Overview:
Job Title: Sr ServiceNow Implementation Consultant
Location: Remote - Canada
Working Hours: Central Time Zone
Type: Independent Contract (Contractor / Non-Employee)
Start Date: ASAP
Pay Rate: $75-$105/hr CAD
We are seeking a Senior ServiceNow Technical Consultant to lead a complex ITSM modernization engagement for a credit union client. This role requires deep ServiceNow expertise, strong client-facing skills, and the ability to design and implement scalable ITSM solutions while aligning with OOTB best practices and business requirements.
Responsibilities:
Solution Design & Architecture
- Design Service Mapping architecture for 20+ Tier 1 applications, including SLA dashboards and service status reporting
- Define Change Management reversion strategy to restore OOTB functionality while preserving critical customizations
- Lead Employee Center migration strategy, including catalog restructuring and persona-based experiences
- Design Workspace configurations for various operational teams
- Develop Platform Analytics dashboard and reporting architecture
Implementation & Configuration
- Configure Service Mapping, CMDB relationships, and CI discovery
- Restore and optimize OOTB Change Management models and workflows
- Implement Employee Center with Virtual Agent readiness
- Configure Workspaces and modern dashboard experiences
- Implement Problem Management and Major Incident Management processes
- Build Platform Analytics dashboards and operational reports
Client Advisory & Enablement
- Lead stakeholder discovery and solution workshops
- Recommend ITSM process improvements and platform best practices
- Guide CMDB health and data quality initiatives
- Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom
- Deliver training and knowledge transfer sessions
Documentation & Knowledge Transfer
- Create solution design and configuration documentation
- Document as-built configurations and operational runbooks
- Conduct administrator and support team enablement sessions
Qualifications:
Required Qualifications
ServiceNow Expertise
- 5+ years of hands-on ServiceNow implementation experience
- ServiceNow Certified System Administrator (CSA) – Required
- ServiceNow Certified Implementation Specialist (CIS) in ITSM – Required
- Strong expertise in Incident, Problem, Change, CMDB, and Service Catalog
- Experience with Service Mapping, Employee Center, Workspaces, and Platform Analytics
Technical Skills
- Strong understanding of ServiceNow OOTB workflows and data models
- Experience with REST/SOAP integrations, MID Server, Flow Designer, and Glide scripting
- Proficiency in JavaScript and CMDB CI relationship modeling
- Experience with SLA configuration and reporting
Consulting Skills
- Strong client-facing communication and workshop facilitation skills
- Ability to balance OOTB capabilities with custom business needs
- Experience leading complex multi-workstream ITSM initiatives
- Ability to work independently and drive delivery
Preferred Qualifications
- CIS in Discovery or Service Mapping
- Experience with Virtual Agent, Now Assist, or AI/ML capabilities
- Familiarity with ITOM, AIOps, and predictive intelligence
- Experience in financial services or credit union environments
- Exposure to monitoring integrations (LogicMonitor, SolarWinds, Pingdom)
Pay Range:
USD $60.00 - USD $80.00 /Hr.
