Business Systems Consultant

3 weeks ago

Toronto, Ontario, Canada City of Toronto Full time
Job Title: Business Systems Consultant

Join the City of Toronto's Technology Services team as a Business Systems Consultant and play a key role in shaping the future of our IT service management and asset management practices.

About the Role:

We are seeking a highly skilled and experienced Business Systems Consultant to join our team. As a Business Systems Consultant, you will be responsible for designing, developing, and implementing business systems and processes that align with the City's strategic objectives.

Key Responsibilities:
  • Design and develop process workflows within the ServiceNow platform, leveraging best practices and aligning with business objectives.
  • Configure and customize ServiceNow modules to automate processes and improve operational efficiency.
  • Test and validate workflows to ensure they meet quality standards and functional requirements.
  • Document process workflows, including diagrams and technical specifications, to support knowledge sharing and training initiatives.
  • Continuously monitor and optimize workflows to enhance performance and user experience.
  • Act as a liaison between the development, operations, and business teams to communicate changes and expected issues in production environment for asset management.
  • Provide trusted advice on how ITAM transformation and technology enablement can lead to improved performance, reduce risks, and optimize investments.
  • Understand and document business and technical problems, including key best practices, business drivers, evolving business needs, licensing models.
  • Participate in defining requirements, processes, and procedures for asset management strategies for the City of Toronto.
  • Clearly articulate requirements, proactively collaborate with team, and facilitate development and testing activities to ensure the solution meets the business need.
  • Collaborate with key stakeholders to identify, assess, and mitigate risks associated with IT service delivery, ensuring business continuity and resilience.
  • Lead and optimize IT Service Management processes in alignment with ITIL best practices, to capture, document, and disseminate valuable insights, lessons learned, and best practices.
Requirements:
  • Post Secondary education in Computer Science, Information Technology, or an equivalent combination of education and experience.
  • Experience with IT operations encompassing various IT practices, enterprise processes, and SaaS implementations.
  • Extensive experience in the architecture, configuration, and implementation of ServiceNow or a similar platform.
  • Experience in configuring and customizing ServiceNow modules, including workflows, forms, business rules, UI policies, and integrations.
  • Experience with ServiceNow ITSM modules including Incident, Change, Asset (HAM and SAM), Configuration Management, and Request Management.
  • Experience in creating and maintaining technical documentation, including system architecture diagrams, configuration specifications, knowledge articles, and deployment procedures.
  • Experience in providing training and knowledge transfer to internal team members on ServiceNow platform features, functionality, and best practices.
  • Experience with ServiceNow integration technologies, such as APIs, REST, SOAP, and ServiceNow Integration Hub.
  • Proficiency in ServiceNow development languages and tools, including JavaScript, GlideScript, Jelly, and AngularJS.

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