Job Description

WHO WE AREAs a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more atAt E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.OUR VALUESRESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATIONAs we continue to grow our Technology team, we are seeking an experienced ServiceNow Administrator to join our IT team. If you have a passion for everything to do with ServiceNow and enjoy providing improvements and recommendations on existing processes and tools, we want to hear from you.Reporting directly the Manager, Application Integration, you will be responsible for the design, development, build and customization of the ServiceNow application to ensure continuous operation and strategic enhancement of the platform. This role is dedicated to maintaining the platform\'s robustness through proactive system administration, collaboration with operational teams for workflow optimization, and the development of technical solutions to support essential services.You will play a critical role in defining and documenting the structure, connections, and relationships of systems to help support building out integrations or technical documentation. You will collaborate closely with cross-functional teams to understand business requirements and translate them into effective ServiceNow solutions. The ideal candidate will possess strong technical skills, a proactive mindset, and a passion for driving continuous improvement.Key duties of this role include:

• Ensuring the ServiceNow platform\'s reliability and efficiency through regular maintenance, guaranteeing its readiness for 24/7 emergency services operation
• Working closely with various departments to understand operational needs and translate them into effective ServiceNow solutions, fostering a collaborative environment for continuous improvement
• Providing immediate support to end-users by diagnosing and resolving issues swiftly, ensuring system functionality is maintained
• Collaborating with and supporting the process coordinators to design and implement automated process flows and user interfaces to streamline emergency response operations, increase efficiency and quick response time
• Keeping well-informed of the latest ServiceNow features and technologies, integrating innovative solutions to enhance service delivery and operational efficiency in collaboration with the Application Portfolio Manager
• Applying expertise in ServiceNow discovery and on the Configuration Management Database (CMDB) to ensure accurate and efficient asset and configuration management, supporting the integrity of service operations
• Managing and updating mid servers regularly to ensure their optimal performance and connectivity to ensure crucial platform efficiency
• Proactively address discovery-related issues, ensuring the system\'s ability to accurately discover and map network assets to minimize disruptions and inaccuracies
• Managing system integrity, performance optimization, and routine maintenance to minimize operational disruptions, enhance operational efficiencies and ensure the effectiveness of emergency communication services

What you will bring:

• Bachelor\'s degree in Computer Science, Information Technology, or a related field, or a combination of education, training and experience
• Minimum of 3 years\' experience in ServiceNow administration for on-premise and/or on cloud, ideally within emergency response or critical systems management
• Certified ServiceNow Administration certification is highly desirable
• Experience in automating workflows and optimizing processes to enhance the efficiency of emergency response operations
• Proficiency with ITIL V3 or higher, either through working experience and/or ITIL Certification
• Demonstrated success in system optimization, troubleshooting, and working in high-availability environments
• Deep understanding of the ServiceNow platform, ITIL processes, and ITSM frameworks, essential for effective system administration and customization
• Expertise in configuration and setting up ServiceNow solutions, specifically focusing on the design, architecture aspects of deploying ServiceNow
• Indepth understanding of ITSM and CMDB tools
• Familiarity with web technologies (HTML, CSS, JavaScript)
• Proficiency in IT Asset Management Lifecycle processes
• Strong troubleshooting permission and network connectivity issues resolution skills
• Proven ability to prioritize and operate in an environment with times of high pressure with an ability to provide fast paced response
• Exceptional problem-solving and analytical capabilities
• Excellent communication skills, with the ability to articulate technical information effectively across various organizational levels
• Strong inter-personal skills, with a proven track record of building relationships and fostering teamwork.

** This role requires the ability to provide after-hours support as needed to maintain service excellence (paid).What we offer:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary and extended health/dental benefits
• Generous vacation plan
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
• Pension - we are members of the Municipal Pension Plan, a defined benefits fund

Security Requirements:As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is five [5] years.To qualify for this process, a candidate may either be a Canadian Permanent Resident [PR] or Canadian Citizens. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.JOB DETAILS:

• Number of positions: Minimum of One (1)
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Wage/Salary: PG26 ($95,825 - $113,276)
• Employee Group: CUPE
• Department: Technology Services
• Location: Burnaby/Hybrid
• CLOSING DATE FOR APPLICATIONS: Friday, April 26th, 2024 @ 11.59pm

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability please email

E-Comm 9-1-1