Four Seasons

Four Seasons

Analyst, Platform Management – ServiceNow

Four Seasons Corporate Headquarters Toronto · Contract

Sponsorship not specified$70k-$80kDetected 3 hours ago
JavaScriptData StructuresRESTAccessibilityHRCustomer SuccessCustomer SupportTest AutomationResearchCommunicationProblem Solving

About the role

  • About Four Seasons: Four Seasons is powered by our people.
  • It comes from our belief that life is richer when we truly connect to the people and the world around us.
  • About the location: Four Seasons Hotels and Resorts is a global, luxury hotel management company.

Responsibilities

  • Install, configure, maintain, and update ServiceNow platform components and user-facing experiences as assigned, including forms, lists, service catalog items, knowledge content, reports, dashboards, groups, roles, access controls, Customer Service Management case support, and Now Assist Platform skills.
  • Support routine administration, testing, documentation, and basic automation activities while coordinating with higher-level platform resources or managed services teams for complex changes.
  • Escalate unresolved or complex platform, workflow, integration, security, access, CSM, or Now Assist entitlement issues to senior ServiceNow administrators, infrastructure teams, security teams, ServiceNow Technical Support, or 3rd party managed services providers when internal troubleshooting options are exhausted.
  • Support ServiceNow account, group, role, and access requests in accordance with established security and access management processes, escalating exceptions or elevated access concerns as needed.
  • Document support activities, issues, resolutions, platform changes, access updates, and knowledge gaps to improve repeatable support processes and strengthen the ServiceNow knowledge base for agents and end users.
  • Support foundational configuration, adoption, and operational tracking for ServiceNow Customer Service Management and Now Assist Platform capabilities, including case support, entitlement awareness, knowledge readiness, AI skill enablement, assist usage reporting, and responsible use of AI-enabled support tools.
  • Due to the nature of the global 24x7 operations of our business, there could be the occasional requirement to be involved in after-hours support.
  • Account and Access Support
  • Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.
  • We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

Requirements

  • Ability to work under pressure.
  • A minimum of 0-2 years of relevant ServiceNow ITSM administration experience.
  • Bachelor's degree, college diploma, or equivalent experience in Information Technology, Computer Science, Business Technology, or a related field.
  • Data Migration: Ability to use Import Sets and Transform Maps to bring external data into the platform.
  • Exposure to CSM, and Now Assist capabilities is considered an asset.
  • ServiceNow Certiffied System Administrator (CSA).
  • ServiceNow Customer Service Management (CSM) Fundamentals, CSM Professional learning path, and Now Assist Platform learning are considered assets.
  • Platform Fundamentals: Proficient navigation, list/form configuration, and UI Policies.
  • Automation Basics: Configuring simple workflows, Flow Designer, and email notifications.
  • Environment Management: Understanding of Update Sets to safely migrate customizations from Dev to Test and Production instances.
  • Access Controls (ACLs): Basic grasp of field and row-level security mechanisms.
  • Scripting: Foundational JavaScript knowledge to interpret Client Scripts, Business Rules, and UI Actions would be considered an asset.
  • Self-Service Portals: Familiarity with the Employee Center or standard Service Portal components would be considered an asset.
  • Integration Awareness: Basic understanding of Web Services (REST/SOAP) and MID Server concepts would be considered an asset.

Skills

  • Exposure to Integration Hub, Virtual Agent, or Now Assist (AI) features would be considered an asset.
  • Understanding of the Configuration Management Database (CMDB), tables, columns, and relational database basics would be considered an asset.
  • Skill in gathering requirements from users and mapping business needs into clear Service Catalog items and forms.

Compensation

  • $70,000 - $80,000 CAD

Company info

  • We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return.
  • At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves.
  • At Four Seasons, we are powered by people and our culture enables everything we do.

Equal opportunity

  • Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
  • If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
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This listing is sourced directly from Four Seasons's careers page and normalized into a canonical job model.