ServiceNow Project Manager / Business Analyst

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

Job summary

RSM seeks a knowledgeable ServiceNow Consultant to enhance clients' Service Management processes. The ideal candidate will leverage their experience to document improvements, evaluate requirements, and implement solutions on the ServiceNow platform. A strong emphasis on communication and collaborative expertise is essential for success in this role.

Benefits

Competitive benefits and compensation package

Wellbeing support programs

Qualifications

• 2-4 years of IT integration or performance consulting experience.
• At least 3 years of ServiceNow experience.
• Strong communication skills, client-facing experience.

Responsibilities

• Document functional design and process flow diagrams.
• Evaluate Service Management processes and develop solutions.
• Act as a subject matter expert in ServiceNow.

Skills

Business analysis

Project management

Process evaluation

Organizational change management

Workflow analysis

Design

Process re-engineering

Client relations

Education

Bachelor’s degree in Information Technology

Management Information Systems

Computer Science

Technology-focused MBA

Tools

ServiceNow

XML

HTML

CSS

JavaScript

LDAP

MS Active Directory

SOAP

REST

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 and talent experience, enabling us to be compelling to our clients. We offer 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 the latest 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 the ServiceNow platform.
• Configure Workflow, Application UI, and customize ServiceNow applications.
• Perform enhancement requests, including UI changes, system properties, content modifications, and workflow adjustments.
• Perform upgrades and installations of ServiceNow.

Required Qualifications :

• Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, or a 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 delivering IT integration, outsourcing, performance consulting, or management consulting services.
• At least 3 years of ServiceNow experience.
• Experience working in a large organization or professional services firm.
• Experience with a full cycle of ServiceNow implementation from initiation to deployment.
• Strong communication skills, both oral and written, especially in client-facing contexts.
• Ability to work collaboratively in a team environment.
• Self-motivated, able to prioritize and execute tasks effectively under pressure.
• Core competencies include business analysis, project management, process evaluation, and organizational change management.
• Experience delivering IT consulting solutions involving strategy, people, process, technology, and infrastructure.

Preferred Qualifications :

• ServiceNow Certified Implementation Specialist (CIS) in one or more product lines.
• Experience with multiple ServiceNow applications 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 programs for physical, emotional, financial, and community wellbeing. Learn more about our total rewards at our careers page.

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

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.