Job Overview

EY is seeking a ServiceNow Business Process Consultant (BPC) with strong functional expertise to support IT Service Management (ITSM) and HR Service Delivery (HRSD) initiatives across client engagements. This role is ideal for a process‑focused consultant who enjoys working closely with stakeholders to design, optimize, and implement ServiceNow solutions aligned to leading practices.

This role involves translating business needs into effective ServiceNow workflows, helping clients realize value through streamlined processes and improved user experiences.

Your Key Responsibilities

- Lead process discovery workshops and stakeholder interviews to understand current‑state and future‑state ITSM and HR processes
- Translate business requirements into ServiceNow functional designs, user stories, and acceptance criteria
- Support ServiceNow implementations across ITSM (Incident, Request, Problem, Change) and HRSD (HR Case Management, Knowledge, employee‑facing services)
- Advise clients on ServiceNow best practices, promoting out‑of‑the‑box capabilities while minimizing customization
- Partner with technical teams to ensure functional requirements are accurately configured and delivered
- Support UAT, validation, and go‑live readiness activities, including defect triage and solution refinement
- Contribute to training materials, job aids, and change enablement activities to support adoption
- Act as a trusted advisor, helping stakeholders align processes, governance, and outcomes

Skills And Attributes for Success

- Strong functional understanding of ServiceNow ITSM and HRSD modules
- Proven experience gathering and documenting business requirements and process flows




- Ability to facilitate workshops and communicate effectively with business and technical stakeholders
- Experience working in Agile delivery environments and writing clear user stories
- Comfort balancing stakeholder expectations, scope, and delivery timelines

Ideally, You’ll Also

- ServiceNow certifications such as CSA, CIS – ITSM, and/or CIS – HRSD
- ITIL Foundation certification or equivalent IT service management knowledge
- Experience in consulting or managed services environments
- Exposure to service catalog design, knowledge management, or employee portal/experience design

What We Look For

We’re looking for individuals who are curious, cooperative, and client‑focused, with a passion for improving business processes through technology. You bring structure to ambiguity, communicate with confidence, and take ownership of delivering high‑quality outcomes for clients and teams.

What We Offer You

Our benefits package supports your physical, emotional, financial, and social well‑being. Comprehensive medical, dental, prescription, and mental health coverage; an Employee Assistance Program and group savings plans. Generous paid time off, including personal days, vacation days, and firm‑wide holidays, with the option to purchase extra vacation days. Access to EY’s learning programs, internal career development opportunities, and volunteering through EY Ripples.

Salary & Benefits

Toronto/London/Ottawa/Waterloo/Vancouver/Victoria: $92,000 to $138,000.

Inclusiveness and Equal Opportunity

Inclusiveness is the heart of our culture. We are committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. All qualified applicants are encouraged to apply.

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📌 ServiceNow Business Process Consultant - ITSM AND HRSD (Victoria)
🏢 EY
📍 Victoria