IT Service Management Technology (Cherwell) Administrator

Posting Date: Sep 5, 2023

Location: New Brunswick, CA ON, CA CA Nova Scotia, CA NL, CA Prince Edward Island, CA

Company: Medavie Blue Cross

What makes us a different kind of employer?


As a national health solutions partner, Medavie is committed to improving the wellbeing of Canadians — and in our digital-first culture, technology is key to providing the products, services and solutions that increase access to care and improve health outcomes.


Our technology team is the backbone of our organization with over 500 employees and growing. We are constantly creating, testing, and learning to enable personalized, digital experiences in all we do.


When you join us, you’ll be part of an in-house, innovation led team focused on cutting edge digital health solutions that help provide the best care possible, when and where it’s needed.


Job Title: IT Service Management Technology (Cherwell) Administrator
Department: Information Services – Operations
Competition: 86323
Internal/External: Both
Employment Type: Full Time Term
Location: New Brunswick, Nova Scotia, PEI, Newfoundland, Ontario - Remote 
Salary: Competitive Salary + Benefits
Reports To: Manager


Position Summary:

Reporting to the IT Service Management Manager, the IT Service Management Technology administrator is a key role that designs and delivers our IT Service Management tool (Cherwell) for Medavie.  Ensuring our Service Management tools and portals are performant and stable is key to enabling teams to deliver services to our employees and our members in an efficient fashion while maintaining process adherence.


Key Responsibilities: 

  • Manage, configure, monitor, and secure our IT Service Management Technology.
  • Monitor and respond to operational IT service requests.
  • Maintain relationship with customers and stakeholders.
  • Gather requirements and assess new and updated feature requests.
  • Design and implement and maintain platform ITSM modules such as Incident, Problem, Change, etc.
  • Design and implement Self-Service portals.
  • Create custom dashboards and reports.
  • Create documentation and knowledge articles.
  • Look for improvements and provide insight into Enterprise ITIL best practices.


Work Status: Due to Security Clearance requirement, we need candidate to be in Canada from at least 5 years and their status should be Permanent Resident or Citizen now.



  • Strong understanding of ITIL Framework and industry standard best practices
  • Strong understanding of Software Development Lifecycle
  • Experience implementing projects or systems using Agile Methodology
  • Working knowledge of the environment and tools and technology used in IT Service Management such as Cherwell
  • Working knowledge with Web Service integrations
  • Strong communication and problem-solving skills.
  • Ability to work independently in a busy technical environment.
  • A high attention to detail, and strong organizational skills.
  • Strong interpersonal, communication, and key judgment skills.
  • Strong technical aptitude.


  • University Degree or College Diploma in Computer Science or similar program
  • Certifications in ITIL and Cherwell CSM Certification considered an asset


Work Experience:

  • Typically, 2-3 Years of experience in a relevant capacity


Language Skills:

  • Written, spoken, and reading in English; spoken and reading in French an advantage.




We are an Equal Opportunity Employer. 


Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.


For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.


We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

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