Putting people first, every day
BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a with a high priority on your personal and professional growth.
Your Opportunity
We are looking for a Senior Specialist, IT Service Management (ITSM), who can own the following responsibilities:
1. Provide technical expertise in the analysis, planning, design/configuration, implementation, and maintenance of the ServiceNow platform.
2. Provide ServiceNow product ownership from a SME perspective ensuring alignment of vision, mission, goals, and objectives..
3. 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.
4. Translate business needs to tangible work deliverables within ServiceNow, including leading/configuring workflows, modules, integrations, and scripts to enhance existing ServiceNow functionality.
5. Ensuring detailed documentation is created for changes to ServiceNow carried out internally or by ITSM integrators.
6. Ensuring changes to the platform align with BDO’s ServiceNow roadmap and objectives.
7. Assist with budgeting, forecasting, and road mapping to support of the overall IT Strategy.
8. Stay up to date with technology and ITSM industry trends to assist IT management with ITSM decision-making.
9. Support ITSM product decision-making by providing operational reporting and trends analysis.
10. 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?
11. You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration
12. You understand your client’s industry, challenges, and opportunities; client’s describe you as positive, professional, and delivering high quality work
13. You identify, recommend, and are focused on effective service delivery to your clients
14. You share in an inclusive and engaging work environment that develops, retains and attracts talent
15. You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
16. You grow your expertise through learning and professional development
Your experience and education
17. You have a University Degree or College Diploma in Software Engineering, Computer Science or Business Administration or equivalent work experience
18. You have a ServiceNow CSA/CIS certification, ITIL v3 Foundation Certification and experience working with the ITIL framework
19. You have experience with ServiceNow, BMC, and similar ITSM tools
20. 3+ years of demonstrated ServiceNow development and platform management experience.
21. 3+ years of advanced Java scripting and software development experience
22. Solid understanding of networks and knowledge and clear understanding of ITILv3-based ITSM processes (Incident, Problem, Change, Configuration, Asset Management etc.)
23. Ability to manage tables, relationships and metadata in ServiceNow
24. You have working knowledge and experience in MS suite of products (O365)
25. You have excellent facilitation, presentation, verbal and written skills with the ability to convey complex ideas to both business and technical staff
26. You have excellent analytical, time management skills with the ability to manage multiple assignments simultaneously with tight deadlines
27. You have demonstrated ability to work effectively with minimal supervision and in a team environment
28. You have self-development skills to keep up to date with fast-changing trends and industry standards
29. If you have experience working in professional services, it will be considered an asset