ServiceNow Implementation Consultant

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

📋 Description

• Configure Service Mapping, establish CMDB relationships, and facilitate CI discovery.

• Restore and enhance out-of-the-box Change Management models and workflows.

• Implement the Employee Center with readiness for Virtual Agent.

• Set up Workspaces and create modern dashboard experiences.

• Execute Problem Management and Major Incident Management processes.

• Develop Platform Analytics dashboards and operational reports.

• Lead workshops for stakeholder discovery and solution development.

• Suggest improvements for ITSM processes and advocate for platform best practices.

• Guide initiatives aimed at CMDB health and data quality.

• Provide advice on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom.

• Conduct training and knowledge transfer sessions.

• Produce solution design and configuration documentation.

• Document as-built configurations and create operational runbooks.

• Facilitate administrator and support team enablement sessions.

⛳️ Requirements

• A minimum of 5 years of hands-on ServiceNow implementation experience.

• ServiceNow Certified System Administrator (CSA) – Mandatory.

• ServiceNow Certified Implementation Specialist (CIS) in ITSM – Mandatory.

• Strong knowledge in Incident, Problem, Change, CMDB, and Service Catalog.

• Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics.

• Comprehensive understanding of ServiceNow out-of-the-box workflows and data models.

• Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting.

• Proficient in JavaScript and CMDB CI relationship modeling.

• Familiarity with SLA configuration and reporting.

• Strong communication skills and the ability to facilitate workshops with clients.

• Ability to balance out-of-the-box capabilities with specific business needs.

• Experience in leading complex multi-workstream ITSM projects.

• Capability to work independently and drive project delivery.

• CIS in Discovery or Service Mapping is preferred.

• Experience with Virtual Agent, Now Assist, or AI/ML functionalities is preferred.

• Familiarity with ITOM, AIOps, and predictive intelligence is preferred.

• Previous experience in financial services or credit union environments is preferred.

• Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom) is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and continuous learning.

• Flexible working arrangements and work-life balance.

• Collaborative and inclusive work culture.