RSM’s purpose is to deliver the power of being understood to our clients, colleagues and communities through world-class audit, tax and consulting services focused on middle market businesses. The clients we serve are the engine of global commerce and economic growth, and we are focused on developing leading professionals and services to meet their evolving needs in today’s ever-changing business environment.

We are looking for a Sr. Associate for our Business Applications ServiceNow practice to work with businesses in diverse industries while working on numerous projects per year! You will work on several pieces of projects, not just one small part, and you will feel a great sense of accomplishment when you are done. This role can be based in Edmonton, Calgary, Vancouver, Quebec, or Toronto.

Responsibilities

• Working closely with clients, technicians, and other team members, you will provide analysis, development, and documentation of improvement opportunities

• Document functional design, process flow diagrams, user stories, and gather feedback to influence solution design and approach

• Evaluate service management business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions

• Analyze diverse business requirements to be solved with automation on the ServiceNow platform

• Effectively document and communicate your insights and plans to cross-functional team members and management

• Stay up to date with the latest industry knowledge of service management and enhancements to ServiceNow functionality, making recommendations on how they can be used to improve business processes

• Act as a subject matter expert in ServiceNow and Enterprise Service Management

• Administer and troubleshoot ServiceNow modules

• Perform enhancement requests, including changes to UI, system properties, foundation content and modifications to existing workflow

• Perform upgrades and installations of ServiceNow

• Proactive management of the ServiceNow instance

• Patches and environment clone/refresh

• Review ServiceNow logs and transaction queues

• User, group, and role management

Basic Qualifications

• 3-5 years of previous experience delivering information technology integration, outsourcing, performance consulting or management consulting services

• 3+ years of ServiceNow experience

• Previous full cycle ServiceNow implementation

• Strong oral and written communication skills

• Ability to work successfully in a team-oriented, collaborative environment

• Strong self-motivation with the ability to effectively prioritize and execute tasks while under pressure

• Core competencies including business analysis, project management, business process evaluation, and organizational change management

• Experience delivering IT consulting services/solutions many of which encompass strategy, people, and process, technology, and infrastructure components

• Familiarity with methodologies, tools, approaches, points of view, and thought leadership to support the practice

• Strong computer skills, experience with various software solutions (Microsoft Project, Visio, PowerPoint, Excel and Word)

• Ability to anticipate and address client concerns and issues

• Ability to break complex issues into project steps and problem solve

• Demonstrated work ethic along with the ability to work effectively with people at all levels

• Previous experience with operational process reviews and basic internal control requirements

• Natural aptitude for solving problems

• Strong technical and data analytical skills

Preferred Qualifications

• Experience working in a large organization or professional services firm

• ITIL 4 Foundation Certification

• Basic understanding of data privacy regulations

• ServiceNow Certified System Administrator (CSA) certification and/or ServiceNow Certified Implementation (CIS) certification(s)

• Involvement in implementation projects involving multiple ServiceNow applications and system integrations

• Skills in workflow analysis, design and process re-engineering principles

• Experience creating and configuring ServiceNow Business Rules, UI Policies, UI Actions, Client Scripts, ACLs or providing general ServiceNow support and administration

• Understanding or experience with technical aspects of ServiceNow such as JavaScript, XML, HTML, AngularJS, CSS, LDAP, MS Active Directory, SSO, SOAP and REST

• Understanding and demonstrated experience working with multiple clients

• Willingness and ability to travel less than 10% throughout North America