ServiceNow Functional Consultant

BDO Canada; Ottawa; Hybrid; CAD 84,000 - 128,000; Full time

Benefits offered by this job

Learning and development opportunities

Community impact support

Job summary

BDO Canada is seeking a ServiceNow Functional Consultant responsible for designing and optimizing service management processes. This role involves leading ITSM and CSM process discovery workshops, translating business needs into solutions, and ensuring high-quality service delivery.

The ideal candidate has over 5 years of experience in IT service management, strong ITIL knowledge, and a proven track record in stakeholder engagement. The position offers a flexible work model and contributes to BDO's success in Canada.

Qualifications

• 5+ years of experience in IT service management or enterprise service operations.
• Strong understanding of ITIL principles and service-oriented process design.
• Proven experience facilitating workshops with diverse stakeholders.

Responsibilities

• Lead process discovery workshops to identify improvement opportunities.
• Translate business requirements into detailed functional specifications.
• Ensure functional designs balance business needs with platform scalability.

Skills

ITIL principles

ServiceNow ITSM

ServiceNow CSM

Workshop facilitation

Stakeholder management

Education

Bachelor's degree or relevant field

Tools

ServiceNow

Job description

Your Opportunity

BDO is looking for a ServiceNow Functional Consultant to join our growing team, with the ability to work from anywhere in Canada.

This role is responsible for designing and optimizing service management processes within ServiceNow for both internal and client‑facing engagements, ensuring business needs are translated into scalable, best‑practice solutions that drive measurable outcomes.

It is a new role that plays a key part in delivering ServiceNow transformations across client environments— including ITSM and CSM implementations, platform modernizations, and legacy tool transitions (e.g., SysAid to ServiceNow)—helping organizations shift from ticket‑centric operations to service‑ and experience‑driven workflows.

Process Design & Functional Leadership

• Lead ITSM and CSM process discovery workshops to understand current‑state operations and identify improvement opportunities.
• Redesign SysAid‑based processes into future‑state ServiceNow workflows, aligned to ITIL and ServiceNow leading practices.
• Define service models, request/catalog structures, case workflows, SLAs, and experience flows.
• Ensure functional designs balance business needs with platform scalability and upgrade readiness.

Requirements & Backlog Management

• Translate business requirements into detailed functional specifications, user stories, and acceptance criteria.
• Partner with the Platform / Product Owner to support backlog prioritization and roadmap planning.
• Act as the primary functional liaison between business stakeholders and technical delivery teams.

Delivery & Adoption Support

• Work closely with the Solution Architect and ServiceNow Developers to ensure functional intent is accurately implemented.
• Support UAT planning and execution in collaboration with QA resources.
• Contribute to training materials, process documentation, and change adoption inputs.
• Support go‑live readiness and early‑life support activities.

Continuous Improvement & Practice Growth

• Promote continuous improvement by identifying opportunities to streamline workflows and improve service experiences.
• Contribute to reusable process assets, templates, and best practices for BDO’s ServiceNow practice.
• Support internal enablement and knowledge‑sharing activities related to ITSM and CSM.

Success Criteria

• Demonstrate BDO's core values through all aspects of your work: Integrity, Respect and Collaboration.
• Understand your client’s industry, challenges, and opportunities; client describes you as positive, professional, and delivering high‑quality work.
• Identify, recommend, and focus on effective service delivery to your clients.
• Share in an inclusive and engaging work environment that develops, retains and attracts talent.
• Actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
• Grow your expertise through learning and professional development.

Experience and Education

• 5+ years of experience in IT service management, customer service management, or enterprise service operations.
• Hands‑on experience implementing or supporting ServiceNow ITSM and/or CSM.
• Strong understanding of ITIL principles and service‑oriented process design.
• Proven experience facilitating workshops and working with diverse stakeholder groups.
• Ability to translate business needs into clear, structured functional requirements.
• Strong written and verbal communication skills, with comfort presenting to both technical and non‑technical audiences.
• Experience supporting platform transitions (e.g., legacy ITSM tools to ServiceNow).
• Exposure to AI‑enabled service workflows (e.g., self‑service, automation, case routing).
• ServiceNow certifications (ITSM or CSM CIS preferred).

Compensation

The expected range of compensation for this role is $84,000 – $128,000 annually.

Benefits

• Enablement to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
• Extensive opportunities for learning and development within our services, industries, and markets.
• Support for personal goals outside of the office and impact on your community.

Work 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.

Diversity, Equity, and Inclusion

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.