ServiceNow Business Process Consultant - ITSM AND HRSD

Opportunity

EY is seeking a Service Now Business Process Consultant (BPC) with strong functional expertise to support IT Service Management (ITSM) and HR Service Delivery (HRSD) initiatives across client engagements. This role is ideal for a process-focused consultant who enjoys working closely with stakeholders to design, optimize, and implement Service Now solutions aligned to leading practices.

• Lead process discovery workshops and stakeholder interviews to understand current-state and future-state ITSM and HR processes. Translate business requirements into Service Now functional designs, user stories, and acceptance criteria.
• Support Service Now implementations across ITSM (Incident, Request, Problem, Change) and HRSD (HR Case Management, Knowledge, employee‑facing services). Advise clients on Service Now best practices, promoting out‑of‑the‑box capabilities while minimizing customization. Partner with technical teams to ensure functional requirements are accurately configured and delivered.
• Support UAT, validation, and go‑live readiness activities, including defect triage and solution refinement. Contribute to training materials, job aids, and change enablement activities to support adoption. Act as a trusted advisor, helping stakeholders align processes, governance, and outcomes.

• Strong functional understanding of Service Now ITSM and HRSD modules.
• Proven experience gathering and documenting business requirements and process flows.
• Ability to facilitate workshops and communicate effectively with business and technical stakeholders.
• Experience working in Agile delivery environments and writing clear user stories.
• Comfort balancing stakeholder expectations, scope, and delivery timelines.

• Service Now certifications such as CSA, CIS – ITSM, and/or CIS – HRSD.
• ITIL Foundation certification or equivalent IT service management knowledge.
• Experience in consulting or managed services environments.
• Exposure to service catalog design, knowledge management, or employee portal/experience design.

We’re looking for individuals who are curious, collaborative, and client‑focused, with a passion for improving business processes through technology. You bring structure to ambiguity, communicate with confidence, and take ownership of delivering high‑quality outcomes for clients and teams.

• Comprehensive medical, dental, and prescription drug coverage.
• Mental health benefits, a robust Employee Assistance Program, and group savings plans.
• Generous time off, including personal days, vacation days, and additional firm‑wide holidays.
• Option to purchase extra vacation days.
• Access to EY's exclusive learning programs and internal career development opportunities.

Salary Toronto/London/Ottawa/Waterloo/Vancouver/Victoria: $92,000 to $138,000.

Equal Opportunity Employer

EY is committed to fostering an inclusive workplace and providing equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, age, disability, or other protected status.