ServiceNow Project Manager / Business Analyst

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

Job summary

RSM is seeking a ServiceNow specialist to enhance Service Management processes and solutions. The ideal candidate will have a strong IT background and excellent analytical skills, with experience in delivering effective IT consulting solutions. A competitive compensation package is offered along with a focus on employee well-being and development.

Benefits

Competitive benefits package

Holistic wellness programs

Qualifications

• 2-4 years of IT integration or management consulting experience.
• At least 3 years of ServiceNow experience including a full implementation.
• Self-motivated, able to prioritize and execute tasks under pressure.

Responsibilities

• Provide analysis and documentation of improvement opportunities.
• Evaluate Service Management processes and develop solutions.
• Act as a subject matter expert in ServiceNow and Enterprise Service Management.

Skills

Business analysis

Project management

Process evaluation

Organizational change management

Strong communication

Education

Bachelor’s degree in Information Technology, MIS, Computer Science

ITIL 4 Foundation Certification

ServiceNow Certified System Administrator

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 inclusive culture, 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 :

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

Required Qualifications :

• Bachelor’s degree in Information Technology, MIS, Computer Science, or related field, or a technology-focused MBA or equivalent experience.
• ITIL 4 Foundation Certification or higher.
• ServiceNow Certified System Administrator (CSA) certification.
• 2-4 years of experience in IT integration, outsourcing, performance or management consulting.
• At least 3 years of ServiceNow experience.
• Experience in a large organization or professional services firm, including at least one full ServiceNow implementation.
• Strong communication skills, both oral and written, especially in client-facing contexts.
• Ability to work collaboratively in a team environment.
• Self-motivated with good task prioritization and execution under pressure.
• Core skills in business analysis, project management, process evaluation, and organizational change management.
• Experience in delivering IT consulting solutions involving strategy, people, process, technology, and infrastructure.

Preferred Qualifications :

• ServiceNow CIS certifications in one or more product lines.
• Participation in multi-application ServiceNow implementation projects and system integrations.
• Skills in workflow analysis, design, and process re-engineering.
• Knowledge of client scripts, ACLs, and general ServiceNow support and administration.
• Experience with XML, HTML, AngularJS, CSS, LDAP, MS Active Directory, SSO, SOAP, and REST.

At RSM, we offer a competitive benefits and compensation package. We support and inspire you to prioritize your wellbeing through personalized, holistic programs for physical, emotional, financial, and community wellbeing. Learn more about our total rewards at Compensation Range: $85,000 - $136,000. Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.