ServiceNow Process Consultants (3)

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Our client requires three (3) consultants to provide leadership on process design and configuration to generate enterprise-wide standardization in service management. Duties include client engagement, requirements gathering, ServiceNow solution design, process improvement, data mapping, standardization, documentation, training and knowledge transfer.

Resource will primarily work remotely but will need to travel to Victoria, BC once in three months. Resource is responsible to pay for travel to on-site.

 

Victoria, British Columbia (Remote)

Responsibilities

Responsibilities Include:

  • Collaborate with clients to understand and document business needs, conduct workshops, and gather detailed requirements for Service Catalog implementation.
  • Translate client needs into actionable configuration tasks, ensuring alignment with business objectives and user expectations
  • Design and implement ServiceNow solutions, guide clients on leading practices, and address customization or localization needs
  • Map existing processes to ServiceNow leading practices, configure and customize the platform to align with industry standards
  • Continuously evaluate and refine workflows, provide guidance on best practices, and ensure alignment with industry standards
  • Develop and document procedures for maintaining functionality, ensuring consistency across business units
  • Create training materials, lead training sessions, facilitate knowledge transfer, and provide ongoing support and mentoring to client staff
Mandatory Requirements

Mandatory Requirements Include:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.

3 years’ experience, within the past 10 years with the relevant experience:

Experience and Skills:

  • Minimum of 3 years’ experience in Process/Functional consulting in ServiceNow.
  • Extensive experience in designing, implementing, and optimizing ServiceNow modules, with a focus on ITAM, CSDM, and Service Request.
  • Strong background in configuring and managing ServiceNow processes, ensuring seamless user experiences and efficient service delivery.

ServiceNow Expertise:

  • Deep knowledge of ServiceNow’s Service Catalog and Request Management modules, HAM Pro module, and SAM Pro module.
  • Strong understanding of how the various ServiceNow modules integrates with other ServiceNow modules such as ITSM, ITOM, and ITBM.
  • Proven ability to configure and customize ServiceNow workflows, forms, and portals to meet specific business needs.

ServiceNow Leading Practices:

  • Expertise in industry best practices for ServiceNow functionality, including standardization, automation, and user-centric design.
  • Ability to ensure catalog items, workflows, and business processes are aligned with business objectives and user needs, promoting self-service and reducing manual workload.

Process Optimization:

  • Proven track record of optimizing ServiceNow processes to improve efficiency, reduce fulfillment time, and enhance user satisfaction.
  • Experience in aligning Service Catalog/Request Management/ITAM/ITOM/ITBM processes with broader IT and business strategies.

Client-Facing Skills:

  • Excellent ability to engage with stakeholders at all levels, from technical teams to executive leadership, ensuring clear communication of goals and expectations.
  • Strong communication skills, capable of translating complex ServiceNow configurations and processes into terms understandable by non-technical audiences.

Problem-Solving and Analytical Skills:

  • Highly skilled in analyzing business processes to identify trends, inefficiencies, and opportunities for improvement.
  • Proficient in troubleshooting and resolving issues related to ServiceNow.

ITIL and IT Service Management Frameworks:

  • Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply these principles to ServiceNow.

User Experience (UX) Design:

  • Experience in designing intuitive and user-friendly Service Catalog interfaces and request forms, enhancing the overall user experience.

Data Management:

  • Experience in data modeling, database management, and ensuring data accuracy and consistency within ServiceNow.

Certifications:

  • ServiceNow Certified Implementation Specialist certification(s).
  • ITIL Foundation Certification or higher is a plus.

Job Posting ID: 55922

Location: Victoria, British Columbia (Remote)

Estimated Starting Date: Dec 16, 2024

Estimated End Date: till Mar 31, 2025 + 1 pos. 6-months extensions

Posting Closing Date: December 5, 2024

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