Servicenow - Process Consultants

3 days ago

Edmonton, Canada Total Systems Solutions Consulting Inc. Full time

**Service Now Senior Developer - Tier 2 Support**

**The Opportunity**

The anticipated term of this opportunity is from an available **start date of December 16, 2024 **for up to 9 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 RFP’s, 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 Process Consultants/ Configuration Specialists who will support transformation in HAM, SAM, SC, and other modules.

**Consultant Qualifications**

**Education**:

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

**Experience & 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**:
**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 Types**: Full-time, Fixed term contract

Pay: Up to $85.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Where have you designed, implemented and optimized ServiceNow modules, with a focus on ITAM, CSDM, Service Request?

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Process/Functional consulting in ServiceNow: 3 years (required)
- HAM Pro module, and SAM Pro module: 3

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