Job Description

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that's where you come in. We need your talent to help us build major projects to meet growing demand. To help our customers find clean energy solutions for their homes and businesses and to be ready to respond during storms and outages to keep our system reliable.Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a solution to climate change while safely providing clean, affordable electricity to our customers.We offer a healthy work life balance, training opportunities and career progression. We're proud to be ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we build an even cleaner B.C.

Duties:

* Provide operational management and technical leadership for ServiceNow IT Service Management platform.

* Manage and mentor a team of 3 ServiceNow System Administrators in day to day performance of work; develop resource plans; determine business priorities and recommend options; ensure deadlines and deliverables are met; lead in troubleshooting and resolution.

* Monitor application health, availability, security and performance of platform.

* Manage ServiceNow environments and ensure all instances are updated on an as required basis.

* Perform regular review of system platform configuration and enhancements to identify opportunities to improve customer experience.

* Monitor incident, problem and request tickets to ensure trouble calls and support requirements are dealt with in a timely, and effective manner to ensure SLA is met.

* Oversee submission of changes to the ServiceNow change advisory board.

* Collaborate with ServiceNow vendor support, and internal ServiceNow architecture team concerning technical aspects of annual upgrade, patch installation and hot fixes.

* Provide input to ServiceNow solution roadmaps and work programs.

* Oversee and validate System Administrators translation of business requirements to technical requirements on development and configuration.

* Consult and confirm business requirements with Business Analysts, Process Owners and business counterparts on a required basis.

*Oversee the creation and maintenance of knowledge articles related to the use of the ServiceNow platform.

* Oversee the creation and maintenance of operational documentation and standard operating procedures to reduce support risk and inefficiency.Knowledge, Skills and Abilities:

* Functional and technical knowledge on ServiceNow including but not limited to incident, problem, request, service catalogue, service asset and configuration management, knowledge, event, service level , service portal, system integration, discovery and service mapping (ITOM), and reporting.

* Ability to manage and mentor MoveUP (union) employees.

* Ability to engage stakeholders, facilitate discussions, and provide solutions.

* Excellent written and oral communications skills.

* Effective presentation skills, including the ability to convey complex technical issues to diverse audience.

* Solid understanding and working knowledge of infrastructure / network support, and system integrations.

Qualifications:

* Bachelor degree in Computer Science or equivalent.

* Minimum of 7 years in application support, including 3 years of ServiceNow implementation/support.

* 3+ years of management experience for technical professionals.

* ITIL Foundation certification.

* ServiceNow System Administrator certification.

* Other ServiceNow certificates are considered as assets.

BC Hydro employees will be required to provide proof they are fully vaccinated.

We're always looking for exceptional people to bring new ideas, fresh thinking and the motivation to help shape the electricity system in B.C. It's an exciting time to be a part of our team as we invest in our system and prepare to meet the challenges of tomorrow.

Our values guide our work. Want to join us?

We are safe.

We are here for our customers.

We are one team.

We include everyone.

We act with integrity and respect.

We are forward thinking.

BC Hydro is an equal opportunity employer.We include everyone. We welcome applications from anyone, including members of visible minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.We are also happy to provide reasonable accommodations throughout the selection process and while working at BC Hydro. If you require support applying online because you are a person with a disability, please contact us at Recruitmenthelp@BCHydro.com

All BC Hydro employees will be required to show proof of full Covid-19 vaccination.Flexible work model role definitions

Our four role types identify the degree of flexibility an employee could have to work from home based on the type of work they do. The flexibility for an individual job is up to the manager for each position and the operational requirements. Employees also have the right to work full-time from the office if they prefer. All of our roles require at least some in-person time.I

BEW/Field - No option to work from home

Resident - Works primarily (4+ days per week) in the office.

Hybrid - May be able to work from home up to 3 days per week.

Remote - Works from home 4+ days per week

Closing Date:2022-05-02