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BDO Canada

ServiceNow Functional Consultant

BDO Canada

ServiceNow Functional Consultant optimizing service management processes at BDO. Collaborating with stakeholders and leading process discovery for ITSM and CSM.

Posted 6/6/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$84,000 - CA$128,000 per yearWebsite

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Design and optimize service management processes within ServiceNow for internal and client-facing engagements
  • Lead ITSM and CSM process discovery workshops to understand current-state operations and identify improvement opportunities
  • Redesign SysAid-based processes into future-state ServiceNow workflows, aligned to ITIL and ServiceNow leading practices
  • Define service models, request/catalog structures, case workflows, SLAs, and experience flows
  • Translate business requirements into detailed functional specifications, user stories, and acceptance criteria
  • Act as the primary functional liaison between business stakeholders and technical delivery teams
  • Support UAT planning and execution in collaboration with QA resources
  • Contribute to training materials, process documentation, and change adoption inputs
  • Promote continuous improvement by identifying opportunities to streamline workflows and improve service experiences

Requirements

What you’ll need
  • 5+ years of experience in IT service management, customer service management, or enterprise service operations
  • Hands-on experience implementing or supporting ServiceNow ITSM and/or CSM
  • Strong understanding of ITIL principles and service-oriented process design
  • Proven experience facilitating workshops and working with diverse stakeholder groups
  • Ability to translate business needs into clear, structured functional requirements
  • Strong written and verbal communication skills, with comfort presenting to both technical and non-technical audiences
  • Experience supporting platform transitions (e.g., legacy ITSM tools to ServiceNow)
  • Exposure to AI-enabled service workflows (e.g., self-service, automation, case routing)
  • ServiceNow certifications (ITSM or CSM CIS preferred)

Benefits

Comp & perks
  • Flexible benefits from day one
  • Market leading personal time off policy
  • Competitive total cash compensation
  • Support for personal goals
  • Reimbursement for wellness initiatives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
ServiceNowITSMCSMITILfunctional specificationsuser storiesacceptance criteriaUAT planningprocess designworkflow optimization
Soft Skills
communication skillsfacilitationstakeholder engagementtraining developmentprocess documentationchange managementcontinuous improvementcollaborationproblem-solvingpresentation skills
Certifications
ServiceNow ITSM certificationServiceNow CSM certification