Service Now Functional Consultant

1 week ago


Canada, CA Teckhorizon Inc Full time

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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