Strategic ServiceNow Design Lead for ITSM & CMDB

TELUS Digital; Toronto; On-site; CAD 96,000 - 120,000; Full time

Job summary

A prominent technology firm in Toronto is looking for a Senior Business Process Consultant specializing in Service Design. This role involves leading complex ITSM and CMDB transformations, engaging with clients to identify process improvements, and designing adaptive solutions aligned with service data models. The ideal candidate should have strong experience with ITSM frameworks and the ServiceNow platform, alongside excellent communication skills. The position offers competitive compensation and significant benefits.

Benefits

Group Savings Options with company matching

100% Healthcare coverage

Generous Paid Time Off

Parental Leave Top-Up

Employee Assistance Program (EAP)

Qualifications

• Proven experience as a Business Process Consultant in an enterprise environment.
• Deep expertise in ITSM frameworks and best practices for service delivery.
• Strong knowledge of the ServiceNow platform, particularly ITSM and CMDB.

Responsibilities

• Lead project kick-off activities and define project governance.
• Facilitate workshops to gather requirements and map user journeys.
• Analyze current-state processes and identify opportunities for improvement.

Skills

Business Process Consulting

Service Design

ITSM Frameworks (ITIL v4)

ServiceNow Platform

Stakeholder Management

Data Analysis

Communication Skills

Education

ITIL v4 Managing Professional or Strategic Leader certification

ServiceNow Certified Implementation Specialist (CIS)

Tools

ServiceNow ITSM

Data Modeling

Job description

A prominent technology firm in Toronto is looking for a Senior Business Process Consultant specializing in Service Design. This role involves leading complex ITSM and CMDB transformations, engaging with clients to identify process improvements, and designing adaptive solutions aligned with service data models. The ideal candidate should have strong experience with ITSM frameworks and the ServiceNow platform, alongside excellent communication skills. The position offers competitive compensation and significant benefits.