Alquemy Search & Consulting
ServiceNow System Administrators (2-3 positions)
Work Location: Hybrid – Calgary, AB (approximately 2/3 days in office)
• ** local candidates preferred BUT NEED THE EXPERTISE so are open to non-local/remote candidates
Project Duration: October 2025 to March 2026
Reporting to the Technical Lead, Service Delivery, the ServiceNow System Administrator is responsible for implementing and configuring key ServiceNow features to streamline customer service.
Key Responsibilities:
Implement Universal Request: Configure Universal Request to replace the current “Interactions” intake module for all customer contact points, including phone, portal, email, and in-person visits. Chat intakes will not be affected by this change.
Create a Unified Services Portal: Build a single, cohesive services portal in ServiceNow that allows customers to track their Universal Request tickets and communicate directly with support teams. This portal will integrate IT, HR, and Finance teams, who currently operate in separate scopes. The design for this new portal will be provided by the University Digital Experience team via Figma.
Standardize Scopes for HR and Finance: Migrate the HR and Finance teams from their custom, scoped applications to a standard incident and request scope within ServiceNow.
Ensure Documentation and Sustainability: Develop and maintain detailed change control, system, and procedural documentation for all configurations. The System Administrator will also create knowledge articles and provide one-on-one training to the sustainment team to ensure a smooth transition and long-term support.
Adhere to Service Delivery Standards: Follow all existing standards, templates, themes, and service delivery practices defined by the Service Management team. All configurations must be reviewed and approved by the Technical Lead before being implemented in any environment.
Manage Implementation Process: Implement changes in the development (DEV) environment and collaborate with Business Analysts (BAs) to ensure all User Acceptance Testing (UAT) is signed off before deployment to the production environment.
Technical skills and experience required:
• Minimum 5 years of experience administering SaaS/Cloud applications in a mid-to-large enterprise environment
• ServiceNow System Administrator Certification required
• Experience in IT service management processes, ITIL certification preferred
• ServiceNow Service Portal development (widgets, AngularJS, client/server scripts)
• Hands-on experience with Universal Request (UR) deployment and configuration
• Building unified portals integrating multi department catalogs, data sources and processes
• Service Catalog and Request Management (forms, workflows, approvals, task assignments)
• Knowledge of Employee Center (EC) widgets/features
• Scoped application development and customization in ServiceNow
• REST/SOAP integrations with ServiceNow widgets and external systems
• Strong knowledge of platform security: cross-scope ACLs, roles, and data governance
• Widget best practices: reusable design, separation of concerns, modularized logic
• Performance optimization: efficient GlideRecord queries, server-side filtering, caching, and minimizing client/server roundtrips
• Experience building and tuning complex widgets (multi-tab dashboards, filtering, dynamic queries)
• Change & release management using update sets and application repos
• Agile/Scrum delivery experience with ServiceNow projects
• Understanding of AI and NLU to maximize search results in a portal
Front-End / Web Development Skills required:
Strong knowledge of HTML5, CSS3/SCSS, JavaScript
Bootstrap (grid system, responsive utilities, components)
Experience troubleshooting browser compatibility and responsive layouts
Ability to implement accessible and mobile-friendly designs
Familiarity with design tokens / CSS variables for enterprise branding consistency
Front-end performance tuning: asset minification, reducing reflows, optimizing DOM for dynamic widgets