Intermediate Analyst - ServiceNow ITAM (99994)

Employment Type: Full-time Regular

City: Calgary, AB (YYC)

Posting Open Date: 12/10/2024

Posting Close Date: 12/24/2024 (Please note the posting will close at 11:59pm MST)

Please Note: This is a hybrid position in Calgary or Toronto and requires in-person collaboration at the office a minimum of 3 days per week. This provides flexibility the remaining 40% of the work week.

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 Intermediate Analyst - ServiceNow ITAM will be responsible for overseeing the CMDB and asset management processes within the ServiceNow platform. This role involves ensuring compliance with software licensing agreements, optimizing software usage, and maintaining accurate records of WestJet’s IT assets. The ideal candidate will have a strong background in CMDB and asset management and a deep understanding of the ServiceNow SAM module.

Being a part of the data center asset management and CMDB team, the intermediate analyst will administer, implement key improvements, troubleshoot issues, and resolve incidents within the ServiceNow SAM and CMDB.

The Intermediate analyst will be involved in scrum methodology and will participate in estimations, planning, and delivery of sprints and provide input on developing requirements and propose solutions.

Key deliverables / responsibilities include:

• Administration of CMDB and Asset Management within ServiceNow.
• Conduct regular audits of software assets to ensure compliance with licensing agreements.
• Collaborate with IT and procurement teams to manage software licenses and renewals.
• Develop and implement CMDB and ITAM policies, procedures, and best practices.
• Lead change, incident, and problem management tasks within the product team.
• Understand the overall architecture of ServiceNow ITAM and CMDB and identify and troubleshoot challenges.
• Manage tickets and document steps taken to fix or improve work items.
• Contribute to knowledge management, develop support runbooks, and transition to operational processes.
• Improve security posture within ServiceNow.
• Participate in relevant audits if required.
• Mentor the Analyst group within the wider team.

Experience and qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in ITAM asset management or a similar role.
• Strong knowledge of ServiceNow SAM module and software licensing.
• Experience with data analysis and reporting tools.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong analytical and problem-solving abilities.
• ServiceNow Certified Implementation Specialist (CIS) – SAM or ITAM certification is a plus.
• Excellent time management skills, with the ability to manage multiple items.
• Incident and problem management skills.
• Willingness to learn related technology and business processes.
• Ability to determine root cause from outcomes.

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.

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. 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.