ServiceNow Functional Consultant optimizing service management processes at BDO. Collaborating with stakeholders and leading process discovery for ITSM and CSM.
About the role
- Senior ServiceNow Technical Consultant providing guidance to customers on ServiceNow processes and developing solutions. Responsible for implementation, configuration, and hands-on support with ServiceNow platforms.
Responsibilities
- Our Senior ServiceNow Technical Consultant provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develop solutions for the customer’s ServiceNow environment.
- Provide hands-on development assistance, including form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations
- Coordinate with the Crossfuze Engagement Manager and Customer stakeholders to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed
- Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
- Answer technical and application configuration questions
- Configure and customize new applications and modules within the ServiceNow platform
- Implement new functionality for customers while following ServiceNow best practices
- Assist in troubleshooting ServiceNow upgrades, patching, and release management
- Provide analysis of problems and possible solutions
- Produce detailed documentation on all work completed
- Lead technical implementation teams including code review for less experienced consultants
- Develop and configure required integration components such as SSO, LDAP, and APIs
- Develop and enhance ServiceNow portal components to improve user experience
- Wherever possible, enable the customer’s ServiceNow administrator(s) to be self-sufficient
- Conduct technical training and knowledge transfer sessions
- Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions
- Maintain 80% billable utilization target
- Other duties as assigned and requested
Requirements
- 4+ years of experience implementing, configuring, and customizing ServiceNow
- 3+ years of experience with common web technologies and networking (e.g., XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP)
- Strong understanding of ITIL methodologies and IT Service Management (ITSM) processes (Incident, Problem, Change, Release, SLM, Service Catalog)
- Experience with Single Sign-On (SSO) using authentication methods such as token-based authentication, SAML 1.1, and SAML 2.0
- Familiarity with integrations using REST/SOAP web services
- Ability to work remotely and collaborate with distributed teams
- Ability to understand and implement complex end-user requirements
- Strong organizational skills and ability to manage multiple projects
- **Certifications**
- **Required**: ServiceNow Certified System Administrator (CSA)
- **Required**: ServiceNow Implementation Specialist certification in two or more application areas
Benefits
- The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you!
- Flexible remote work options
- Additional PTO day for mental health
- Competitive paid time off
- Half-day Fridays
- Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
- Paid maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Competitive training & development programs
- Extended Healthcare Plan
- Group RRSP with employer match
- 10 days toward bereavement leave
- Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.
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