ServiceNow Functional Consultant

BDO • Toronto, ON

3d • CA$84,000 - CA$128,000 • Remote

About The Position

BDO is looking for a ServiceNow Functional Consultant to join their growing team. This role is responsible for designing and optimizing service management processes within ServiceNow for both internal and client-facing engagements. The consultant will ensure business needs are translated into scalable, best-practice solutions that drive measurable outcomes. This is a new role that plays a key part in delivering ServiceNow transformations across client environments, including ITSM and CSM implementations, platform modernizations, and legacy tool transitions. The goal is to help organizations shift from ticket-centric operations to service- and experience-driven workflows. The consultant will work closely with Platform/Product Owners, Solution Architects, and delivery teams to lead process discovery, define future-state workflows, and enable strong adoption of ServiceNow capabilities. This is a highly collaborative, client-facing role requiring strong process design, facilitation, and communication skills across technical and business stakeholders.

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).

Nice To Haves

• ServiceNow certifications (ITSM or CSM CIS preferred).

Responsibilities

• 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.
• Ensure functional designs balance business needs with platform scalability and upgrade readiness.
• Translate business requirements into detailed functional specifications, user stories, and acceptance criteria.
• Partner with the Platform/Product Owner to support backlog prioritization and roadmap planning.
• Act as the primary functional liaison between business stakeholders and technical delivery teams.
• Work closely with the Solution Architect and ServiceNow Developers to ensure functional intent is accurately implemented.
• Support UAT planning and execution in collaboration with QA resources.
• Contribute to training materials, process documentation, and change adoption inputs.
• Support go-live readiness and early-life support activities.
• Promote continuous improvement by identifying opportunities to streamline workflows and improve service experiences.
• Contribute to reusable process assets, templates, and best practices for BDO’s ServiceNow practice.
• Support internal enablement and knowledge-sharing activities related to ITSM and CSM.

Benefits

• Competitive total cash compensation that recognizes and rewards your contribution.
• Flexible benefits from day one.
• Market leading personal time off policy.
• Reimbursement for wellness initiatives that fit your lifestyle.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed