Senior Business Process Consultant (ITAM Expert)

ServiceNow; Toronto; Hybrid; CAD 100,000 - 120,000; Full time

Job summary

A leading tech company in Toronto is seeking a functional solution lead to support IT asset management strategies through the ServiceNow platform. The ideal candidate will have over 8 years of experience in professional services, strong AI integration skills, and the ability to mentor junior staff. This role offers an opportunity to work with top organizations and contribute significantly to process improvements as part of a dynamic team.

Benefits

Flexible work options

Career development opportunities

Inclusive work environment

Qualifications

• 8+ years of experience in a professional services organization.
• Strong IT asset management process knowledge.
• ServiceNow Certifications in related workflows.

Responsibilities

• Lead smaller teams as a functional solution lead.
• Translate business requirements into configuration needs.
• Coach junior team members.

Skills

AI integration

Problem-solving

Collaboration

Project management

Decision-making

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

Overview

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.

Responsibilities

• Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
• Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
• Translate complex business requirements into configuration needs, author user stories for agile development, identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and ITAM (HAM and SAM) domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow HAM and SAM product capabilities and leading practices, ensuring that the proposed solutions meet the customer\'s expectations.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on ServiceNow Certified Implementation Specialists for SAM and HAM.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI\'s potential impact on the function or industry.
• 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.
• Industry domain expertise in implementing ITAM solutions in ServiceNow with a focus on Hardware, Software and Enterprise Asset Management. Also having a strong ITAM process background is required.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.

Additional Information

Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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