Work in Tech

ABOUT GOWLING WLG

At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.

Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - in all that we do.

Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.

Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members work together, and are respected and valued for their individual contributions.

PROFILE

We are seeking a highly skilled and motivated ServiceNow Administrator to manage, maintain, and enhance our ServiceNow platform. The ideal candidate will be responsible for ensuring system stability, customizing and configuring solutions to meet business needs, and collaborating with stakeholders to optimize IT service management processes. This role also involves managing vendor relationships and providing training and support to end-users.

This position can be based in any of our Canadian offices!

RESPONSIBILITIES

System Maintenance and Troubleshooting

• Perform routine maintenance tasks, including system health checks, patch management, and performance tuning.
• Monitor and manage system updates, annual upgrades, and patches to maintain platform security and performance.
• Troubleshoot and resolve incidents and service requests related to the ServiceNow platform.

Platform Customization and Development

• Customize and configure the platform, including the employee portal, workflows, forms, and reports, to meet IT and business requirements.
• Develop and implement custom applications, modules, and system integrations based on organizational needs.
• Collaborate with stakeholders to gather requirements and translate them into functional solutions.
• Help develop and ensure adherence to best practices for update set promotion between instances.
• Maintain thorough documentation of customizations and configurations.

Vendor and Relationship Management

• Help manage relationships with ServiceNow and third-party service providers to ensure high-quality support and services.
• Coordinate with vendors for troubleshooting, escalations, and issue resolution.
• Provide input on vendor performance and compliance with service level agreements (SLAs) and contractual obligations.

Process Improvement and Best Practices

• Identify opportunities for system enhancements and process improvements.
• Implement best practices for system design, configuration, and user experience in coordination with IT Development teams.
• Help conduct regular system audits to ensure compliance with organizational goals and licensing requirements.

End-User Support and Training

• Provide support to end-users by resolving issues, answering questions, and delivering training as needed.
• Collaborate with the Learning and Development team to develop and maintain user documentation, training materials, and knowledge base articles.
• Conduct training sessions and workshops to enhance user adoption and understanding of the platform.

Reporting and Analytics

• Develop and maintain dashboards, reports, and metrics to monitor functional areas such as IT Asset, ITSM, and CMDB management.
• Collaborate with the ITSM practice manager to create and maintain change, incident, and problem KPIs and KPRs.
• Provide data-driven insights and recommendations to support decision-making and strategic planning.

QUALIFICATIONS

• Bachelor’s or college degree in Information Technology, Computer Science, or a related field.
• Relevant ServiceNow certifications (e.g., ServiceNow Certified System Administrator, Certified Implementation Specialist) are highly desirable.
• Minimum of 3 years of experience as a ServiceNow Administrator or Specialist.
• Proven expertise in system updates, troubleshooting, and performance management.
• Experience configuring service portal, applications, workflows, asset discovery, and system integrations.
• Strong understanding of core ServiceNow modules (e.g., ITSM, ITOM, CMDB) and configuration/development tools.
• Proficiency in scripting languages such as JavaScript and familiarity with ServiceNow APIs is a plus.
• Excellent problem-solving skills and the ability to troubleshoot complex issues.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Experience with form design, workflow automation, and report creation.
• Familiarity with ITSM processes and best practices.
• Proficiency in database management and SQL is an asset.
• Strong communication and interpersonal skills, with the ability to collaborate across technical and non-technical teams.
• Proven ability to manage vendor relationships and contracts effectively.
• Detail-oriented with a commitment to high standards of quality and accuracy.

Gowling WLG employees benefit from a hybrid work environment.

The starting range for this role is $70,000 to $90,000. Starting salary will be determined based on an applicant’s individual skills, competencies and unique qualifications. Gowling WLG employees have the potential to exceed this range based on tenure and performance.

Not sure if you meet all the requirements? If you are excited about this opportunity but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.

While we appreciate all applications received, only those candidates selected for an interview will be contacted.