ServiceNow Project Manager / Business Analyst

RSM; Calgary; On-site; USD 85,000 - 136,000; Full time

Job summary

A leading provider of professional services is seeking a ServiceNow Specialist to enhance their IT service management. The role involves analyzing business processes, implementing solutions on the ServiceNow platform, and collaborating with cross-functional teams. Ideal candidates will have a strong background in ServiceNow and IT consulting, along with excellent communication skills. A competitive compensation package is offered, including a discretionary bonus based on performance.

Benefits

Competitive benefits and compensation package

Personalized wellbeing programs

Qualifications

• 2-4 years of experience in delivering IT services.
• Minimum of 3 years of ServiceNow experience.
• Strong communication skills, especially in client-facing contexts.

Responsibilities

• Provide analysis, development, and documentation of improvement opportunities.
• Design and develop applications for the ServiceNow platform.
• Act as a subject matter expert in ServiceNow.

Skills

Business Analysis

Project Management

Process Evaluation

Organizational Change Management

Communication

Education

Bachelor’s degree in Information Technology

MBA or equivalent experience

Tools

ServiceNow

XML

HTML

AngularJS

CSS

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.

Responsibilities :

1. Provide analysis, development, and documentation of improvement opportunities.
2. Document functional design, process flow diagrams, user stories, and gather feedback to influence solution design and approach.
3. Evaluate Service Management business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.
4. Analyze diverse business requirements to be solved with automation on the ServiceNow platform.
5. Effectively document and communicate insights and plans to cross-functional team members and management.
6. Work closely with clients, technicians, and managerial staff.
7. Stay up to date with the latest industry knowledge of Service Management and ServiceNow enhancements, making recommendations for process improvements.
8. Act as a subject matter expert in ServiceNow and Enterprise Service Management.
9. Design and develop applications and add-ons for the ServiceNow platform.
10. Configure Workflow, Application UI, and customize ServiceNow applications.
11. Perform enhancement requests, including UI changes, system properties, and workflow modifications.
12. Perform upgrades and installations of ServiceNow.

Required Qualifications :

1. Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, or related field, or a technology-focused MBA or equivalent experience.
2. ITIL 4 Foundation Certification or higher.
3. ServiceNow Certified System Administrator (CSA) certification.
4. 2-4 years of experience in delivering IT services such as Integration, Outsourcing, Performance or Management Consulting.
5. Minimum of 3 years of ServiceNow experience.
6. Experience working in large organizations or professional services firms, including at least 1 full cycle ServiceNow implementation.
7. Strong communication skills, both oral and written, especially in client-facing contexts.
8. Ability to work collaboratively in team environments.
9. Self-motivated with good prioritization skills under pressure.
10. Core competencies: business analysis, project management, process evaluation, and organizational change management.
11. Experience in delivering IT consulting solutions involving strategy, people, process, technology, and infrastructure.

Preferred Qualifications :

1. ServiceNow Certified Implementation Specialist (CIS) certifications in relevant product lines.
2. Experience with multi-application ServiceNow projects and integrations.
3. Skills in workflow analysis, design, and process re-engineering.
4. Support skills including Client Scripts, ACLs, and general ServiceNow administration.
5. Knowledge of XML, HTML, AngularJS, CSS, LDAP, MS Active Directory, SSO, SOAP, and REST APIs.

At RSM, we offer a competitive benefits and compensation package. We support your wellbeing through personalized programs addressing physical, emotional, financial, and community health. Learn more about our total rewards at:

Compensation Range : $85,000 - $136,000

Selected individuals will be eligible for a discretionary bonus based on performance.