Senior IT Service Management Specialist
2 weeks ago
BDO Canada LLP is seeking a highly skilled Senior Specialist, IT Service Management to join our Strategy and Center Of Excellence team. As a key member of our team, you will be responsible for providing technical expertise in the analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
Key Responsibilities:- Provide technical expertise in the analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
- Provide ServiceNow product ownership from a SME perspective ensuring alignment of vision, mission, goals, and objectives as defined by the Senior Manager, Strategy and COE.
- Act as the main liaison between BDO IT, ServiceNow (service provider), and the ITSM integrator to support management of work status, issue resolution, escalations, and quality of service via weekly/monthly alignment calls.
- Translate business needs to tangible work deliverables within ServiceNow, including leading/configuring workflows, modules, integrations, and scripts to enhance existing ServiceNow functionality.
- Ensure detailed documentation is created for changes to ServiceNow carried out internally or by ITSM integrators.
- Ensure changes to the platform align with BDO's ServiceNow roadmap and objectives.
- Assist with budgeting, forecasting, and road mapping to support the overall IT Strategy.
- Stay up to date with technology and ITSM industry trends to assist IT management with ITSM decision-making.
- Support ITSM product decision-making by providing operational reporting and trends analysis.
- Drive the continuous improvement of ITSM, integrating system monitoring and alerting capabilities and identifying opportunities for efficiencies and improvements.
- University Degree or College Diploma in Software Engineering, Computer Science or Business Administration or equivalent work experience.
- ServiceNow CSA/CIS certification, ITIL v3 Foundation Certification and experience working with the ITIL framework.
- Experience with ServiceNow, BMC, and similar ITSM tools.
- 3+ years of demonstrated ServiceNow development and platform management experience.
- 3+ years of advanced Java scripting and software development experience.
- Solid understanding of networks and knowledge and clear understanding of ITILv3-based ITSM processes (Incident, Problem, Change, Configuration, Asset Management etc.).
- Ability to manage tables, relationships and metadata in ServiceNow.
- Excellent facilitation, presentation, verbal and written skills with the ability to convey complex ideas to both business and technical staff.
- Excellent analytical, time management skills with the ability to manage multiple assignments simultaneously with tight deadlines.
BDO Canada LLP is a firm built on a foundation of positive relationships with our people and our clients. We are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation.
We offer a competitive total cash compensation that recognizes and rewards your contribution. We provide flexible benefits from day one, and a market leading personal time off policy. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity.
We are actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.
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