ServiceNow Functional Consultant

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 with a high priority on your personal and professional growth.

Your Opportunity

BDO is looking for a ServiceNow Functional Consultant to join our growing team, with the ability to work from anywhere in Canada, the ServiceNow Functional Consultant is responsible for designing and optimizing service management processes within ServiceNow 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 ServiceNow transformations across client environments—including ITSM and CSM implementations, platform modernizations, and legacy tool transitions (e.g., SysAid to ServiceNow)—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 ServiceNow capabilities. This is a highly collaborative, client-facing role requiring strong process design, facilitation, and communication skills across technical and business stakeholders. You will also own the following responsibilities:

• Lead ITSM and CSM process discovery workshops to understand current-state operations and identify improvement opportunities.

• Redesign SysAid-based processes into future-state ServiceNow workflows, aligned to ITIL and ServiceNow 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.

• 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.

• Work closely with the Solution Architect and ServiceNow 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.

• 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 ServiceNow practice.

• Support internal enablement and knowledge-sharing activities related to ITSM and CSM.

How do we define success for your role?

• You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration.

• You understand your client’s industry, challenges, and opportunities; client 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.

Your Experience and Education

• 5+ years of experience in IT service management, customer service management, or enterprise service operations.

• Hands-on experience implementing or supporting ServiceNow 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 requirements.

• Strong written and verbal communication skills, with comfort presenting to both technical and non-technical audiences.

• Experience supporting platform transitions (e.g., legacy ITSM tools to ServiceNow).

• Exposure to AI-enabled service workflows (e.g., self-service, automation, case routing).

• ServiceNow certifications (ITSM or CSM CIS preferred).

The expected range of compensation for this role is $84,000 - $128,000 annually.