ServiceNow Functional Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Design and enhance service management processes within ServiceNow for both internal and client-oriented engagements.

• Facilitate ITSM and CSM process discovery workshops to gain insights into current operations and pinpoint areas for improvement.

• Transform SysAid-based processes into future-state ServiceNow workflows, adhering to ITIL and ServiceNow best practices.

• Establish service models, request/catalog frameworks, case workflows, SLAs, and user experience flows.

• Convert business requirements into comprehensive functional specifications, user stories, and acceptance criteria.

• Serve as the principal functional liaison between business stakeholders and technical delivery teams.

• Assist in UAT planning and execution in partnership with QA resources.

• Contribute to the development of training materials, process documentation, and change management inputs.

• Foster continuous improvement by identifying ways to streamline workflows and enhance service experiences.

⛳️ Requirements

• A minimum of 5 years of experience in IT service management, customer service management, or enterprise service operations.

• Practical experience in implementing or supporting ServiceNow ITSM and/or CSM.

• Strong comprehension of ITIL principles and service-oriented process design.

• Demonstrated experience in facilitating workshops and collaborating with diverse stakeholder groups.

• Ability to articulate business needs into clear and structured functional requirements.

• Excellent written and verbal communication skills, comfortable presenting to both technical and non-technical audiences.

• Experience in supporting platform transitions (for instance, from legacy ITSM tools to ServiceNow).

• Familiarity with AI-enabled service workflows (such as self-service, automation, and case routing).

• ServiceNow certifications (ITSM or CSM CIS preferred).

🏝️ Benefits

• Flexible benefits from day one.

• Market-leading personal time off policy.

• Competitive total cash compensation.

• Support for personal goals.

• Reimbursement for wellness initiatives.