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ServiceNow Service Catalog – Configuration

2 months ago

Regina, Canada Total Systems Solutions Consulting Inc. Full time

ServiceNow Senior Service Catalog Consultants – Configuration/Implementation Specialists

The Opportunity

Total Systems Solutions Consulting Inc. is seeking 3 ServiceNow Senior Service Catalog Consultants – Configuration/Implementation Specialists to work for our public sector client, the Ministry of Citizen Services in the Province of British Columbia. You must be available to work remotely, full-time 40 hours per week with availability Monday to Friday from 8:30am to 4:30pm Pacific Standard Time. It is expected that consultants will be required to occasionally attend meetings in Victoria, British Columbia for which your expenses will be reimbursed.

The anticipated term of this opportunity is from an available start date of September 16, 2024 for 6 months.

Project Context

The Service Management Transformation Program (SMTP) is a multi-year transformation of IT service management operations. The SMTP involves the implementation of the OCIO My Service Centre (My SC), a cloud-based IT service management tool powered by ServiceNow. My SC was launched for use by all ministries in January of 2019, with an initial set of OCIO Services and features.

Background

The mandate for SMTP focuses on transforming IT service operations to ensure a superior customer experience and contribute to the success of government programs. It also includes the integration of IT service management for shared government IT infrastructure and services. SMTP includes both project and operations work and the team is currently comprised of Ministry staff, resources contracted via previous RFPs, and the Province’s vendor service delivery partners.

The Province is implementing various modules of ServiceNow, with several already in production which include:

  • Incident Management
  • Problem Management
  • Change Management
  • Knowledge Management
  • Order Management (Service Request, Request for Fulfillment, Service Catalogue)
  • Service Asset and Configuration Management and Configuration Management Database (SACM/CMDB)
  • Hardware Asset Management (HAM)
  • Software Asset Management (SAM)
  • Field Services (FSM)
  • Continuous Improvement (CIM)
  • Strategic Portfolio Management (SPM)

The Province is seeking experienced ServiceNow Discovery and Integration specialists who will support the expansion of ServiceNow discovery, through either ServiceNow Discovery or integrations.

Consultant Qualifications

Experience & Skills:

  • Minimum of 3+ years experience in Service Catalog and Service Request Management.
  • Extensive experience in designing, implementing, and optimizing Service Catalog items within the ServiceNow platform.
  • Strong background in configuring and managing Service Request workflows, ensuring seamless user experiences and efficient service delivery.

ServiceNow Expertise:

  • Deep knowledge of ServiceNow’s Service Catalog and Request Management modules, including item creation, workflow automation, and approvals.
  • Strong understanding of how Service Catalog 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.

Service Catalog Best Practices:

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

Process Optimization:

  • Proven track record of optimizing Service Request processes to improve efficiency, reduce fulfillment time, and enhance user satisfaction.
  • Experience in aligning Service Catalog and Request Management 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 service request data to identify trends, inefficiencies, and opportunities for improvement.
  • Proficient in troubleshooting and resolving issues related to Service Catalog and Request Management within 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 Service Catalog and Request Management.

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’s Service Catalog module.

Certifications:

  • ServiceNow Certified Implementation Specialist.
  • ITIL Foundation Certification or higher is a plus.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: Up to $80.00 per hour

Expected hours: 40 per week

Flexible language requirement:

  • French not required

Schedule:

  • Monday to Friday

Application question(s):

  • Where on your resume can you demonstrate your experience with designing, implementing, and optimizing Service Catalog items within the ServiceNow Platform?
  • Where on your resume can you demonstrate configuring and managing Service Request workflow, ensuring seamless user experiences and efficient service delivery?
  • Where on your resume can you demonstrate knowledge of ServiceNow’s Service Catalog and Request Management modules, including item creation, workflow automation, and approvals?
  • Where on your resume have you integrated Service Catalog with other ServiceNow modules such as ITSM, ITOM, and ITBM?
  • Where on your resume have you designed intuitive and user-friendly Catalog interfaces and request forms, enhancing the overall user experience?

Education:

  • Bachelor's Degree (preferred)

Experience:

  • Designing, implementing, and optimizing Service Catalog: 3 years (preferred)
  • Designing Service Catalog interfaces: 3 years (preferred)
  • Service Catalog Integration with ITSM, ITOM, ITBM: 3 years (required)

Licence/Certification:

  • ServiceNow Certified Implementation Specialist (preferred)
  • ITIL Foundation Certification (preferred)

Work Location: In person

Application deadline: 2024-08-27
Expected start date: 2024-09-16

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