ServiceNow Administrator / Developer (Intermediate)

About BFG

BFG is a 100% Canadian, national IT and electrical services company. We deliver coast-to-coast field services, implementation, and a 24/7 Support and deployment center staffed by BFG employees, supporting some of Canada’s largest national retailers and enterprise businesses.

Role Summary

The Intermediate ServiceNow Administrator / Developer supports, configures, and enhances BFG’s and clients ServiceNow platforms. Working under the direction of the Senior Product Development Specialist, you will handle day-to-day administration, build and test enhancements, and support the integrations and workflows behind our 24/7 operations. This role suits someone with solid hands-on ServiceNow experience who is ready to take on more complex development work.

Key Responsibilities

Platform Administration

• Perform day-to-day administration of ServiceNow, including users, groups, roles, access controls, and data quality.
• Resolve and troubleshoot platform issues for internal users and external clients, escalating complex problems as needed.
• Assist with upgrades, patches, and family releases, including regression testing.
• Monitor platform health and performance.

Development & Configuration

• Configure and develop business rules, client scripts, UI policies, UI actions, and script includes.
• Build and maintain Flow Designer flows, catalog items, and record producers.
• Support enhancements to ServiceNow modules, as required.
• Build reports and dashboards for operational and customer reporting.

Integration Support

• Support and troubleshoot integrations between ServiceNow and other enterprise systems using REST/SOAP APIs and IntegrationHub.
• Help build and enhance integrations under the guidance of senior team members.

Requirements & Delivery

• Take part in requirements sessions and help document user stories, specifications, and test cases.
• Contribute to sprint planning, testing/UAT, and deployments using update sets and standard release practices.
• Support trials, testing, and root cause analysis alongside cross-functional teams.

Documentation & Improvement

• Maintain configuration documentation, guidelines, and runbooks.
• Identify and recommend improvements to platform processes, automation, and user experience.
• Other duties as assigned.

Qualifications

Required

• Diploma or degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 2–4 years of hands-on ServiceNow administration and/or development experience.
• Working proficiency in JavaScript and GlideScript (server- and client-side APIs).
• Experience with Flow Designer, business rules, client scripts, and ACLs.
• Understanding of REST/SOAP APIs and basic integration troubleshooting.
• Exposure to Agile/Scrum delivery.
• Strong communication, analytical, and problem-solving skills.

Preferred

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD) or a Certified Implementation Specialist (CIS) credential in a relevant module.
• Experience with IntegrationHub, Service Portal, or Workspace configuration.
• Experience in IT services, field services, or managed services environments.