Senior Technical Support & ServiceNow Automation Specialist Toronto, ON Are you looking to join a company who is committed to investing in technology and is one of Canada\xe2\x80\x99s largest mortgage lenders? Are you excited to use your technical expertise to join a technology solutions entrepreneurial start-up within a well- established national financial services organization? Join our growing team of infrastructure support staff who truly make an impact on product and service delivery at CMLS Financial. The successful candidate will not only have an advanced level of technical expertise but as a director of IT infrastructure operations you are responsible for managing the overall development, implementation, and maintenance of an organization\'s information technology infrastructure. This position requires strong technical expertise and leadership skills to ensure the alignment of the organization\'s computer systems and applications with its goals and objectives. We are Canada\xe2\x80\x99s Mortgage Company. Founded in 1974, CMLS Financial is one of Canada\xe2\x80\x99s largest, independently owned mortgage services companies. 40+ years, 10 000 customers and 15+ billion in assets. Over the last decade, CMLS has demonstrated a growth path in products and services. CMLS Technology Solutions team provides technical expertise and dedicated support for all IT functional areas, including network set-up, development and production applications and services, and daily maintenance tasks pertaining to the data centre environments and all of our corporate office locations. About the Role:

• ServiceNow Administration
  • Manage the day-to-day operations of support and maintenance. They also work with the platform\xe2\x80\x99s functioning team to develop new ways to overcome challenges.
  • Collaborate with the ServiceNow team to create resources for requests and tasks. Workflows can be used to handle a variety of operations from various customers.
  • Create and develop a variety of training plans for end-users and modify the platform.
  • Create a system of integration and automation processes.
  • Manage the creation and customising UI policies, actions, scripts, pages, and business rules, among other things.
  • Assist and manage application upgrades, loading, and data maintenance.
• Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Contribute to solutions that will provide better employee operational efficiency and reduce technical management overhead.
  • Manage personal day to day support service levels set by the business.
• Acquisition & Deployment
  • Assist in software releases and hardware roll-outs according to internal change management and industry best practices.
  • Procurement of hardware or software as required by the business.
• Systems Analysis
  • Help to gather business requirements for various technology projects and initiatives
  • Document and contribute to technical designs and project plans for project initiation
• Systems implementation, operation, and administration
  • Manage and implement projects and initiatives
  • Develop and maintain a standardized operational framework to include procedures, guidelines, compliance, and reporting activities
  • Perform and support operational duties as required
• Security operational analysis and reporting
  • Enhance and operate Security related operational and reporting processes, ensuring adherence to service level agreements, and agreed deadlines
  • Identify and contribute to security related solutions based upon corporate objectives and corporate governance
• Customer and team support
  • Pro-actively assist the technical support specialists with support requests when required
  • Researching and resolving difficult and complex problems
  • Analyzing and identifying trends in issue reporting and devising preventative solutions
  • Mentoring other support personnel on hardware and software problem analysis and resolution
• Technical analysis and troubleshooting
  • Perform configuration and support for a wide range of devices and applications, including but not limited to: Desktops, Laptops, Servers, Printers, Telephones, Mobile devices, and applications
  • Work with team or independently on IT projects, operations, and continuous improvement initiatives
• Communication and time management
  • Communicate effectively and pro-actively at all levels
  • Assist other IT team members when required
  • Provide after-hours service as required

This role is for you if you have:

• Knowledge Of:
  • Software requirements gathering and development life cycle as it pretains to ServiceNow
  • ServiceNow administration and platform management
  • Knowledge of advanced computer hardware, including desktop imaging, hardware provisioning and being comfortable using remote support systems.
  • Experience with desktop and server operating systems, including OS patching, security updates, backups, advanced troubleshooting and re-imaging.
  • Extensive application support experience with windows 7+ operating systems, Microsoft office products. Familiarity with administration of SharePoint as asset.
  • Working knowledge of a range of diagnostic utilities.
  • Experience working in an ITIL and Cobit-driven environment, and working knowledge of ITIL and Cobit principles and processes an asset.
  • Fluent English written and oral communication skills. French is not required but an asset.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Sense of humor and strong skills working within a team.
  • Strong documentation skills.
• Ability To:
  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly, business-friendly and technical language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Willingness to learn new technical skills and best practices.
  • Comfortable with change.
  • Ability to share knowledge and buid strong relationships with other support teams members
  • Balance operational tasks with project and KTLO work.
  • Ability to break and completed large and complex work streams (Problems, Projects, Operaional Tasks)
  • Ability to effectively prioritize and execute tasks in high-pressure situations.

• College diploma or university degree in the field of computers and/or 5 years\xe2\x80\x99 equivalent work experience.
• Certifications in Microsoft operating systems, network + or ITIL Foundations an asset. (not required but recommended)
• Certificated ServiceNow System Administrator and/or ServiceNow Fundamentals. (not required but recommended)
• Experience with incident and change management systems
• Experience in analysis, implementation and evaluation of IT systems and their specifications
• Supported windows based enterprise applications and have experience in supporting the following:
  • VMWare Server Virtualization technology
  • Network administration including the support of Firewalls, network switches and routers.
  • Experience in managing, deploying and using cloud service (Microsoft Azure experience an asset)
• Are experienced and knowledgeable in information technology information library (ITIL) and or COBIT methodologies;
• Financial services or FinTech industry experience is considered an asset.

Skills and Abilities:

• Behaviours:
  • Customer Focus: identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers.
  • Understanding Others: seeks to understand their individual perspectives and concerns and actively listens to check understanding.
  • Adaptability: tries new ways to do things; for example, coming up with alternative methods or ways of working.
  • Approach to Thinking: thinks through situations of varying degrees of complexity and ambiguity, identifying several likely causes or consequences of a situation.
  • Attention to Detail: manages, tracks and attends to multiple pieces of information, bringing order and clarity, ensures accuracy.
  • Conceptual Thinking: develops innovative or creative insights and procedures; specifically, sees patterns or trends; for example, spotting recurring problems.
  • Information Seeking: a desire to know more and seek information to inform decisions.
  • Self-Confidence: functions independently and with confidence in challenging situations, trusting own judgment.
• Technical:
  • Computer skills: independently supports business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others.
  • Data Management: works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives.
  • Planning and Organizing: works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet meet/business objectives.
  • Policy and procedures: works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures.
  • Verbal and Written Communication: uses clear and effective verbal and written communications skills and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Benefits and Perks
Some of the benefits we offer at CMLS are:

• Health and Wellness Spending Accounts
• Health, Drug, Vision, and Dental benefits
• Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
• RRSP Matching Program
• Maternity / Parental Leave Top Up Program
• Discounted gym memberships
• Travel assistance and EAP
• Business Casual dress code
• Company social events + sport teams
• Hybrid work arrangements and telecommuting opportunities
• And more!

Who are we?
Established in 1974, CMLS Financial is the leading provider of capital solutions for commercial property owners, developers and real estate investors. We have over 45 years of experience, 20,000 clients, $25 billion in assets under administration, and offices coast to coast. Some of Canada\'s most prominent banks, investment managers, insurance companies, and pension funds rely on CMLS Financial for a variety of critically important mortgage services. What sets us apart is our customer forward approach. Building on our solid foundation of financial strength and experience, we continue to deliver unparalleled capital solutions for all our clients needs. You will love working here
Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Our employees are able to gain valuable industry exposure, lots of learning opportunities, and truly impact the business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it. Equal Opportunity Employer
CMLS Financial is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process. We want to hear from you!
If you are confident that you would be a strong asset to our team, submit both a cover letter and resume today! We thank all applicants for their time in applying, however we will only contact those selected for an interview. Consideration of applications will begin immediately and continue until the position is filled.