ServiceNow Functional Consultant

Your Opportunity

BDO is looking for a Service Now Functional Consultant to join our growing team, with the ability to work from anywhere in Canada.

This role 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.

It is a new role that 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.

• 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.

• 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 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.

• 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.

• Demonstrate BDO's core values through all aspects of your work:
  Integrity, Respect and Collaboration.
• Understand your client’s industry, challenges, and opportunities; client describes you as positive, professional, and delivering high‑quality work.
• Identify, recommend, and focus on effective service delivery to your clients.
• Share in an inclusive and engaging work environment that develops, retains and attracts talent.
• Actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
• 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 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 Service Now).
• Exposure to AI‑enabled service workflows (e.g., self‑service, automation, case routing).
• Service Now certifications (ITSM or CSM CIS preferred).

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

• Enablement to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
• Extensive opportunities for learning and development within our services, industries, and markets.
• Support for personal goals outside of the office and impact on your community.

All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation.

If you require accommodation to complete the application process, please contact us.