Design ServiceNow workflows from anywhere in Canada, using ITSM, CSM, and process design expertise to improve service experiences. This client-facing role connects business and technical teams.

BDO seeks a ServiceNow Functional Consultant for internal and client-facing engagements. You will translate business needs into scalable solutions, supporting ITSM and CSM implementations, platform modernizations, and legacy transitions. The work includes discovery, future-state design, and adoption across stakeholder groups.

Key Responsibilities:

- Lead ITSM and CSM process discovery workshops
- Redesign SysAid processes into ServiceNow workflows
- Define service models, catalogs, cases, SLAs, and experiences
- Translate requirements into specifications, stories,



and acceptance criteria
- Support testing, training, go-live, and early-life activities

Requirements:

- Five or more years in service management or operations
- Hands-on ServiceNow ITSM or CSM implementation experience
- Solid ITIL and service-oriented process design knowledge
- Workshop facilitation and stakeholder communication experience
- ServiceNow ITSM or CSM CIS certification preferred

Apply ServiceNow, ITIL, and stakeholder facilitation expertise as BDO’s functional consultant for scalable client transformations.

📌 ServiceNow Functional Consultant ITSM CSM (Barrie)
🏢 Banque Scotia
📍 Barrie