*Contract to Perm*- Operational Remediation Lead and Analysts with ServiceNow Workflow and Ticketing experience-39726

*Contract to Perm*- Operational Remediation Lead and Analysts with ServiceNow Workflow and Ticketing experience-39726

Location: Scarborough/Hybrid (2 Days a Week on site)

Duration: 6 Months (Must be convert perm after)

Hours: 37.5 Hours per week

FTE Salary Range: 97k with 10% Bonus Structure

Story Behind the Need

Business group: ITAM - Software Asset Management

Project: As SAM scales, operational ticket volumes are rising. L7 Analysts will triage and resolve tickets across discovery issues, broken workflows, unrecognized installs, missing software, and prohibited software remediation, partnering with SAM Tech Enablement, CMDB, endpoint, and app owner teams.

Typical Day in Role:

• Ticket Execution: Triage/respond to tickets; open SN incidents/tasks where required.

• Data Quality: Review reports for outliers/anomalies/incomplete records; drive resolution with platform/endpoint teams.

• Prohibited Software: Generate/track remediation tickets to completion; report status to Program/SAM Business Ops.

• Coordination: Assign to server owners/IT support for uninstall actions and validate closure.

• Reporting: Update operational dashboards and weekly status reporting.

Candidate Value Proposition:

The successful candidate will have a front-line view into risk reduction and governance, with tangible outcomes and high visibility to leadership. Opportunity to influence playbooks and improve processes across the enterprise.

Job #1: Analyst Role - 39726

Candidate Requirements/Must Have Skills:

1) 3-5 years of experience in technical operational remediation

2) Hands-on ServiceNow workflow & ticketing experience.

3) Experience with ITSM processes

Nice-To-Have Skills:

1) Experience SAM operations ((Unauthorized, prohibited software, reconciliation)

2) Experience within FI

Education:

Bachelor’s degree or equivalent experience.

ITIL, ITAM, ServiceNow training/certifications are assets.

Best VS. Average Candidate:

Strong service now and SAM experience; Customer-service oriented, proactive, and organized. Balances governance with pragmatic resolution, escalates appropriately, and closes the loop with clear documentation.

Candidate Review & Selection - Interview Process

2 rounds - In Person preferred - TBD (Tues Wed Thurs or Fri)

1st - with Senior Manager - 30 minutes - possible technical exercise / problem solving/ scenario based questions

2nd - with Director/VP - 30 minutes

Job #2- Lead Role

Must Have Skills:

• 8+ Years of experience in technical operational remediation including SAM, IAM experience
• Demonstrated Leadership experience leading SAM or other technical remediation activities - ex discovery or data quality resolution, non-compliance technology remediation, audit and risk response support.
• Strong understanding of SAM and ITAM operation models