About us We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential.

Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients.

Youll find an environment that inspires and empowers you to thrive both personally and professionally.

Theres no one like you and thats why theres nowhere like RSM.

Position Summary The Business Operations & Enablement Consultant serves as a key link between business stakeholders and technical teams, driving operational excellence through the optimization and support of enterprise applications, primarily Service

Now.

This role is responsible for gathering and translating business requirements, supporting platform enhancements, conducting testing activities, leveraging analytics and reporting capabilities, and identifying opportunities for process automation and AI-driven efficiencies.

The consultant plays a critical role in improving user experience, enhancing operational workflows, and enabling effective service delivery across the organization.

Key Responsibilities Business Analysis & Stakeholder Engagement Partner with business leaders and end users to understand operational challenges and gather business requirements.

Translate business needs into clear and actionable functional requirements for technical teams.

Act as a liaison between business stakeholders, developers, and support teams to ensure successful solution delivery.

Facilitate requirement reviews, process discussions, and solution validation sessions.

Service

Now Administration & Platform Support Support the ongoing administration, maintenance, and continuous improvement of the Service

Now platform.

Coordinate and execute monthly platform enhancements, defect remediation, and system updates.

Assist in troubleshooting application issues and collaborate with technical resources to resolve defects.

Maintain platform documentation, user procedures, and knowledge resources.

Testing & Quality Assurance Lead User Acceptance Testing (UAT) activities for new functionality and enhancements.

Develop and execute test scenarios including end-to-end, role-based, regression, and negative testing.

Identify, document, and track defects through resolution.





Validate business and technical requirements prior to production deployment.

Reporting, Analytics & Process Improvement Utilize Service

Now reporting and analytics tools to provide operational insights and support data-driven decision-making.

Analyze trends, workflows, and performance metrics to identify improvement opportunities.

Develop dashboards, reports, and metrics that support leadership visibility and operational effectiveness.

Drive process optimization initiatives that improve efficiency, accuracy, and user experience. AI & Automation Enablement Support the design, implementation, and training of AI-powered solutions within Service

Now.

Identify opportunities to automate manual processes and improve case routing, assignment, and resolution workflows.

Collaborate with business and technical teams to evaluate emerging technologies and platform capabilities.

Operations & Resource Coordination Monitor and triage incoming requests, incidents, and operational support tickets.

Coordinate case assignments and resource allocation across multiple teams and support groups.

Ensure timely resolution of operational issues while maintaining service quality standards.

Assist with workload management and prioritization activities.

Training & Knowledge Management Develop and maintain user guides, knowledge articles, and training materials.

Deliver training sessions for managers, end users, and operational teams.

Support organizational change management and adoption efforts for new processes and technologies.

Contribute to internal communications, newsletters, and knowledge-sharing initiatives.

Qualifications Required Experience supporting enterprise applications such as Service

Now, ERP, CRM, or workflow platforms.

Strong business analysis and requirements gathering skills.

Experience conducting User Acceptance Testing (UAT) and defect management.

Strong communication and stakeholder management capabilities.

Experience with reporting, analytics, and data-driven decision making.

Preferred Service

Now Certified System Administrator (CSA)



certification.

Experience with AI-enabled workflow automation or intelligent process automation.

Experience supporting enterprise service management or shared services organizations.

Knowledge of Agile methodologies and software development lifecycle practices.

Experience developing dashboards, reports, and operational metrics.

Bachelor''s degree in Business, Information Systems, Technology, or a related field.

At RSM, we offer a competitive benefits and compensation package for all our people.

We offer flexibility in your schedule, empowering you to balance lifes demands, while also maintaining your ability to serve clients.

Learn more about our total rewards at RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal prospect and reasonable accommodation for people with disabilities.

If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at (phone hidden) or send us an email at .

At RSM, an employees pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role.

The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc.

As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $61,500 - $92,900

📌 Business Applications Enablement Associate (Toronto)
🏢 RSM
📍 Toronto