Title: ServiceNow Implementation Specialist
Location: Canada remote
Start date: As soon as possible
Duration: Permanent fulltime
Bilingual: Yes
Description
On behalf of our client, we are seeking an experienced and versatile ServiceNow Implementation Specialist to join our dynamic team. The ideal candidate will possess comprehensive knowledge of the ServiceNow platform and be capable of handling all aspects of implementation, configuration, and optimization for our clients.
Responsibilities
As a ServiceNow Implementation Expert, you will be responsible for leading end-to-end ServiceNow platform implementations, including instance setup, module configuration, integration design, and optimization across CSM, ITSM, ITOM, and ITAM modules, while providing expert guidance to clients and
teams. Instance Setup and Configuration:
- Lead the process of deploying, branding, configuring and customizing client ServiceNow instances
- Subject Matter Expert in ServiceNow Modules Implementation, maintenance and best practices
- Deliver training to client teams on implemented ServiceNow solutions
- Offer ongoing support and guidance for complex ServiceNow-related issues
- Design and build customer-facing portals and service catalogs tailored to client needs
- Set up and manage ServiceNow Discovery for automated CMDB infrastructure mapping
- Configure and optimize Event Management for proactive issue remediation
- Assist in implementing integrations between ServiceNow and other enterprise systems
- Propose and implement enhancements to existing client implementations
- Work closely with the Business Analyst to gather and refine detailed business requirements
- Translate business needs into ServiceNow technical specifications
- Assist in creating functional and non-functional specifications for custom developments
- Participate in user acceptance testing (UAT) planning and execution
- Participate in sprint planning and backlog grooming sessions
- Conduct knowledge transfer sessions on implemented solutions and customizations
- Create and maintain comprehensive documentation for all implemented features
- Provide guidance on best practices for ongoing platform maintenance and optimization
- Assist in troubleshooting complex issues that escalate from the support team
- Collaborate on continuous improvement initiatives based on support team feedback
- Participate in regular sync meetings to address recurring issues and plan proactive measures
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum of 5 years of experience in ServiceNow implementation and administration
- ServiceNow Certified System Administrator and Implementation Specialist certifications
- Extensive hands-on experience with ServiceNow ITSM, ITOM, and ITAM modules
- Proven expertise in ServiceNow customization, scripting, and workflow design
- Strong understanding of ITIL framework and IT service management principles
- Excellent communication, client-facing skills, problem-solving and analytical skills
Preferred Qualifications:
- Additional ServiceNow certifications (e.g., CIS-ITSM, CIS-Discovery, CIS-Event Management)
- Experience with ServiceNow Performance Analytics and Reporting
- Knowledge of ServiceNow SecOps and GRC modules
- Familiarity with Agile and DevOps methodologies
- Experience working in a managed service provider environment
