Senior ServiceNow Service Catalog Consultants / Configuration Specialists

Senior ServiceNow Service Catalog Consultants / Configuration Specialists, Victoria, British Columbia
# of Positions: 3
Business Consultant Level 3
Project Name: Service Management Transformation Program
Project Overview: The Service Management Transformation Programs is focused on transforming IT service operations to ensure a superior customer experience and to contribute to the success of government programs.

Estimated Work Start Date: 16-Sep-2024
Estimated Work End Date: 31-Mar-2025
Standard Hours Per Day: 8.00
Estimated Work Days: 139.00

Business Consultants at Experience Level 3 are Consultants that can demonstrate in their submitted examples that they have the ability to:

1. Identify, define, model and document business needs, including the ability to:
a) model and document technical solutions,
b) develop and present business cases including feasibility studies, risk assessments and cost benefit analysis of solution alternatives,
c) define and document product and funding for development and ongoing support,
d) develop presentations, reports and submissions required by clients to secure approval and funding from Executive or Treasury Board, and
e) develop work plans;

2. Interact professionally and productively with a wide variety of people in diverse roles (e.g. executives, contractors, technical experts, naïve users) to develop and implement:
a) automated business processes,
b) service agreements with service consumers and suppliers,
c) appropriate service management processes,
d) training/educational materials, and
e) application maintenance support; and

3. Manage the quality of the delivered business solution to ensure it meets the quality expectations:
a) ensure structure, design and development of the deliverables is in compliance with applicable standards,
b) monitor/control project progress, resource usage and cost, and
c) ensure performance of technical reviews and audits and obtain required approvals before implementation.

The Province is implementing various modules of ServiceNow, with several already in production which include:
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Order Management (Service Request, Request for Fulfillment, Service Catalogue)
• Service Asset and Configuration Management and Configuration Management Database (SACM/CMDB)
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• Field Services (FSM)
• Continuous Improvement (CIM)
• Strategic Portfolio Management (SPM)

The Province is seeking an experienced ServiceNow Functional Architect who will support the architectural needs of the program.

The Proposal should demonstrate the proposed Resource has experience, within the past 10 years (as of the Closing Date of this RFP) with:

• Experience & Skills:
  • Minimum of 3+ years experience in Service Catalog and Service Request Management:
  • Extensive experience in designing, implementing, and optimizing Service Catalog items within the ServiceNow platform.
  • Strong background in configuring and managing Service Request workflows, ensuring seamless user experiences and efficient service delivery.
• ServiceNow Expertise:
  • Deep knowledge of ServiceNow's Service Catalog and Request Management modules, including item creation, workflow automation, and approvals.
  • Strong understanding of how Service Catalog integrates with other ServiceNow modules such as ITSM, ITOM, and ITBM.
  • Proven ability to configure and customize ServiceNow workflows, forms, and portals to meet specific business needs.
• Service Catalog Best Practices:
  • Expertise in industry best practices for Service Catalog management, including standardization, automation, and user-centric design.
  • Ability to ensure catalog items are aligned with business objectives and user needs, promoting self-service and reducing manual workload.
• Process Optimization:
  • Proven track record of optimizing Service Request processes to improve efficiency, reduce fulfillment time, and enhance user satisfaction.
  • Experience in aligning Service Catalog and Request Management processes with broader IT and business strategies.
• Client-Facing Skills:
  • Excellent ability to engage with stakeholders at all levels, from technical teams to executive leadership, ensuring clear communication of goals and expectations.
  • Strong communication skills, capable of translating complex ServiceNow configurations and processes into terms understandable by non-technical audiences.
• Problem-Solving and Analytical Skills:
  • Highly skilled in analyzing service request data to identify trends, inefficiencies, and opportunities for improvement.
  • Proficient in troubleshooting and resolving issues related to Service Catalog and Request Management within ServiceNow.
• ITIL and IT Service Management Frameworks:
  • Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply these principles to Service Catalog and Request Management.
• User Experience (UX) Design:
  • Experience in designing intuitive and user-friendly Service Catalog interfaces and request forms, enhancing the overall user experience.
• Data Management:
  • Experience in data modeling, database management, and ensuring data accuracy and consistency within ServiceNow's Service Catalog module.
• Certifications:
  • ServiceNow Certified Implementation Specialist.
  • ITIL Foundation Certification or higher is a plus.

Consultant Qualifications

• Education:
o Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree preferred.

• Experience & Skills:
o Minimum of 3+ years experience in Service Catalog and Service Request Management:
o Extensive experience in designing, implementing, and optimizing Service Catalog items within the ServiceNow platform.
o Strong background in configuring and managing Service Request workflows, ensuring seamless user experiences and efficient service delivery.

• ServiceNow Expertise:
o Deep knowledge of ServiceNow's Service Catalog and Request Management modules, including item creation, workflow automation, and approvals.
o Strong understanding of how Service Catalog integrates with other ServiceNow modules such as ITSM, ITOM, and ITBM.
o Proven ability to configure and customize ServiceNow workflows, forms, and portals to meet specific business needs.

• Service Catalog Best Practices:
o Expertise in industry best practices for Service Catalog management, including standardization, automation, and user-centric design.
o Ability to ensure catalog items are aligned with business objectives and user needs, promoting selfservice and reducing manual workload.

• Process Optimization:
o Proven track record of optimizing Service Request processes to improve efficiency, reduce fulfillment time, and enhance user satisfaction.
o Experience in aligning Service Catalog and Request Management processes with broader IT and business strategies.

• Client-Facing Skills:
o Excellent ability to engage with stakeholders at all levels, from technical teams to executive leadership, ensuring clear communication of goals and expectations.
o Strong communication skills, capable of translating complex ServiceNow configurations and processes into terms understandable by non-technical audiences.

• Problem-Solving and Analytical Skills:
o Highly skilled in analyzing service request data to identify trends, inefficiencies, and opportunities for improvement.
o Proficient in troubleshooting and resolving issues related to Service Catalog and Request Management within ServiceNow.

• ITIL and IT Service Management Frameworks:
o Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply these principles to Service Catalog and Request Management.

• User Experience (UX) Design:
o Experience in designing intuitive and user-friendly Service Catalog interfaces and request forms, enhancing the overall user experience.

• Data Management:
o Experience in data modeling, database management, and ensuring data accuracy and consistency within ServiceNow's Service Catalog module.

• Certifications:
o ServiceNow Certified Implementation Specialist.
o ITIL Foundation Certification or higher is a plus.