ServiceNow Functional Consultant

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BDO Canada

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

BDO Canada LLP is a leading provider of professional services to clients across a variety of sectors and segments. For over 100 years, our team has served communities across Canada through a comprehensive range of assurance, tax, and consulting services, complemented by deep industry knowledge. With over 5000 people across 100 offices in Canada, and more than 1,800 offices in 164 countries, BDO is well-positioned to assist clients with both domestic and global needs.

📋 Description

• 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

• 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

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