ServiceNow Product and Platform Consultant; Assist, AI agents

Position: ServiceNow Product and Platform Consultant (Now Assist, AI agents )
Position Name – Service Now Product and Platform Consultant
Type of hiring – Fulltime
Location – Remote Canada

Job Description:

Seeking an experienced consultant to provide Service Now product analysis, platform coordination, solution planning, stakeholder engagement, and delivery oversight. The consultant will translate business needs into actionable requirements, guide development through testing and release, support platform operations, and help client’s realize measurable value from Service Now, Now Assist, workflow automation, reporting, and integrations.

Key Responsibilities
Lead requirements discovery with business and technology stakeholders; document current-state processes, target workflows, user stories, acceptance criteria, roles, data needs, notifications, reports, and dashboards.
Own assigned Service Now initiatives from intake through production validation, including scope definition, prioritization, backlog readiness, demonstrations, UAT coordination, release planning, and stakeholder sign-off.
Coordinate developers, platform administrators, vendors, product owners, and support teams to resolve dependencies, clarify requirements, track delivery, and elevate risks or blockers.
Support Service Now AI and automation capabilities, including Now Assist usage analysis, feature evaluation, testing, adoption planning, consumption monitoring, and issue resolution with Service Now support.
Analyze platform incidents, defects, service requests, and vendor cases; reproduce issues, document evidence, validate proposed fixes in lower environments, and confirm production readiness.
Coordinate integrations and cross-platform workflows involving Service Now, Jira, Workday, email, APIs, Tidal, identity services, and other enterprise systems.
Develop executive-ready status updates, presentations, process diagrams, decision materials, release summaries, and operational documentation.
Promote platform standards, catalog governance, security, change control, auditability, and sustainable out-of-the-box design while identifying technical debt and improvement opportunities.
Performance Objectives
Deliver at least 90% of committed analysis and coordination milestones by the agreed date or release window, with material risks communicated within one business day.
Ensure 100% of assigned initiatives have documented scope, requirements, acceptance criteria, test evidence, stakeholder approval, and production-validation expectations before release.
Maintain clear ownership and status for open platform issues, vendor cases, and dependencies; elevate critical blockers promptly and drive each item to an evidence-based resolution.
Provide accurate monthly reporting for Now Assist adoption and consumption, including material variances, risks, and recommended actions before contractual or operational thresholds are reached.
Conduct stakeholder demonstrations and UAT checkpoints for material releases, record decisions and open items, and obtain documented sign-off before production deployment.
Keep assigned backlog items, project artifacts, process documentation, and executive updates current, concise, and auditable.

Required Qualifications
Bachelor's Degree in information technology, business, engineering, or a related field, or equivalent professional experience; 5 or more years supporting Service Now products, enterprise workflows, or technology delivery.
Hands-on experience with requirements analysis, process mapping, user stories, acceptance criteria, backlog management, UAT, release coordination, and stakeholder communication.
Working knowledge of Service Now ITSM, Service Catalog, reporting, dashboards, workflow automation, access controls, integrations, and development lifecycle practices.
Experience analyzing…