Principal Technical Consultant

Position Responsibilities

• Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity
• Advise customers in their efforts to take advantage of the Service Now to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Provide ad‑hoc oversight/training for the customer’s future system administrators throughout the engagement
• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
• Provide technical expertise in how to best support Service Now best practices focused on configuration vs. customization
• Be an expert in Service Now platform capabilities, and guide project team in scripting, workflows, and integrations best practices
• Prepare customer‑facing deliverables focused on the technology and be responsible for quality of configured/developed solution
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide training and mentoring to other members of the Crossfuze Delivery team upon request
• Maintain 75% billable utilization target

• 5+ years of experience implementing, configuring, and customizing Service Now
• 4+ years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
• Ability to work remotely and with remote resources as needed
• Ability to understand and implement complex end‑user requirements
• Ability to effectively organize work across multiple projects
• Strong understanding of ITIL methodologies, IT architecture, JavaScript and web software design principals
• Working knowledge of relational databases
• Ability to prioritize, manage, and refine the project backlog, ensuring that stories are well‑defined and ready for development
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and team members
• A deep understanding of at least 4 product lines’ principles and best practices and the ability to deliver high‑quality solutions that meet customer needs and industry standards
• Service Now System Administrator Certification (required)
• Service Now Application Developer Certification (required)

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half‑day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Extended Healthcare Plan
• Group RRSP with employer match
• 10 days toward bereavement leave
• Premium subscription to the Calm app for every employee and 5 additional people of the employee’s choice

The anticipated compensation range for this position is $150,000‑170,000

CAD annually. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.