ServiceNow Administrator, BA Enablement Associate

RSM Canada; Vancouver; On-site; CAD 86,000 - 129,000; Full time

Job summary

RSM Canada is seeking an Associate to join our D365 Enablement team in Canada. This role supports administration, enhancement, and adoption of internal business apps that back Dynamics 365 practice and broader operations. You will collaborate with Corporate IT, DASH, and BA leadership to maintain platform operations and drive user enablement.

Calgary is preferred for time-zone alignment with U.S. teams, but candidates nationwide will be considered.

Qualifications

• 1–3 years of experience supporting enterprise applications or IT operations.
• Experience with ServiceNow platform.
• Strong written and verbal communication with stakeholders.
• Availability to work during standard U.S. business hours.

Responsibilities

• Support administration and day-to-day operations of key business apps used by the BA D365 practice.
• Administer ServiceNow modules: Incident, Problem, Change, Request, Knowledge.
• Configure forms, workflows, and low-code automation.
• Manage users, groups, roles, and access governance.
• Troubleshoot issues and coordinate resolutions.
• Create documentation and training materials.

Skills

ServiceNow

Communication

Time management

Education

Bachelor's degree in Information Technology/Information Systems/Business

ServiceNow CSA certification

ITIL Foundation certification

Job description

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. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Position Overview

RSM's Business Applications (BA) practice is seeking an Associate to join our D365 Enablement team in Canada. This individual will support the administration, enhancement, and adoption of internal business applications that support our Dynamics 365 practice and broader business operations.

This role will work closely with Corporate IT, DASH, and Business Applications leadership to support platform operations, process improvements, user enablement, and system administration activities. The successful candidate must be available during U.S. business hours to effectively collaborate with stakeholders and support critical business functions.

While candidates across Canada will be considered, Calgary is preferred due to time zone alignment with U.S. teams and market availability.

Key Responsibilities

• Support the administration and day-to-day operations of key business applications utilized by the BA D365 practice.
• Administer and support core ServiceNow modules, including Incident, Problem, Change, Request, and Knowledge Management.
• Configure and maintain forms, lists, workflows, notifications, business rules, UI policies, and low-code automation solutions.
• Manage users, groups, roles, and access controls in accordance with established governance and security standards.
• Troubleshoot platform and application issues, perform root cause analysis, and coordinate issue resolution.
• Support data imports, exports, reporting, and basic integrations following established standards and procedures.
• Implement minor enhancements and process improvements to improve operational efficiency and user experience.
• Partner with Corporate IT and DASH teams to support platform initiatives, testing, releases, and user adoption activities.
• Create and maintain documentation, knowledge articles, training materials, and operational procedures.
• Support additional platforms managed by the Enablement and Technical Operations teams, including ServiceNow, Secret Server, BeyondTrust, and other business applications as needed.
• Participate in user acceptance testing (UAT), release validation, and continuous improvement initiatives.
• Assist with gathering business requirements and translating them into practical technology solutions.

Required Qualifications

• 1-3 years of experience supporting enterprise applications, business systems, IT operations, or platform administration.
• Experience with or exposure to the ServiceNow platform.
• Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical stakeholders.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Ability to work independently while collaborating across cross-functional teams.
• Strong customer service mindset and commitment to delivering a positive user experience.
• Availability to work during standard U.S. business hours.

Preferred Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business, or a related field, or equivalent professional experience.1-3 years of ServiceNow experience.
• ServiceNow Certified System Administrator (CSA) certification, or willingness to obtain within six months of hire.
• ITIL Foundation certification.
• Experience supporting internal business applications, enablement platforms, or professional services teams.
• Familiarity with Microsoft Dynamics 365, Power Platform, or related Microsoft technologies.
• Experience creating user documentation, training materials, and process guides.
• Exposure to change management, user adoption, or process improvement initiatives.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

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 opportunity 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 800-274-3978 or send us an email at [e-mail].

At RSM, an employee’s 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