Senior Analyst, Servicenow Itom

Employment Type: Full-time Regular

City: Calgary, AB (YYC)

Posting Open Date: 02/13/2025

Posting Close Date: 02/26/2025 (Please note the posting will close at 11:59pm MST)

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us, this is where your career story takes off.

Overview of role:

The Senior Analyst is responsible for being a lead technical resource within the team the role reports, supporting the ServiceNow CMDB and ITOM Discovery systems that are key to delivering value to WestJet.

Being the lead analyst within a CMDB/Discovery pod, the senior analyst will administer, implement key improvements, troubleshoot issues, and resolve incidents within the technology stack that supports the business unit. Playing a key role in change, incident, and release management for the product stack, the analyst will maintain the stability and functionality of the systems supported.

The senior analyst will lead the technical aspects within the scrum methodology and will participate in estimations, planning, and delivery of sprints. Can be asked to provide input on developing requirements and propose solutions that meet business needs. As part of your role, you will be designing, developing, implementing, and supporting Discovery and CMDB within the ServiceNow platform. You will collaborate closely with stakeholders to identify their needs, architect innovative technical solutions, and streamline processes with a strong focus on discovery.

Key deliverables / responsibilities include:

• Administration of CMDB/Discovery focused team

• Technical lead for sprint work items identified as priority within timelines

• Leads in change, incident, problem management tasks within product team

• Understanding of overall architecture of CMDB and ITOM Discovery and how to identify and troubleshoot challenges within, provides insights and expertise where required.

• Ticket management, documentation of steps taken to fix or improve work items

• Knowledge management input, development of support runbooks and transition to operation process

• Create and analyze data within reports and dashboards providing actionable IT information to stakeholders.

• Assist with the development of Service Mapping within ServiceNow using Discovery and CMDB

• Responsible to ensure that all knowledge management is up to date and published for CMDB/Discovery

• Ownership of security posture within technology stack supported.

• Participation in relevant audits if required

• Mentorship of Analyst group within the wider team
  

Experience and qualifications:

• Bachelor's degree in Technical Field

• 6+ years in ServiceNow CMDB/ITOM Discovery

• Excellent time management skills, ability to manage multiple items.

• Incident and problem management skills

• Willingness to learn related technology and business process

• Ability to determine root cause from outcomes

• Certifications in ServiceNow and ITOM Discovery required

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now!

About WestJet Group of Companies

Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

For more information about everything WestJet, please visit WestJet.com.

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