ServiceNow Functional Consultant

Overview

Putting people first, every day BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth.

Your Opportunity BDO is looking for a Service Now Functional Consultant to join our growing team. The Service Now Functional Consultant is responsible for designing and optimizing service management processes within Service Now for both internal and client-facing engagements, ensuring business needs are translated into scalable, best-practice solutions that drive measurable outcomes. This is a new role in the team and plays a key part in delivering Service Now transformations across client environments—including ITSM and CSM implementations, platform modernizations, and legacy tool transitions (e.g., Sys Aid to Service Now)—helping organizations shift from ticket-centric operations to service- and experience-driven workflows.

To be successful, you will work closely with Platform / Product Owners, Solution Architects, and delivery teams to lead process discovery, define future-state workflows, and enable strong adoption of Service Now capabilities. This is a highly collaborative,
client-facing role requiring strong process design, facilitation, and communication skills across technical and business stakeholders.

• Process Design & Functional Leadership – Lead ITSM and CSM process discovery workshops to understand current-state operations and identify improvement opportunities. Redesign Sys Aid-based processes into future-state Service Now workflows, aligned to ITIL and Service Now leading practices. Define service models, request/catalog structures, case workflows, SLAs, and experience flows. Ensure functional designs balance business needs with platform scalability and upgrade readiness.
• Requirements & Backlog Management – Translate business requirements into detailed functional specifications, user stories, and acceptance criteria. Partner with the Platform / Product Owner to support backlog prioritization and roadmap planning. Act as the primary functional liaison between business stakeholders and technical delivery teams.
• Delivery & Adoption Support – Work closely with the Solution Architect and Service Now Developers to ensure functional intent is accurately implemented. Support UAT planning and execution in collaboration with QA resources. Contribute to training materials, process documentation, and change adoption inputs. Support go-live readiness and early-life support activities.
• Continuous Improvement & Practice Growth – Promote continuous improvement by identifying opportunities to streamline workflows and improve service experiences. Contribute to reusable process assets, templates, and best practices for BDO’s Service Now practice. Support internal enablement and knowledge-sharing activities related to ITSM and CSM.

• You demonstrate BDO's core values through all aspects of your work:
  Integrity, Respect and Collaboration.
• You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work.
• You identify, recommend, and are focused on effective service delivery to your clients.
• You share in an inclusive and engaging work environment that develops, retains and attracts talent.
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
• You grow your expertise through learning and professional development.

• 5+ years of experience in IT service management, customer service management, or enterprise service operations.
• Hands-on experience implementing or supporting Service Now ITSM and/or CSM.
• Strong understanding of ITIL principles and service-oriented process design.
• Proven experience facilitating workshops and working with diverse stakeholder groups.
• Ability to translate business needs into clear, structured functional…