Senior Specialist, IT Service Management

BDO Canada; Barrie; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Specialist in IT Service Management to enhance their ServiceNow platform. This role involves providing technical expertise, managing product ownership, and translating business needs into deliverables. The ideal candidate will thrive in a people-first culture that values integrity, respect, and collaboration. You will have the opportunity to drive continuous improvement in ITSM processes while working in a flexible environment that supports personal and professional growth. Join a company recognized among Canada’s Top 100 Employers and contribute to making an impact in the community.

Benefits

Flexible benefits

Market-leading personal time off policy

Wellness reimbursement

Community involvement opportunities

Qualifications

• 3+ years of experience in ServiceNow development and platform management.
• ServiceNow CSA/CIS certification and ITIL v3 Foundation Certification required.

Responsibilities

• Provide technical expertise in the ServiceNow platform's implementation and maintenance.
• Act as the main liaison between BDO IT and ServiceNow for issue resolution.

Skills

ServiceNow

Java Scripting

ITIL Framework

Analytical Skills

Communication Skills

Education

University Degree in Software Engineering

College Diploma in Computer Science

Business Administration

Tools

BMC

MS Office (O365)

Job description

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.

Your Opportunity

We are looking for a Senior Specialist, IT Service Management (ITSM) who can own the following responsibilities:

1. Provide technical expertise in the analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
2. Provide ServiceNow product ownership from a SME perspective ensuring alignment of vision, mission, goals, and objectives.
3. Act as the main liaison between BDO IT, ServiceNow (service provider), and the ITSM integrator to support management of work status, issue resolution, escalations, and quality of service via weekly/monthly alignment calls.
4. Translate business needs to tangible work deliverables within ServiceNow, including leading/configuring workflows, modules, integrations, and scripts to enhance existing ServiceNow functionality.
5. Ensuring detailed documentation is created for changes to ServiceNow carried out internally or by ITSM integrators.
6. Ensuring changes to the platform align with BDO’s ServiceNow roadmap and objectives.
7. Assist with budgeting, forecasting, and road mapping to support the overall IT Strategy.
8. Stay up to date with technology and ITSM industry trends to assist IT management with ITSM decision-making.
9. Support ITSM product decision-making by providing operational reporting and trends analysis.
10. Drive the continuous improvement of ITSM, integrating system monitoring and alerting capabilities and identifying opportunities for efficiencies and improvements.

How do we define success for your role?

1. You demonstrate BDO's core values through all aspects of your work: Integrity, Respect, and Collaboration.
2. You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high-quality work.
3. You identify, recommend, and are focused on effective service delivery to your clients.
4. You share in an inclusive and engaging work environment that develops, retains, and attracts talent.
5. You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
6. You grow your expertise through learning and professional development.

Your Experience And Education

1. You have a University Degree or College Diploma in Software Engineering, Computer Science, or Business Administration or equivalent work experience.
2. You have a ServiceNow CSA/CIS certification, ITIL v3 Foundation Certification, and experience working with the ITIL framework.
3. You have experience with ServiceNow, BMC, and similar ITSM tools.
4. 3+ years of demonstrated ServiceNow development and platform management experience.
5. 3+ years of advanced Java scripting and software development experience.
6. Solid understanding of networks and knowledge of ITILv3-based ITSM processes (Incident, Problem, Change, Configuration, Asset Management, etc.).
7. Ability to manage tables, relationships, and metadata in ServiceNow.
8. You have working knowledge and experience in MS suite of products (O365).
9. You have excellent facilitation, presentation, verbal, and written skills with the ability to convey complex ideas to both business and technical staff.
10. Bilingualism (French and English), written and spoken, is considered an asset.
11. Due to frequent communications and interactions by email and phone with English-speaking clients in Quebec and outside of Quebec, proficiency in spoken and written English is required for this position.
12. You have excellent analytical and time management skills with the ability to manage multiple assignments simultaneously with tight deadlines.
13. You have demonstrated ability to work effectively with minimal supervision and in a team environment.
14. You have self-development skills to keep up to date with fast-changing trends and industry standards.
15. If you have experience working in professional services, it will be considered an asset.

Why BDO?

Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2025. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.

Our firm is committed to providing an environment where you can be successful in the following ways:

1. We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
2. We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.
3. We support your achievement of personal goals outside of the office and making an impact on your community.

Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.

Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide flexible benefits from day one and a market-leading personal time off policy. We are committed to supporting your overall wellness beyond working hours and provide reimbursement for wellness initiatives that fit your lifestyle.

Everyone counts: We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity, and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity, and sexual orientation. If you require accommodation to complete the application process, please contact us.

Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

Our model is a blended approach designed to support the flexible needs of our people, the firm, and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where, and how we work to meet the expectations of our role.

Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.

Ready to make your mark at BDO? Click “Apply now” to send your up-to-date resume to one of our Talent Acquisition Specialists.

To explore other opportunities at BDO, check out our careers page.

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above.