ServiceNow Functional Consultant (Ottawa)

Role Overview

BDO is seeking a ServiceNow Functional Consultant to join our team, with the ability to work from anywhere in Canada. This new role plays a key part in delivering ServiceNow transformations across client environments, including ITSM and CSM implementations, platform modernisations, and legacy tool transitions (e.g., SysAid). The successful candidate will help organizations move from ticket‑centric operations to service‑ and experience‑driven workflows.

Responsibilities

• Lead ITSM and CSM process discovery workshops to understand current‑state operations and identify improvement opportunities.
• Redesign SysAid‑based processes into future‑state ServiceNow workflows, aligned to ITIL and ServiceNow best practices.
• Define service models, request/catalog structures, case workflows, SLAs, and experience flows.
• Ensure functional designs balance business needs with platform scalability and upgrade readiness.
• Tra...