Senior Specialist, IT Service Management – Digital Nova Scotia – Leading Digital Industry

Senior Specialist, IT Service Management

We are looking for a Senior Specialist, IT Service Management (ITSM), who can own the following responsibilities:

  • Provide technical expertise in the analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
  • Provide ServiceNow product ownership from a SME perspective ensuring alignment of vision, mission, goals, and objectives..
  • Act as the main liaison between BDO IT, ServiceNow (service provider), and the ITSM integrator to support management of work status, issue resolution, escalations, and quality of service via  weekly/monthly alignment calls.
  • Translate business needs to tangible work deliverables within ServiceNow, including leading/configuring workflows, modules, integrations, and scripts to enhance existing ServiceNow functionality.
  • Ensuring detailed documentation is created for changes to ServiceNow carried out internally or by ITSM integrators.
  • Ensuring changes to the platform align with BDO’s ServiceNow roadmap and objectives.
  • Assist with budgeting, forecasting, and road mapping to support of the overall IT Strategy.
  • Stay up to date with technology and ITSM industry trends to assist IT management with ITSM decision-making.
  • Support ITSM product decision-making by providing operational reporting and trends analysis.
  • Drive the continuous improvement of ITSM, integrating system monitoring and alerting capabilities and identifying opportunities for efficiencies and improvements.

How do we define success for your role?

  • You demonstrate BDO’s core values through all aspect of your work: Integrity, Respect and Collaboration
  • You understand your client’s industry, challenges, and opportunities; client’s describe you as positive, professional, and delivering high quality work
  • You identify, recommend, and are focused on effective service delivery to your clients
  • You share in an inclusive and engaging work environment that develops, retains and attracts talent
  • You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
  • You grow your expertise through learning and professional development

Your experience and education

  • You have a University Degree or College Diploma in Software Engineering, Computer Science or Business Administration or equivalent work experience
  • You have a ServiceNow CSA/CIS certification, ITIL v3 Foundation Certification and experience working with the ITIL framework
  • You have experience with ServiceNow, BMC, and similar ITSM tools
  • 3+ years of demonstrated ServiceNow development and platform management experience.
  • 3+ years of advanced Java scripting and software development experience
  • Solid understanding of networks and knowledge and clear understanding of ITILv3-based ITSM processes (Incident, Problem, Change, Configuration, Asset Management etc.)
  • Ability to manage tables, relationships and metadata in ServiceNow
  • You have working knowledge and experience in MS suite of products (O365)
  • You have excellent facilitation, presentation, verbal and written skills with the ability to convey complex ideas to both business and technical staff
  • Bilingualism (French and English), Written and Spoken is considered an asset.
  • Due to frequent communications and interactions by email and phone with English-speaking clients in Quebec and outside of Quebec, proficiency in spoken and written English is required for this position.
  • You have excellent analytical, time management skills with the ability to manage multiple assignments simultaneously with tight deadlines
  • You have demonstrated ability to work effectively with minimal supervision and in a team environment
  • You have self-development skills to keep up to date with fast-changing trends and industry standards
  • If you have experience working in professional services, it will be considered an asset