ServiceNow Functional Consultant

Service Now Functional Consultant

BDO Canada invites applications for a Service Now Functional Consultant role. The position is fully remote across Canada, with a blended work model that includes occasional office, client site, and virtual duties.

As a new member of the Service Now practice, you will design, implement, and optimize Service Now solutions—ITSM, CSM, platform modernizations, and legacy tool migrations—to advance service‑centric workflows for our clients.

• Lead process discovery workshops with ITSM and CSM teams to map current‑state operations and identify improvement opportunities.
• Redesign Sys Aid‑based processes into future‑state Service Now workflows aligned with ITIL and best‑practice principles.
• Define service models, request/catalog structures, case workflows, SLAs, and experience flows, ensuring scalability and upgrade readiness.
• Translate business requirements into functional specifications, user stories, and acceptance criteria for the delivery team.
• Partner with Platform/Product Owners to support backlog prioritization and roadmap planning.
• Collaborate with Solution Architects and Service Now developers to guarantee functional intent is accurately implemented.
• Support UAT planning, execution, and training material creation.
• Assist with go‑live readiness, early‑life support, and adoption initiatives.
• Promote continuous improvement by identifying workflow efficiencies and contributing to reusable assets, templates, and best practices.

• 5+ years of experience in IT service management, customer service management, or enterprise service operations.
• Hands‑on Service Now ITSM and/or CSM implementation or support.
• Strong understanding of ITIL principles and service‑oriented process design.
• Proven facilitation skills with diverse stakeholder groups.
• Ability to translate business needs into clear, structured functional requirements.
• Excellent written and verbal communication, with comfort presenting to technical and non‑technical audiences.
• Experience with platform transitions (e.g., legacy ITSM tools to Service Now).
• Exposure to AI‑enabled service workflows (self‑service, automation, case routing).
• Service Now certifications (ITSM or CSM CIS preferred).

Annual salary range: $84,000 – $128,000.

• Competitive total cash compensation and flexible benefits.
• Learning and professional development opportunities.
• Support for personal goals and community engagement initiatives.
• Inclusive workplace culture with a strong focus on diversity, equity, and inclusion.
• Blended work model to balance office, client, and virtual time.

At BDO Canada, every employee is valued and we commit to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate differences across race, religion, physical or mental disabilities, age, marital status, gender identity, and sexual orientation. Please let us know if you require accommodation during the application process.

Ready to make an impact? Click ‘Apply now’ to submit your resume to our Talent Acquisition team. For other openings, visit the BDO Canada careers page.