RRSP matching
• Learning opportunities to help you grow and support for professional development and designations
• Our office is centrally located in the financial district, on the PATH and the TTC subway line, and provides easy access to downtown amenities

At Amica Senior Lifestyles we are passionate about working together in a supportive and inclusive environment that fosters innovation and turns ideas into action. We remain committed to creating workplaces that reflect the communities in which we operate. We are actively seeking applicants from all religions and ethnicities, LGBTQ2s+, Black, Indigenous, racialized people, and persons with disabilities and encourage people from all backgrounds to apply for our positions.
Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
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