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IT Service Management Platform Specialist

Date: May 3, 2021

LOCATION: Calgary, Alberta (CA-AB)
JOB NUMBER: 52864

Why you should join us: 

Do you have expertise in ServiceNow and ITSM practices, and experience as a Scrum Master?  If so, we would like you to be the primary contact for the oversight and coordination of ServiceNow Development for IT related work. You will work with the ServiceNow Platform team and be the interface between the development teams and the D&IT (Digital & Information Technology) Product Owners.  You will coordinate requirements gathering workshops, develop assigned requirements, and facilitate testing for work completed within the IT development pod.  As a scrum master, you will be responsible for understanding the big development picture of each sprint. You will also be responsible for delegating tasks appropriately and ensuring the team is working on the right tasks at the right time. 

You will use your expertise to: 

  • Enable continual service improvement through the effective use of metrics and key performance indicators as well as service delivery gaps analysis
  • Support of Incident and Problem data for trends and recurrence of issues for the Services provided in the ServiceNow development IT Pod, finding opportunities to reduce the frequency, and eliminate service impacting events
  • Support the implementation of reporting tools, including the analysis and administration of ServiceNow to understand key performance indicators for service delivery
  • Develop and lead standards for the D&IT service management platform and associated toolsets and promote the use of continuous integration (CI) and continuous delivery (CD) practices where possible to deliver business value faster
  • Champion best practices and provide process guidance and education to IT teams on the design and planning of our service platform and associated toolsets
  • Create an environment that supports customer self-service and automation of routine service requests
  • Develop self-auditing and compliance capabilities around ITSM procedures
  • Coordinate sprints, product reviews, retrospective meetings, and daily stand-ups as a Scrum Master  
  • Work with product owners to handle backlogs and new requests  
  • Resolve conflicts and remove obstacles for the team  

We’d like to review your application if you have… 

Must-haves (minimum requirements): 

  • 10 years of ITSM development experience in an enterprise environment with ServiceNow
  • Experience with technical ServiceNow components such as: business rules, client scripts, UI policies and actions, UI pages and macros, script includes, catalog items, workflows, web services, and reports 
  • Experience in a scrum master role - Excellent knowledge of Scrum techniques and artifacts (such as definition of done, user stories, automated testing, backlog refinement)  
  • Experience with working or developing in the following programming languages: HTML 5, CSS3, JavaScript, JavaScript API, Client and Server-side Scripting, ServiceNow API's, Web Services  
  • A Bachelor’s Degree in Computer Science or related field  
  • Proficiency with ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, PPM, Discovery, Knowledge, CMDB, etc.  
  • Strong understanding of the ServiceNow Platform to influence how it is configured to support Service Management, II Asset, CMDB, Sec Ops, IT Operations Management. 
  • Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features
  • Strong Knowledge of ITIL principles and experience applying ITIL guidance to IT service 
  • Ability to work with end users, technical staff, and management as necessary  
  • Strong documentation and verbal/written communication skills  
  • Strong multi-tasking and analytical skills  
  • Alignment with our values: safety above all else, stronger together, operational discipline, curiosity and lifelong learning, and act with integrity 

Preference for: 

  • ServiceNow certification  
  • ITIL v3 or v4 certifications 
  • PMP designation   

Where you’ll be working, your work schedule, and other important information: 

  • You will work out of our Calgary head office, located in the Suncor Energy Centre at 150 – 6th Ave S.W. 
  • Hours of work are a regular 40-hour work week, Monday to Friday, with the potential for extended work hours based on business needs 
  • We require qualified and safety-focused employees for business-critical roles that maintain our commitment to operational excellence and reliable operations. We are using technology to conduct virtual interviews to adhere to physical distancing recommendations and we are well set up for remote onboarding and orientation 
  • Suncor encourages everyone to do their part and support global efforts to limit the impact of COVID-19 with good hygiene practices, physical distancing, and with care and consideration for the people around you. For more information on how we’re responding to COVID-19, click here. #StrongerTogether 

Why Suncor?

We are Canada's leading integrated energy company with a business portfolio that includes oil sands development and upgrading, offshore oil and gas production, petroleum refining, and product marketing under the Petro-Canada brand. Our global presence offers rewarding opportunities for you to learn, contribute, and grow in a variety of career-building positions. We live by the value of safety above all else – if it isn't safe, we don't do it. Our strong track record of growth and a focus on sustainability mean tremendous potential for the future. Learn about our purpose and values.

In addition to rewarding job opportunities, we offer an attractive employee package, including:

  • Competitive base salary, compensation programs, and an annual incentive program
  • Flexible benefits package
  • Rewarding pension and savings plans

Stay connected to us:

We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a diverse and inclusive work environment where every employee feels valued and respected. We will consider accessibility accommodations to applicants upon request. Check out our social goal to learn how we are working to build greater mutual trust and respect with the Indigenous Peoples in Canada.

Please note that our job postings are typically open for two weeks, so don't delay, apply now.

JOB CATEGORY: Business Professionals