Service Now Business Process Consultant

Job Summary

We are seeking an experienced and strategic Senior Business Process Consultant specializing in Service Design to lead our clients through complex ITSM and CMDB transformations. The ideal candidate will leverage deep industry experience and best practices to co-create solutions that drive efficiency, enhance user experience, and deliver tangible business value.

This role is central to our integrated delivery framework, focusing on the initial Strategy & Design phases of a project. You will be responsible for translating client challenges into standardized, simplified, and optimized processes, with a special emphasis on designing adaptive, AI-driven CMDB solutions aligned with the Common Service Data Model (CSDM) framework.

Key Responsibilities

• Strategy & Client Engagement:
• Lead initial project kick-off activities, including stakeholder identification and the definition of project governance and RACI models.
• Facilitate collaborative workshops with client SMEs, process owners, and sponsors to gather requirements, document user pain points, and map current-state user journeys.
• Co-create a future-state service delivery model and a strategic roadmap that aligns with the client's business objectives.
• Process and Solution Design:
• Analyze and document current-state processes, interaction volumes, and service efficiency to identify key challenges and opportunities for improvement.
• Design and document future-state process flows, user stories, and a comprehensive product backlog for implementation.
• Develop high-level solution designs and architectures, with a primary focus on ServiceNow ITSM and CMDB.
• Define adaptive CMDB solutions aligned with the Common Service Data Model (CSDM) framework, including the development of service blueprints, data models, and strategies for data normalization and reconciliation.
• Analysis and Business Case Development:
• Conduct comprehensive current-state discovery, including SWOT analysis and maturity assessments of the client's Configuration Management ecosystem.
• Develop detailed gap analysis reports, documenting areas for improvement and building actionable recommendations to bridge the gaps.
• Transform analysis outcomes into compelling business cases for transformation, defining value, and obtaining sponsor approval.
• Project Enablement and Delivery Support:
• Finalize and document the project's testing strategy, training delivery plan, and overall transition approach.
• Lead "show and tell" sessions and prototype reviews to ensure continuous alignment and iterative feedback from the client.
• Provide expert guidance during the Execute & Deliver phase, ensuring the technical configuration aligns with the finalized design.
• Support the project through Hypercare, assisting with defect management and knowledge transfer to ensure a successful transition and project closure.

Required Skills and Qualifications

• Proven experience as a Business Process Consultant, Service Designer, or Solutions Architect in an enterprise environment.
• Deep expertise in ITSM frameworks (e.g., ITIL v4) and best practices for service delivery.
• Strong practical and design-level knowledge of the ServiceNow platform, particularly ITSM, CMDB, and the Common Service Data Model (CSDM).
• Demonstrated ability to lead requirement-gathering workshops, conduct stakeholder analysis, and manage client relationships at a senior level.
• Experience in conducting current-state analysis, gap analysis, SWOT, and maturity assessments.
• Skilled in developing strategic roadmaps, Target Operating Models, and compelling business cases for technology and process transformation.
• Excellent communication, presentation, and facilitation skills, with the ability to articulate complex concepts to both technical and non-technical audiences.

Preferred Qualifications

• ITIL v4 Managing Professional or Strategic Leader certification.
• ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or Discovery.
• Experience with data migration strategies, data modeling, sanitation, and reconciliation.
• Familiarity with AI-driven approaches to data management and process optimization.
• Prior experience working in a major technology consulting firm.
• Bilingual proficiency in English and French is highly desirable.

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Group Savings Options (GRSP, GTFSA, GIA) with company matching
• Healthcare benefits - Medical, Vision, Dental (We cover 100% of the employee and dependent(s) medical premiums)
• Life & Disability Insurance
• Generous and Flexible Paid Time Off
• Parental Leave Top-Up
• Employee Assistance Program (EAP)
• And more!

*Individual compensation is based on various factors unique to each candidate, including, skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, TELUS Digital conducts regular compensation audits.

Canada Pay Range$96,000—$120,000 CAD