Service Now Functional Consultant
1 week ago
Project Context:
The Service Management Transformation Program (SMTP) is a multi-year initiative aimed at transforming IT service management operations to enhance customer experience and support government programs. It involves implementing the OCIO My Service Centre (My SC), a cloud-based IT service management tool powered by ServiceNow.
Required Qualifications:
Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (advanced degree preferred).
Experience & Skills:
- At least 3+ years of experience in Process/Functional consulting with ServiceNow.
- Expertise in designing, implementing, and optimizing ServiceNow modules, with a focus on IT Asset Management (ITAM), Common Service Data Model (CSDM), and Service Request processes.
- Strong background in configuring and managing ServiceNow to ensure seamless user experiences and efficient service delivery.
ServiceNow Expertise:
- In-depth knowledge of ServiceNow modules, including Service Catalog, Request Management, HAM Pro, and SAM Pro.
- Strong understanding of integration between ServiceNow modules such as ITSM, ITOM, and ITBM.
- Proven ability to configure and customize workflows, forms, and portals to meet specific business needs.
ServiceNow Best Practices:
- Expertise in industry best practices for ServiceNow, emphasizing standardization, automation, and user-centric design.
- Ability to align catalog items, workflows, and processes with business objectives to promote self-service and reduce manual workload.
Process Optimization:
- Track record of optimizing ServiceNow processes to improve efficiency, reduce fulfillment time, and enhance user satisfaction.
- Experience in aligning ITAM, ITOM, ITBM, and Service Catalog processes with broader IT and business strategies.
Client-Facing Skills:
- Strong communication skills to engage with stakeholders at all levels, from technical teams to executives.
- Ability to translate complex configurations and processes into easily understood terms for non-technical audiences.
Problem-Solving and Analytical Skills:
- Skilled in analyzing business processes to identify inefficiencies and improvement opportunities.
- Proficient in troubleshooting and resolving ServiceNow-related issues.
ITIL and IT Service Management Frameworks:
- Familiarity with ITIL and other IT service management frameworks, with practical application experience in ServiceNow environments.
User Experience (UX) Design:
- Experience in designing intuitive and user-friendly Service Catalog interfaces and request forms.
Data Management:
- Proficient in data modeling, database management, and ensuring data accuracy within ServiceNow.
Certifications:
- ServiceNow Certified Implementation Specialist certification(s).
- ITIL Foundation Certification or higher (preferred).
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