Intermediate Analyst

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet:

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

The Intermediate Analyst, ServiceNow Platform Administration is responsible for the day-to-day administration, health, stability and reliability of WestJet’s ServiceNow platform.

This is a hands-on technical role responsible for administering and supporting the platform, troubleshooting issues, supporting platform maintenance and changes, and continuously improving how ServiceNow is operated. The successful candidate will independently manage routine and moderately complex platform activities while working with developers, architects and other stakeholders when deeper technical expertise is required.

Key responsibilities

• Administer and maintain the ServiceNow platform and core platform configuration.
• Manage users, groups, roles and access in accordance with established security and governance requirements.
• Configure and maintain platform components including system properties, notifications, forms, lists and other administrative settings.
• Monitor platform health and proactively identify issues, risks and opportunities for improvement.
• Investigate and troubleshoot platform issues, determine root causes and resolve or escalate issues as appropriate.
• Support ServiceNow upgrades, patches, releases and routine platform maintenance.
• Perform testing and validation related to upgrades, configuration changes and maintenance activities.
• Support the movement and validation of configuration across ServiceNow environments.
• Monitor and help maintain platform data quality and configuration integrity.
• Support role, access and licence administration.
• Maintain accurate technical documentation, operational procedures and knowledge articles.
• Identify opportunities to simplify, standardise or automate recurring administrative activities.
• Support incident, problem and change activities affecting the ServiceNow platform.
• Collaborate with developers and architects on changes or issues requiring development or architectural expertise.
• Apply established platform standards, technical guardrails and ServiceNow best practices.
• Contribute to platform health, technical debt reduction and continuous improvement.

Experience and qualifications

• 2+ years of experience in ServiceNow administration, platform support or a related technical role.
• Hands-on experience administering ServiceNow in an enterprise environment.
• Strong understanding of ServiceNow users, groups, roles and access management.
• Experience configuring and maintaining ServiceNow platform functionality.
• Experience troubleshooting technical issues and performing root-cause analysis.
• Experience supporting platform releases, upgrades or maintenance activities.
• Understanding of ServiceNow configuration and development practices.
• Understanding of IT service management processes including incident, problem and change management.
• Ability to independently manage routine and moderately complex technical and administrative work.
• Strong problem-solving, documentation and communication skills.
• Ability to recognise when an issue requires development, architectural or vendor expertise.

Preferred qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience supporting an enterprise ServiceNow implementation.
• Experience with ServiceNow Automated Test Framework (ATF).
• Familiarity with ServiceNow security and access controls.
• Experience supporting ServiceNow upgrades and release management.
• Familiarity with CMDB and platform data-quality practices.
• Exposure to multiple ServiceNow products or capabilities.
• Basic JavaScript knowledge with the ability to understand and troubleshoot existing ServiceNow configuration and scripts.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win

• Travel privileges for you and your family, effective from your start date

• Savings and Benefit programs that are flexible to meet your specific needs

Think we’re a great fit? Apply now!

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [email protected].

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at [email protected].