ServiceNow Senior ITAM Business Process Consultant

At SoftwareOne, the ServiceNow Senior Business Process Consultant (Senior BPC) performs the full scope of the BPC role — leading process discovery, requirements definition, solution alignment, and validation activities to ensure ServiceNow implementations deliver meaningful business outcomes — and brings deeper experience, broader scope, and stronger client‑advisory capability.

The Senior BPC partners closely with clients, architects, technical consultants, and delivery leaders across the full implementation lifecycle. Depending on the engagement, the Senior BPC may also be asked to lead a team of Business Analysts and BPCs and may engage with executive‑level stakeholders. These responsibilities are not always part of every engagement, but the Senior BPC has the experience, judgment, and consulting craft to step into them when required.

SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes- and we are intentional about hiring people who are curious, hands‑on, actively apply AI, and lead by example as technology continues to evolve.

Role & Responsibilities

• Lead end‑to‑end business process discovery, requirements workshops, and process re‑engineering across complex ServiceNow engagements
• Analyze current‑state processes and design optimized, future‑state solutions aligned to ServiceNow and ITAM best practices
• Identify opportunities for process improvement, standardization, and automation to drive business value
• Facilitate cross‑functional workshops with business and IT stakeholders to define requirements and validate solutions
• Translate business needs into clear, actionable deliverables (user stories, functional requirements, acceptance criteria)
• Ensure requirements traceability from discovery through delivery; manage complex or ambiguous inputs with clarity and structure
• Partner with architects and technical teams to ensure solutions align with business objectives and platform standards
• Support implementation, testing (System Testing & UAT), and validate solutions meet business requirements and intended outcomes
• Act as a trusted advisor, effectively communicating complex concepts to executive, business, and technical audiences
• Contribute to delivery excellence through documentation, best practices, and continuous improvement of methodologies
• Mentor and guide Business Analysts and junior consultants, providing coaching and quality oversight
• Support delivery governance and pre‑sales activities, including scope management, value tracking, solution scoping, and proposal development

Job Requirements

• 5 - 7 plus years of combined experience in business process analysis, business analysis, or functional consulting — including process design, optimization, and stakeholder‑facing requirements work.
• Hands‑on experience with the ServiceNow platform (ITAM required), including experience on multiple end‑to‑end engagements.
• Demonstrated experience participating in complex strategic and operational ITAM initiatives at large organizations.
• ServiceNow CSA (Certified System Administrator) certification (required).
• ServiceNow CIS‑SAM (Certified Implementation Specialist – Software Asset Management) (required); ServiceNow CIS‑HAM (Certified Implementation Specialist – Hardware Asset Management).
• Excellent verbal and written English communication skills, with strength in workshop facilitation and audience‑tailored presentations.
• Exceptional documentation skills across process design, business requirements, user stories, and project collateral.
• Strong customer‑centric mindset with proven cross‑functional collaboration, internally and with clients.
• Strong analytical and problem‑solving skills with attention to detail.
• Experience managing multiple initiatives concurrently in a fast‑paced delivery environment.
• Demonstrated experience using AI in a practical, applied way — such as improving workflows, automating tasks, enabling better decision making, or increasing impact in prior roles. This does not require deep technical or engineering expertise in AI; we value applied use, experimenting, and a mindset of curiosity and continuous learning.

Preferred Qualifications

• Experience advising or presenting to senior audiences.
• ServiceNow Business Process Analyst learning path. Certified Business Analysis Professional (CBAP) is an asset.
• Experience with additional ServiceNow modules (ITSM, ITOM) is an asset.
• Willingness to travel on a limited basis (up to 10%) and be comfortable in changing office environments.

Success Criteria

• This role will maintain a chargeability of 70% (which may be adjusted based on internal and pre‑sales contributions).
• This role plays a key ITAM leadership position within the BPC team and the overall ServiceNow practice – successes and contributions to clients, team development, product development and pre‑sales may be core components of goal setting.

Organizational Alignment

• SoftwareOne’s ServiceNow practice is regarded as a global leader in ITAM by Gartner. A dynamic and growing practice, the ServiceNow team are a team of experts focused primarily on ITAM, ITOM and ITSM.
• This role reports to the Director, ServiceNow Process & Partnerships.

What we offer

• Generous pay with bonus structure
• Independent environment without a lot of red tape where you are empowered to make decisions
• Substantial benefits package that includes:
  • Comprehensive health, dental, and vision coverage through Manulife
  • Mental health support and Employee Assistance Program (EAP)
  • Employer‑paid life insurance and long‑term disability coverage
  • Retirement savings support with RRSP and employer‑matched DPSP
  • Paid holidays, birthday off, and a flexible discretionary time off policy
  • Wellness programs, learning & development opportunities, and employee perks
  • And much more
• Winning culture, inclusive environment, and friendly people all over the world
• A remote‑friendly organization, with colleagues working remotely either part or full‑time

Target compensation for this role will be $130,000 to 145,000 CAD (with an additional bonus of up to 10% of salary). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location.

We are not able to consider candidates residing in the state of Hawaii currently.

#J-18808-Ljbffr