HM Note : This remote rolerequires that the contractor must work within Canada for datasecurity reasons and attend any scheduled onsite meetings inVictoria BC (once in 23 months.

All profiles must include aminimum of two (2) business references for applicable projects andthe project commences September 162024

Description :

The ServiceNow SeniorFunctional Consultant SAM will support the SAM practice in theService Management Branch. The work will include providingleadership on SAM processes and configuration to generateenterprisewide standardization in assetmanagement.

TheServiceNow SAM Certified Configuration Specialist will beresponsiblefor :

ClientEngagement :

Collaborate with Clients :

oWork closely with clients to understand their business needsservice request workflows and existing Service Catalogconfigurations.

o Conduct workshops andmeetings following ServiceNows prescriptive approach to gatherdetailed requirements and objectives for Service Catalogimplementation.

RequirementsGathering :

o Translate clientneeds into actionable configuration tasks ensuring that ServiceCatalog items meet business objectives and userexpectations.

ServiceCatalogImplementation :

Design and Implement Service Catalog Solutions :

o Create and configureService Catalog items workflows and approvals in alignment withclient requirements and ServiceNow bestpractices.

o Utilize a factory approach toiteratively develop test and deploy Service Catalog items ensuringrapid and consistent rollout across theorganization.

Data Mapping andProcess Alignment :

o Mapexisting service request processes to ServiceNow leading practicesto ensure comprehensive and efficient Service Catalogmanagement.

o Configure and customize theServiceNow platform to support Service Catalog processes includingcreating or modifying existing solutions to better align withindustrystandards.

ProcessImprovement and BestPractices :

Identify and Implement Process Improvements :

o Continuously evaluate andrefine Service Catalog items and workflows to improve efficiencyreduce service delivery times and enhance usersatisfaction.

o Provide guidance on ServiceCatalog best practices ensuring alignment with industry standardsand ServiceNows latestcapabilities.

Standardizationand Documentation :

o Developand document procedures and guidelines for maintaining ServiceCatalog functionality within the ServiceNowenvironment.

o Ensure consistency andstandardization across all Service Catalog items by applying afactory approach to development anddeployment.

Trainingand Knowledge Transfer :

DevelopTraining Materials :

o Createcomprehensive training materials tailored to client needs focusingon the use and management of Service Catalog items and workflowswithin ServiceNow.

ConductTraining and KnowledgeTransfer :

o Lead trainingsessions and workshops for client stakeholders and endusersensuring they are equipped to manage and maintain the ServiceCatalog effectively.

o Facilitate knowledgetransfer sessions to empower client teams with the skills andknowledge needed to sustain Service Catalogoperations.

Ongoing Supportand Mentoring :

o Providecontinuous support and mentoring to client staff ensuring they caneffectively manage and expand their Service Catalog as businessneeds evolve.

Certifications :

o ServiceNowCertified Implementation Specialist.

o ITILFoundation Certification or higher is aplus.

ConsultantQualifications

Education :

o Bachelors degree in Computer ScienceInformation Technology or a related field. Advanced degreepreferred.

Experience and amp; Skills :

o Minimum of 3years experience in Service Catalog and Service Request Management :

o Extensive experience in designingimplementing and optimizing Service Catalog items within theServiceNow platform.

o Strong background inconfiguring and managing Service Request workflows ensuringseamless user experiences and efficient service delivery.

ServiceNowExpertise :

o Deep knowledge of ServiceNowsService Catalog and Request Management modules including itemcreation workflow automation and approvals.

o Strong understanding of how ServiceCatalog integrates with other ServiceNow modules such as ITSM ITOMand ITBM.

o Proven ability to configure andcustomize ServiceNow workflows forms and portals to meet specificbusiness needs.

ServiceCatalog Best Practices :

o Expertise inindustry best practices for Service Catalog management includingstandardization automation and usercentric design.

o Ability to ensure catalog items arealigned with business objectives and user needs promotingselfservice and reducing manual workload.

ProcessOptimization :

o Proven track record ofoptimizing Service Request processes to improve efficiency reducefulfillment time and enhance user satisfaction.

o Experience in aligning Service Catalog andRequest Management processes with broader IT and businessstrategies.

ClientFacing Skills :

o Excellent ability toengage with stakeholders at all levels from technical teams toexecutive leadership ensuring clear communication of goals andexpectations.

o Strong communication skillscapable of translating complex ServiceNow configurations andprocesses into terms understandable by nontechnicalaudiences.

ProblemSolving and Analytical Skills :

oHighly skilled in analyzing service request data to identify trendsinefficiencies and opportunities for improvement.

o Proficient in troubleshooting andresolving issues related to Service Catalog and Request Managementwithin ServiceNow.

ITIL andIT Service Management Frameworks :

oFamiliarity with ITIL and other relevant IT service managementframeworks with the ability to apply these principles to ServiceCatalog and Request Management.

UserExperience (UX) Design :

o Experience indesigning intuitive and userfriendly Service Catalog interfaces andrequest forms enhancing the overall user experience.

DataManagement :

o Experience in data modelingdatabase management and ensuring data accuracy and consistencywithin ServiceNows Service Catalog module.

Certifications :

o ServiceNow CertifiedImplementation Specialist.

o ITIL FoundationCertification or higher is a plus.